Device monitoring data (battery %, etc.) shows static/incorrect values in Esper Console: firmware-level Android battery API reporting issue

Android

Title: Device monitoring data shows static or incorrect values — firmware battery API defect

When the Esper Console displays monitoring data such as battery percentage that never changes or does not match the device's actual state, the device is reporting stale or incorrect values from its firmware.

Why this happens

The Esper Agent reads battery and device state data directly from Android's BatteryManager APIs and reports exactly what the operating system returns. If the device firmware has a defect in how it populates those APIs—returning a hardcoded placeholder or failing to update the value—the Esper Console will reflect that incorrect data. This is a firmware-level issue and cannot be corrected from within the Esper platform.

Steps to diagnose and resolve

1. Confirm the discrepancy on the device itself. On the physical device, open Settings → Battery or check the status bar and note the actual battery percentage. Then, in the Esper Console, navigate to Devices & Groups → [Device Name] → Device Details and compare the value shown there. If the Console shows a value that is static or clearly wrong, proceed to the next step.
2. Request a bug report from the device. In the Esper Console, go to Devices & Groups → [Device Name] → Actions and select Request Bug Report. Wait for the report status to show as complete before downloading it. The bug report captures raw system logs that reveal exactly what values the BatteryManager APIs are returning over time.
3. Review the bug report for static BatteryManager values. Open the downloaded bug report and search for BatteryManager entries. If the same battery percentage value appears repeatedly across log entries captured at different times, the firmware is returning a hardcoded or frozen value rather than a live reading. Note the exact value and how many log entries show it—you will need this when contacting the manufacturer.
4. Check device firmware versions across affected units. If only some devices from the same model are affected, navigate to Devices & Groups → [Device Name] → Device Details for both an affected and an unaffected device and compare the firmware version listed. A firmware regression in a specific build version is a common cause, and the manufacturer will need this information to reproduce the defect.
5. Verify the values returned by ADB (optional but recommended). If you have physical access to the device, run the following command:

   adb shell dumpsys battery

   If this command returns correct, dynamic values while the Esper Console still shows static data, include the adb shell dumpsys battery output alongside the bug report when contacting support—this combination confirms the defect is in the firmware API layer, not in data transmission to Esper.
6. Contact your device manufacturer (OEM) with the evidence collected. Provide the following to the OEM:
   • The specific device model, firmware version, and Board Support Package (BSP) version
   • The bug report excerpt showing repeated identical BatteryManager values across different timestamps
   • The exact static value being returned—if it is a round number such as 50, note that explicitly, as this indicates a hardcoded placeholder
   • A request for a firmware patch correcting the BatteryManager API reporting
7. Apply the firmware update when the OEM provides one. After installing the updated firmware, allow up to 5 minutes for the Esper Agent to sync fresh telemetry, then check Devices & Groups → [Device Name] → Device Details to confirm the battery percentage is now updating dynamically.

Verify: After applying the firmware update, the battery percentage displayed in Devices & Groups → [Device Name] → Device Details should update dynamically and match the value shown on the device's status bar within 5 minutes. If the value still matches the previous static number, restart the device and recheck.

If this doesn't resolve it

If the static data persists after a firmware update, or if the OEM requires additional evidence to reproduce the defect, contact Esper Support with the following:

• The bug report downloaded from Devices & Groups → [Device Name] → Actions → Request Bug Report
• The output of adb shell dumpsys battery from the affected device
• The device model, firmware version, and BSP version
• The firmware version running on any unaffected devices of the same model, if available

Still need help?

If you're still experiencing static or incorrect device monitoring values in Esper Console, please submit a support ticket and include your device model, Android version, and whether the issue persists after a device restart or firmware update.