Policy settings revert every 24 hours — outgoing calls disabled: conflicting provisioning template and compliance policy overriding each other; migrate to Blueprint to resolve

Android

If your Android device loses policy settings every 24 hours—such as outgoing calls being disabled—you may have conflicting settings between a legacy Provisioning Template and a Compliance Policy. This article explains how to resolve the issue by migrating to a Blueprint.

Before you begin

This issue occurs when:

Your device is provisioned using a legacy Provisioning Template that disables outgoing calls.
A Compliance Policy is applied on top of the template that allows outgoing calls.
These conflicting settings reset approximately every 24 hours.

Blueprints consolidate all device configuration into a single unified policy, eliminating conflicts that occur when using Provisioning Templates and Compliance Policies together.

Step 1: Create a Blueprint

In the Esper Console, go to Blueprints → + Create Blueprint.
Configure the Blueprint to include all settings from your existing Provisioning Template and Compliance Policy.
Ensure the outgoing calls restriction is set to allow calls (not blocked).
Save the Blueprint.

Step 2: Apply the Blueprint to your device

Go to Devices & Groups → [Your Device Name].
Select Blueprint and choose your new Blueprint from the list.
Click Apply.

Step 3: Monitor the device for 24 hours

After applying the Blueprint, monitor your device to confirm that outgoing calls remain functional and settings do not revert. Check that:

Outgoing calls work without manual policy reassignment.
Call history is populated normally.
The Esper Console shows the Blueprint as the active configuration.

Step 4: Check for Samsung Knox Mobile Enrollment conflicts (Samsung devices only)

If you are using a Samsung device, residual settings from Samsung Knox Mobile Enrollment (KME) can also cause policy conflicts:

Visit the Samsung Knox portal.
Check whether your device's serial number or IMEI is listed.
If listed, remove the device from the KME portal before re-provisioning with the new Blueprint.

Step 5: Reprovision if needed

If the issue persists after applying the Blueprint, reprovision your device from scratch:

Unenroll the device from Esper.
Remove it from any KME portal (if applicable).
Re-enroll using the new Blueprint configuration.
Monitor for another 24-hour cycle to confirm the issue is resolved.

If the issue persists

If outgoing calls are still disabled after 24 hours, capture a bug report at the moment the restriction reapplies:

Go to Devices & Groups → [Your Device Name] → Actions → Request Bug Report.
Alternatively, use ADB to capture a bug report manually:
```
adb bugreport
```
Save the bug report file and prepare to share it with Esper Support.

Still need help?

If you've completed these steps and the issue remains unresolved, contact Esper Support. Include your bug report and the details of the Provisioning Template and Compliance Policy you were using so we can investigate further.