Device Last Seen status stale (>30 min) despite device being online: resolve with agent update

Android

When a device's Last Seen timestamp in the Esper Console is more than 30 minutes old but the device is reachable via Remote Viewer, the Esper Agent is online but not reporting status correctly to the Console.

Why this happens

The Esper Agent sends periodic heartbeat signals that update the Last Seen timestamp. Older agent versions contain a bug where heartbeat reporting stalls while other device functions—including Remote Viewer—continue working normally. Updating the agent restores normal heartbeat behavior.

Before you begin

Confirm the device is genuinely online before proceeding. A truly offline device requires a different resolution path.

Navigate to Devices & Groups → [Device Name] → Remote Viewer and start a session. If the session connects, the device is online and the stale timestamp is a reporting issue, not a connectivity problem. Continue with the steps below.

Check the current Esper Agent version

Navigate to Devices & Groups → [Device Name] → Device Details.
Note the value shown for Esper Agent version and the current Last Seen timestamp. You will use these to confirm the fix later.

Update the Esper Agent

Navigate to Devices & Groups → [Device Name].
Open the Actions menu and select Esper Software Updates. This pushes the latest Esper Agent build directly to the device. The agent restarts automatically as part of the update, which may briefly interrupt any active Remote Viewer session or managed apps running in the foreground.

If Esper Software Updates is not available in the Actions menu, check whether the Esper Agent appears in your managed apps list:

Navigate to Devices & Groups → [Device Name] → Apps, locate the Esper Agent, and trigger the update from there.

Verify: After the agent restarts, wait up to 10 minutes, then navigate to Devices & Groups → [Device Name] → Device Details. The Last Seen timestamp should now reflect a time within the last 5 minutes and the device status should show Online.

If this doesn't resolve it

If the Last Seen timestamp remains stale after the agent update, investigate the following before contacting support:

Network filtering: Confirm that your firewall, proxy, or SSL inspection policy does not selectively block heartbeat traffic. Remote Viewer uses a different network path than status reporting, so it is possible for one to work while the other is blocked.
Device clock: Navigate to Devices & Groups → [Device Name] → Device Details and verify that the device's system time and timezone are correct. A drifted clock causes the Console to display incorrect Last Seen values even when heartbeats are being received.
Scope of the issue: Check whether multiple devices show the same symptom. If so, the cause is likely a network-level or tenant-level configuration rather than a per-device agent issue.

If none of the above resolves the issue, contact Esper Support. Collect the following before reaching out to speed up the investigation:

Bug report: navigate to Devices & Groups → [Device Name] → Activity Feed → Bug Report and generate one from the device.
Esper Agent version (from Device Details)
Device model and Android version
Network setup details, including any proxy, firewall, or certificate inspection in use

Still need help?

If your device's Last Seen status remains stale after updating the agent, submit a support ticket and include your device UUID, current agent version, and the timestamp when the Last Seen status stopped updating.