Device retains old name and apps after wipe — fix Blueprint and wipe flags

Android

When a wipe completes but the device comes back with the same name and apps as before, either the wipe operation ran without both required flags enabled, or the device re-enrolled against a Blueprint that was never updated.

Why this happens

A full wipe requires two flags — Factory Reset and Wipe External Storage — to be explicitly checked at the time the operation runs. If either flag is skipped, residual data survives the reset. Separately, when a device re-provisions through Zero-Touch Enrollment, a QR code, or manual setup, it pulls its name and app list directly from its assigned Blueprint. If that Blueprint was not updated before the wipe, the device will reproduce the exact configuration it had before.

Step 1: Update the Blueprint before wiping

1. Navigate to Blueprints in the Esper Console and open the blueprint assigned to your device or group.
2. Select Edit and update the sections you want to change:
   • Settings → Device Name Template — change this to give devices a new or unique name on re-provisioning.
   • Apps — add, remove, or replace apps to define exactly what should be installed after re-enrollment.
3. Save and publish the blueprint. Publishing is required — a draft Blueprint will not be applied to re-provisioning devices.
4. Apply the updated blueprint to your group by going to Devices & Groups → [Group Name] → Blueprint → Update Blueprint. This ensures any device that re-enrolls into this group picks up the new configuration immediately.

Step 2: Perform a full wipe with both flags enabled

1. Go to Devices & Groups → [Device Name] → Actions and select Wipe Device.
2. In the confirmation dialog, check both boxes before confirming:
   • Factory Reset — clears installed apps, accounts, and device settings.
   • Wipe External Storage — clears the SD card and external storage partition. Without this, files stored outside the system partition survive the reset.
3. Confirm the operation. The device will reboot into its factory recovery state with the Esper Agent removed.
4. Allow the device to complete re-provisioning. It will connect to Esper and sync to the updated blueprint.

Verify: Go to Devices & Groups → [Device Name] → Apps and confirm only the apps defined in the updated blueprint are installed. The device name shown under Devices & Groups → [Device Name] → Device Info should reflect the new name template. Both should be correct within 10 minutes of the device coming online after re-provisioning.

If this doesn't resolve it

If the device still shows old apps or data after confirming both flags were enabled, collect the following before contacting Esper Support:

• Esper Agent version, found at Devices & Groups → [Device Name] → Device Info → Agent Version
• Device make, model, and Android OS version
• A description of exactly which apps or data remain after the wipe
• Whether the device uses a custom OEM Esper Agent or the standard Esper Agent

Some devices with custom Android builds or locked bootloaders have manufacturer-level restrictions on what a factory reset can clear. Esper Support can advise on options specific to your device hardware.

Still need help?

If you're still experiencing device name or app retention issues after wiping, please submit a support ticket and include your Blueprint configuration, the wipe flags you used, and the device model along with the specific apps that weren't removed.