App update stuck on "Acknowledged" with blue screen after Wi-Fi loss mid-installation

Android

When a device loses Wi-Fi connectivity mid-installation, the Esper Agent holds the device in a blue-screen lockout state and the installation command remains stuck on Acknowledged in the Esper Console. New installation attempts fail with errors such as App installation already in progress or Multiple installations are ongoing. Attempt again shortly.

Why this happens

When a device acknowledges an installation command, the Esper Agent acquires an exclusive installation lock to prevent conflicting updates. If Wi-Fi drops before the installation completes, the lock is never released — the device stays in kiosk lockout (blue screen) and rejects all new installation requests until the original command either completes or expires. A simple reboot does not clear this lock; the command must reach a terminal state first.

What you need before starting

Wi-Fi connectivity restored to the device (any reachable network).
Do not send new app installation commands while the original command still shows Acknowledged — this will add more pending commands and extend the lockout.
Allow up to 60 minutes for the automatic retry window to expire. This is expected behavior, not a system failure.

Steps to recover the device

Confirm the device is back online. Navigate to Devices & Groups → [Device Name] → Overview and verify the device status shows Online. The device must be able to reach Esper before any recovery steps will take effect.
Reboot the device from the Esper Console. Navigate to Devices & Groups → [Device Name] → Actions → Reboot and confirm the reboot. This ensures the Esper Agent restarts cleanly and re-establishes its connection to the backend, giving the pending command the best chance to resolve.
Wait for the stuck command to reach a terminal state. Navigate to Devices & Groups → [Device Name] → Activity Feed and monitor the original installation command. Esper's automatic retry window is approximately 60 minutes from the point of failure. The command will update to either Timed Out or Failed once this window closes. Do not send any new installation commands during this period.
Confirm the command has exited the Acknowledged state. Refresh Devices & Groups → [Device Name] → Activity Feed and verify the original command now shows Timed Out or Failed. Only proceed once you see one of these terminal states — if the command still shows Acknowledged, the lock has not yet cleared.
Send a new installation request. Once the original command has reached a terminal state, dispatch a fresh installation using one of the following methods:
- Esper Console: Navigate to Devices & Groups → [Device Name] → Apps, locate the app, and select Install or Update.
- Esper API: Issue a new POST /v0/enterprise/{enterprise_id}/device/{device_id}/app/install/ request.

Verify: The new installation command should progress through Acknowledged → In Progress → Completed in the Activity Feed. The device should exit the blue screen and display the updated app within a few minutes of the command reaching Completed.

If this doesn't resolve it

If the device is still showing a blue screen after 60 minutes, the command remains stuck on Acknowledged, or new installation commands continue to return lock-related errors, the installation lock may not have cleared automatically.

If physical access is available, perform a manual power cycle on the device and allow it to reconnect to Wi-Fi.
Do not perform a factory reset without guidance from Esper Support, as this will unenroll the device.

Contact Esper Support and include the following:

Device serial number or IMEI
Enterprise ID
Timestamp of when the Wi-Fi loss occurred
Screenshots of the Activity Feed showing the stuck command and its current state
Any error messages displayed on the device screen

Still need help?

If your app update remains stuck on "Acknowledged" after a Wi-Fi interruption, submit a support ticket and include your device logs, the timestamp of the Wi-Fi loss, and the app version that failed to install.