Device re-enrolls into Esper after factory reset / wipe due to serial number still bound to enrollment template

Android

After performing a factory reset and wipe on a device in the Esper Console, you may find that the device re-enrolls into Esper automatically when it reboots instead of showing the standard Android setup. This happens because your device's serial number remains bound to an enrollment template. Follow the steps below to fully remove your device and prevent re-enrollment.

Before you begin

Check whether your device's serial number is registered in an enrollment template. If it is, you must remove it from the template before wiping the device. This prevents automatic re-enrollment.

Step 1: Find the enrollment template

In the Esper Console, go to Provisioning → Enrollment Templates.
Search through the templates to find the one containing your device's serial number.
If you're unsure which template, check each one manually or contact your administrator for assistance.

Step 2: Remove the serial number from the template

Open the enrollment template that contains your device's serial number.
Locate the device serial number in the template's device list or serial number allowlist.
Remove the serial number from the list.
Save the template.

Step 3: Factory reset and wipe the device

Go to Devices & Groups in the Esper Console and find your device.
Select the device and click Remove Device.
On the removal dialog, check both of these options:
- Factory Reset Device
- Wipe External Storage
Confirm and execute the wipe.

Step 4: Verify the reset

After the device reboots, it should display the standard Android out-of-box setup wizard. You should not see an Esper enrollment prompt or passcode request. If the device shows the Esper boot animation or re-enrolls, see the troubleshooting section below.

Troubleshooting

Device still re-enrolls after removing the serial number

If your device continues to re-enroll after you remove the serial number from the template and perform a factory reset, the Esper agent may be embedded in your device's OEM firmware. When an app is embedded in the system partition, a factory reset cannot remove it. Contact your device manufacturer to obtain a firmware image that does not include Esper.

Cannot find the enrollment template

Search all templates under Provisioning → Enrollment Templates using your device's serial number. If you cannot locate the template after checking all available options, contact Esper Support with your device serial number and tenant ID.

Passcode prompt appears after reset

If you see a passcode prompt, try the default Esper kiosk passcode: 0000. If this doesn't work, check the Blueprint settings for the applied policy. Go to Blueprints → [Blueprint Name] → Kiosk Settings → Passcode to see the configured passcode.

Still need help?

If you've followed these steps and your device still isn't behaving as expected, submit a support ticket with your device serial number and a description of what you're seeing.