Device lockdown state mismatch: console reports unlocked while device is physically locked

Android

Title: Device locked but Esper Console shows unlocked — fix the state mismatch

When a device is physically locked and cannot be unlocked manually, but the Esper Console reports its state as unlocked, the device and Console are out of sync.

Why this happens

The Esper Agent periodically reports device state back to the Console. If a lockdown or unlock command was interrupted mid-delivery — due to a brief network drop, an agent restart, or a timing conflict between commands — the Console can retain a stale state that no longer reflects what is happening on the device.

Before you begin

Confirm all three conditions are true before proceeding:

The device is physically locked and cannot be unlocked manually.
The Esper Console shows the device state as unlocked.
The device is online and actively syncing with the Esper Console.

If the device is offline or not syncing, resolve the connectivity issue first. A state mismatch caused by an offline device will clear itself once the device reconnects and re-syncs.

Steps

Review recent lock commands in the Activity Feed.
In the Esper Console, go to Devices & Groups → [Device Name] → Activity Feed. Look for any lockdown or unlock commands and note their delivery status — delivered, pending, or absent entirely. This tells you whether the Console successfully communicated a state change to the device or whether the command was lost before it arrived.
Send a fresh unlock command to the device.
In the Esper Console, go to Devices & Groups → [Device Name] → Actions and select Unlock Device. This forces the Console to issue a new unlock command rather than relying on the stale reported state.
Confirm the command was delivered.
Return to Devices & Groups → [Device Name] → Activity Feed and verify the new unlock command shows a status of Delivered. If it remains pending for more than five minutes, the device may have a connectivity or agent issue — see the section below.
Attempt to unlock the device physically.
After the unlock command shows as delivered, try to unlock the device. If it unlocks successfully, the state mismatch is resolved.

Verify: The device unlocks manually and the Esper Console shows the device state as unlocked. The Activity Feed should show the unlock command as Delivered within five minutes of sending it.

If this doesn't resolve it

If the device remains physically locked after the unlock command shows as delivered, collect the following diagnostic information before contacting support:

The device ESP-ID.
Device model, OEM, and Android version.
A bug report captured while the device is in the locked state. Generate this from the device's developer options or via ADB using adb bugreport.
Esper Agent logs filtered for lock state entries. Run the following command and save the output:
```
adb shell logcat -d | grep isDeviceLockedDown
```

Contact Esper Support and attach the ESP-ID, bug report, and filtered agent logs to your ticket. This gives the support team the exact state the agent was reporting at the time of the failure.

Still need help?

If you're still experiencing lockdown state mismatches between the console and your device, please submit a support ticket and include your device serial number, the observed lockdown state on both the console and physical device, and your last attempted lockdown command timestamp.