Esper Agent update causes Blueprint converge to get stuck: resolve race condition

Android

When an Esper Agent update is deployed to a device group and a Blueprint converge is triggered before the update finishes, converge requests on some or all devices become stuck in In Progress or Queued state and never complete.

Why this happens

Deploying an Esper Agent update and triggering a Blueprint converge at the same time creates a race condition. The device is mid-update when it receives the converge command, so the Esper Agent cannot process the request. The command remains queued or stalls in progress until it is manually cleared and re-sent.

Steps

1. Confirm the Esper Agent update pipeline has fully completed.
   Go to Esper Software Updates and select the Esper Agent version you deployed. Wait until the pipeline status shows Completed before continuing. Triggering a converge while the pipeline is still running is the direct cause of the stuck state.
2. Identify stuck converge requests on the affected group.
   Go to Devices & Groups → [Your Group Name] and check whether any Blueprint converge requests are listed as Queued or In Progress. Note which devices are affected.
3. Cancel all stuck converge requests.
   For each affected device, cancel the pending converge request before issuing a new one. Issuing a new converge without cancelling the stuck request can cause both requests to conflict.
4. Trigger a fresh Blueprint converge on the group or individual devices.
   From Devices & Groups → [Your Group Name], initiate a new Blueprint converge. Allow the converge to run to completion before navigating away.
5. Verify that all devices show a successful converge status.
   In Devices & Groups → [Your Group Name], confirm that every device shows a converge status of Success. Then open Devices & Groups → [Device Name] for a sample of affected devices and confirm that Blueprint settings — policies, wallpaper, configuration parameters — are active on the device.

Verify: All devices in the group should show a converge status of Success and reflect the expected Blueprint settings within 10 minutes of the converge completing. If a device shows Success but the settings are not applied, a state synchronization issue is present — collect logs as described below and contact support.

If this doesn't resolve it

Before contacting support, check the following:

• Device connectivity: Confirm the device is online in Devices & Groups → [Device Name]. Offline or intermittently connected devices queue commands without executing them.
• Drift state: If a device was in Drift state before the Agent update, it remains in Drift after the update. A fresh converge is required to resolve drift — a successful update does not automatically clear it.
• Esper Agent logs: Go to Devices & Groups → [Device Name] → Actions → Collect Logs to pull logs from the device. Alternatively, collect logs over ADB:

  adb shell logcat -d -s EsperDevicePolicy > agent_logs.txt

If the issue persists, contact Esper Support and include the following:

• Device serial numbers and model names
• Blueprint ID
• Esper Agent logs from affected devices
• The exact time the Esper Agent update pipeline completed
• Whether the issue occurs consistently after every Agent update or only in specific conditions

Still need help?

If you're still experiencing Blueprint convergence issues after applying the fix, please submit a support ticket and include your Esper Agent version, the Blueprint configuration that's stuck, and your device logs from the time the convergence issue occurred.