Device shows as stale "Registered" state after Seamless Provisioning: re-enroll to restore to tenant

Android

When a device is added through Seamless Provisioning but never physically completes enrollment, it remains stuck in a Registered state in the Esper Console instead of transitioning to Active.

Why this happens

Seamless Provisioning pre-registers a device's serial number in the Esper Console before the physical device has enrolled. The Registered state simply means the record exists but the device has never connected and completed the enrollment handshake. Until the physical device finishes provisioning and checks in, the Console entry stays in this holding state.

Before you begin

Understand the four device states you may encounter:

Registered — Serial number pre-registered; physical device has not completed enrollment.
Active — Device completed enrollment and is checking in with Esper.
Inactive — Device previously enrolled but has gone offline.
Disabled — Device intentionally disabled; requires re-enablement before use.

Steps

Locate the device in the Esper Console. Navigate to Devices & Groups and search by serial number or Esper ID. Confirm the device status shows Registered before proceeding.
Check for duplicate or lookalike entries. Character substitution (for example, the numeral 0 versus the letter O) can create near-identical entries that cause enrollment to claim the wrong record. In the search results, review all entries with similar names and note the state of each.
Confirm the serial number on the physical device. On the device, go to Settings → About Device and note the serial number. Alternatively, run the following ADB command with the device connected to your workstation:
```
adb shell getprop ro.serialno
```
Compare this value against the entry in the Esper Console to confirm they match exactly.
Delete the stale entry if the serial number does not match. In Devices & Groups, select the incorrect entry and choose Remove Device. Then create a new Seamless Provisioning entry using the correct serial number confirmed in the previous step. Skipping this step causes re-enrollment to fail or create a duplicate record.
Re-enroll the physical device. Power on the device and run through the full provisioning flow using your original method — QR code, Zero-Touch, or KME. Complete every step until the Esper Console entry transitions from Registered to Active.

Verify: In Devices & Groups, confirm the device status shows Active. The device should appear in the Activity Feed, accept remote commands, and apply its assigned Blueprint within a few minutes of completing enrollment.

If this doesn't resolve it

If the device completes provisioning but still does not claim the existing Registered entry — or registers as a brand-new device instead — collect the following before contacting Esper Support:

The serial number shown in Settings → About Device on the physical device.
Output of
```
adb shell getprop ro.serialno
```
The Esper ID and serial number of the stale Registered entry in the Console.
The provisioning method used (QR code, Zero-Touch, or KME) and the Android version and firmware build running on the device.

Contact Esper Support with these details so the enrollment claim issue can be investigated at the tenant level.

Improved title: Device stuck in Registered state after Seamless Provisioning — re-enroll to activate

Still need help?

If re-enrollment doesn't resolve the stale "Registered" state after Seamless Provisioning, submit a support ticket and include your device serial number, the date provisioning occurred, and any error messages displayed during the process.