Remove Esper management from Android device when console access is unavailable

Android

When Esper Console access is unavailable and devices remain under Esper management, you cannot use the standard console workflow to release those devices. This article gives you the correct removal path based on your specific situation.

Why this happens

Esper management is enforced at the device owner level by the Esper Agent, which persists across app uninstalls and standard factory resets initiated from Android Settings when a restrictive policy is active. Removing management requires either a console-initiated wipe or a hardware-level recovery mode reset that operates below the Android OS policy layer.

Before you begin

Every removal method below performs a factory reset. All user data, installed apps, and local files on the device will be permanently erased. Confirm this is acceptable before proceeding.

Option 1: Remove management using the Esper Console (preferred)

If you can recover console access, this is the safest and most reliable method.

Log in to the Esper Console at https://<your-tenant-name>.esper.cloud.
Navigate to Devices & Groups and locate the affected device.
Open the device detail page and select Actions → Remove and Factory Reset. This sends a signed command to the Esper Agent, ensuring the device owner profile is cleanly removed before the reset begins.
Confirm the action when prompted.

Verify: The device reboots into the standard Android setup wizard with no Esper Agent present. This typically completes within 5 minutes of confirming the action.

Option 2: Factory reset via hardware recovery mode

Use this method when console access is completely unavailable. Recovery mode operates below the Android OS, bypassing any Esper policy restrictions on the Settings menu or factory reset option.

Power the device off completely.
Hold the hardware key combination for your device model to enter recovery mode:
- Lenovo Tab M8: Hold Power + Volume Up during boot.
- Most other Android devices: Hold Power + Volume Down during boot.
- For all other models, consult your device manufacturer's documentation for the exact recovery mode key combination.
Using the volume keys to navigate and the power button to confirm, select Wipe data / Factory reset from the recovery menu.
Confirm the wipe when prompted. The device will reboot automatically when the process completes.

Verify: The device boots into the standard Android setup wizard with no Esper Agent present and no managed device profile active.

Option 3: Factory reset via ADB (kiosk-locked devices with USB debugging enabled)

Use this method only if the device is in a kiosk-locked state with no accessible Settings menu, hardware recovery mode is inaccessible, and USB debugging was enabled on the device before the Esper policy was applied.

Connect the device to a computer via USB.
Confirm ADB recognizes the device:
```
adb devices
```
The device serial number should appear with the status device. If the status shows unauthorized, USB debugging authorization was not granted prior to lockdown and this method will not work.

Issue the factory reset broadcast command:

adb shell am broadcast -a android.intent.action.MASTER_CLEAR

Wait for the device to complete the wipe and reboot.

Verify: The device boots into the standard Android setup wizard with no Esper Agent present.

If this doesn't resolve it

If the device remains locked after attempting the steps above, or if you encounter an error during any removal method, contact Esper Support and provide the following information:

Your Esper tenant URL (for example, acme.esper.cloud)
Device ID, serial number, or IMEI for each affected device
The removal method attempted and the exact point at which it failed
Any error messages or on-screen text observed during the attempt

Still need help?

If you're unable to remove Esper management without console access, submit a support ticket and include your device serial number, the error messages you encountered, and confirmation that console access is unavailable.