Blueprint Converge stuck in "Initiated" state: device offline prevents command delivery

Android

When you push a Blueprint converge command to a device, the command may remain in Initiated state indefinitely if the device is offline or loses connectivity before the command is delivered. This article explains why this happens and how to resolve it.

Before you begin

Blueprint converge commands are delivered to your devices over a secure MQTT connection between the device and Esper's cloud platform. If your device is offline or disconnected when you issue the command, the command cannot be delivered immediately — it will be queued and remain in Initiated state until the device reconnects.

How to check if your device is offline

In the Esper Console, go to Devices & Groups → [Device Name] → Overview.
Check the Last Seen timestamp.
If Last Seen shows a time greater than 30 minutes ago, your device is offline.

How to resolve a stuck Blueprint converge command

Connect the device to a network. Ensure the device has an active Wi-Fi or cellular data connection with internet access. Verify that your network allows outbound connections on ports 443 and 8883 (required for MQTT communication with Esper).
Wait for the device to reconnect. Once connected to the network, your device will automatically re-establish its connection to Esper's cloud platform. Do not issue additional converge commands while the device is offline — this will only add more commands to the queue.
Verify the device is online. Return to Devices & Groups → [Device Name] → Overview and confirm that Last Seen now shows a time less than 30 minutes ago.
Confirm the Blueprint converge completes. Go to the device's Blueprint tab and verify that the command status has progressed from Initiated → Scheduled → Success. The pending converge command is delivered automatically once your device comes online — you do not need to re-trigger it manually.

What if the device comes back online but the converge still doesn't complete?

Check for expired or conflicting commands. Review the device's Blueprint tab for stale queued operations. Cancel any expired commands and issue a fresh converge.
Reboot the device. If the device appears online in the Esper Console but commands continue to fail, restart the device to reinitialize the Esper Device Agent.
Collect logs for investigation. If the device shows as Online but Blueprint commands still fail, you can collect diagnostic logs using ADB:
```
adb shell logcat -d -v threadtime > dpc_logs.txt
```
Then contact Esper Support and include your device serial, tenant ID, and the log file.
Device cannot be brought online. If the device cannot reconnect to the network (due to hardware failure, loss, or decommissioning), contact Esper Support for guidance on device removal from your fleet.

Important notes

This is expected behavior. All Esper remote commands, including Blueprint converge operations, require an active device-to-cloud connection. Commands queued while offline will be delivered automatically upon reconnection.
Avoid issuing repeated converge commands while a device is offline. Multiple queued commands can cause unnecessary processing load when the device reconnects.
Device offline does not affect enrollment. Your device remains enrolled and managed by Esper — commands are simply deferred until connectivity is restored.

Still need help?

If your Blueprint converge command remains stuck after the device comes back online, or if you need assistance troubleshooting connectivity issues, submit a support ticket. Include your device serial number and the time you pushed the converge command.