Blueprint Converge fails on devices with outdated Esper Agent: update agent to resolve

Android

When migrating a device from the legacy Templates system to Blueprints using a Converge command, the operation stalls and the device remains in a Registered state instead of transitioning to Active.

Why this happens

Esper Agent v7 and earlier do not support the Converge operation required by Blueprints. When a Converge command is issued to a device running an outdated agent, the device cannot process it and the migration cannot complete until the agent is updated.

Steps to resolve

1. Check the installed Esper Agent version.
   In the Esper Console, go to Devices & Groups → [Device Name] → Device Details and locate the Esper Agent version field. If the version is v7 or earlier, continue with the steps below before re-issuing the Converge command.
2. Confirm the device status.
   In Devices & Groups → [Device Name], check the device's current state. The device must show as Active to receive commands. If it shows as Registered and the option to set it Active is not available in the Esper Console, contact Esper Support before proceeding.
3. Send the Esper Agent update command.
   In Devices & Groups → [Device Name], select Esper Software Updates and issue the update to the latest Esper Agent version. If the device is online, the command is sent immediately. If the device is offline, the command enters a Pending state and executes automatically when the device reconnects — no action is needed on your end once it comes online.
4. Ensure the device is online.
   The update command cannot execute while the device is offline. If the device is at a remote location, coordinate with on-site staff to power cycle it and confirm network connectivity before continuing.
5. Re-issue the Converge command.
   Once the agent update completes, go to Devices & Groups → [Device Name] → Blueprint and send the Converge command again. This applies the Blueprint configuration and completes the migration from Templates.

Verify: The device should show a status of Active in Devices & Groups and display the applied Blueprint on the device details page within 5 minutes of the Converge command completing. Confirm the device behaves as expected under the new Blueprint configuration.

If this doesn't resolve it

• Agent update command stays Pending: If the device is confirmed online but the update remains in Pending state for more than 10 minutes, collect logs from Devices & Groups → [Device Name] → Device Logs and contact Esper Support.
• Converge command fails after the agent update: Pull device logs via ADB using:

  adb shell logcat -d | grep -i "esper\|converge"

  Then contact Esper Support with the device serial number, the Esper Agent version, and the collected logs.
• Device cannot be brought online: If on-site staff cannot reconnect the device, contact Esper Support with the device serial number and a description of the network environment for further guidance.

Still need help?

If updating your Esper Agent doesn't resolve the Blueprint Converge failure, please submit a support ticket and include your current Esper Agent version, the affected device serial numbers, and the specific error message you're receiving.