Devices not visible on user profile: grant group access or update role to 'All Groups' in Esper Console

Android

If devices or an entire device group are not visible in your Esper Console profile, the issue is likely a permissions problem. Your user account may not have access to the group where those devices are located. This article explains how to grant the necessary access.

Before you begin

Only an Esper Administrator can modify user group access permissions. If you are not an Administrator on your enterprise account, contact your account Administrator to complete these steps.

Step 1: Check your group access scope

Log in to the Esper Console as an Administrator and go to Company Settings → Users.

1. Locate the affected user account.
2. Review their current group access settings. You will see one of two configurations:
   • All Groups: The user has access to all current and future groups in the enterprise.
   • Specific groups: The user has access to only a limited set of groups.

Step 2: Update permissions

Choose the approach that matches your needs:

• If the user should access all groups: Update their permission setting to All Groups. This grants access to all current and future groups in your enterprise.
• If the user should access specific groups only: Add the missing group to their allowed groups list. For example, if devices are in group 1000001, add that group to the user's permissions.

Step 3: Handle pending role invitations

Check if there is a pending role invitation for this user (visible in the Users section). Unaccepted invitations can prevent permission updates from taking effect.

• If an invitation is pending, resend it to the user.
• Ask the user to accept the invitation.
• If the invitation has expired or was not received, create a new one or directly assign the correct role.

Step 4: Refresh the user's session

Ask the user to log out completely from the Esper Console and then log back in. This refreshes their session and applies the updated permissions.

Step 5: Verify the fix

Confirm that the target group and its devices are now visible:

• Ask the user to check Devices & Groups in their Console view.
• Alternatively, as an Administrator, navigate to Devices & Groups → [your group] and verify that the target devices appear under the correct group.

If devices are still not visible

Try these additional troubleshooting steps:

• Verify device assignment: As an Administrator, go to Devices & Groups → [your group] and confirm that the devices are correctly assigned to the target group.
• Re-invite the user: If a role invitation could not be accepted, create a new invitation or directly assign the role without using the invitation flow.
• Confirm RBAC settings: Double-check that the user's role and group permissions are configured correctly in Company Settings → Users.

If the issue persists after these steps, contact Esper Support with the following information:

• Affected username
• Enterprise subdomain (for example, timhortonsprod.esper.cloud)
• Group name or ID
• Device UUIDs or serial numbers

Still need help?

Contact Esper Support and provide the information listed above. Our team will investigate and help resolve the issue.