Device unexpectedly switches from Multi App mode to Kiosk mode after provisioning

Android

When a device is provisioned in Multi App mode but switches to Kiosk mode on its own, the device appears locked to a single app with no way to navigate back to the home screen.

Why this happens

Some third-party apps use Android's startLockTask() API or device-owner controls to lock the foreground app — the same mechanism Android uses for Kiosk mode. When this happens, the Esper Agent detects the device has entered Kiosk mode and reports that state in the Esper Console, even though your Blueprint specifies Multi App mode. The Blueprint itself is not the cause; an app running on the device is.

Steps

1. Confirm no Kiosk mode command was sent from the Esper Console.
   Navigate to Devices & Groups → [Device Name] → Activity Feed and review events around the time the mode changed. If no Kiosk mode command appears in the Activity Feed, an app on the device is the cause.
2. Identify the app triggering Kiosk mode.
   Navigate to Devices & Groups → [Device Name] → Logs and search for getKioskAppPackageName. The package name listed next to that entry is the app responsible for the mode switch. Note the full package name — you will need it in the next step. If console logs are unavailable, pull offline logs using ADB to locate the same entry.
3. Remove or replace the problematic app.
   Decide whether the app belongs on the device. If it does not, uninstall it by navigating to Devices & Groups → [Device Name] → Apps, selecting the app, and choosing Uninstall. If the app is deployed via a Blueprint, remove it from the app list at Blueprints → [Blueprint Name] → Apps & Configuration before re-applying. Screen-dimming, screensaver, and presentation apps are the most common offenders because they routinely call startLockTask().
4. Verify the Blueprint is set to Multi App mode.
   Navigate to Blueprints → [Blueprint Name] → Device Settings → Device Mode. Confirm the mode is set to Multi App and that the Kiosk App field is empty. This rules out an accidental Blueprint misconfiguration before you re-apply.
5. Re-apply the Blueprint to the device.
   Navigate to Devices & Groups → [Device Name] → Blueprint and select Apply Blueprint. This pushes the confirmed Multi App configuration back to the device and overrides any residual state left by the offending app.

Verify: Navigate to Devices & Groups → [Device Name] → Overview. The Device Mode field should display Multi App within 5 minutes of re-applying the Blueprint. Monitor the Activity Feed over the following 24–48 hours to confirm the device does not revert.

If this doesn't resolve it

If the device continues switching to Kiosk mode after the app is removed and the Blueprint is re-applied, collect the following before contacting support:

• The full package name of the app identified in step 2
• The exact timestamp when the mode switch occurred
• A bug report from Devices & Groups → [Device Name] → Actions → Request Bug Report
• An export of the device's Activity Feed and Esper Agent logs
• If multiple devices are affected, the names of all affected devices and the Blueprint name they share

Contact Esper Support with this information attached.

Still need help?

If your device continues to switch modes unexpectedly, please submit a support ticket and include your device serial number, the specific Android version, and the exact sequence of steps that trigger the mode switch.