Device stuck on provisioning screen for 30+ hours: reboot or factory reset + reprovision to recover

Android

If your device is stuck on the Esper provisioning screen for an extended period, you can usually recover it by rebooting, factory resetting, and reprovisioning. This article walks you through the recovery process.

Before you begin

This issue typically occurs when the Esper agent completes enrollment on the backend but the device-side setup wizard fails to advance. The device may appear in your Esper Console but remain frozen on the provisioning screen. You may also notice unexpected notification sounds on other devices during this time — this is background agent activity and is normal during initial policy setup.

Step 1: Reboot the device

In the Esper Console, go to Devices & Groups.
Select the device that is stuck on the provisioning screen.
Click Actions → Reboot.
Wait 2–3 minutes for the device to restart and come back online.
Check the device screen to see if the provisioning screen has cleared and the device has reached a managed state.

If the reboot resolves the issue, you're done. If the device remains stuck on the provisioning screen, proceed to Step 2.

Step 2: Access the Esper diagnostic menu

On the device, tap the Esper logo continuously 6–7 times.
The Esper diagnostic menu should open.

Note: This gesture only works if the Esper agent has partially initialized on the device. If the menu does not appear, skip to Step 3.

Step 3: Factory reset the device

You can factory reset the device through the Esper menu or manually via hardware recovery mode.

Option A: Factory reset via the Esper menu

In the Esper diagnostic menu (from Step 2), select the factory reset option.
Confirm the factory reset.
The device will wipe all device-side state and remove the partial provisioning.

Option B: Factory reset via hardware recovery mode

If the Esper diagnostic menu is inaccessible, perform a manual factory reset:

Power off the device completely.
Boot the device into hardware recovery mode. The key combination varies by device manufacturer — consult your device's documentation.
Use the recovery menu to select Wipe data / factory reset.
Confirm the reset and allow the device to reboot.

Step 4: Remove the device record from the Esper Console

In the Esper Console, go to Devices & Groups.
Find the device that you just factory reset.
Click Actions → Remove Device.
Confirm the removal.

This cleans up the incomplete enrollment record before you reprovision.

Step 5: Reprovision the device

Reprovision the device using the same method you originally used (QR code, Zero-Touch, KME, or ADB).
Ensure the device has a stable network connection throughout the entire provisioning flow.
Do not interrupt the provisioning process.

Step 6: Verify provisioning is complete

In the Esper Console, go to Devices & Groups.
Confirm the device appears with a status of Online.
Verify that the correct Blueprint and policies have been applied.
On the device, confirm that the provisioning screen is no longer visible and that the Esper Launcher or your expected home screen is displayed.

If the device remains stuck

If the device is still stuck after completing a factory reset and reprovision:

Check provisioning method compatibility: Some device manufacturers restrict Device Owner provisioning on certain Android versions or firmware builds. Verify that your provisioning method (QR code, Zero-Touch, KME, or ADB) is compatible with your device's OS version and manufacturer.
Capture diagnostic logs: Connect to the device via ADB and run the following command to capture provisioning-related logs:
```
adb shell logcat -d | grep -i "Esper Agent\|esper\|device_admin\|device_owner"
```
Save these logs for troubleshooting.
Multiple devices stuck simultaneously: If multiple devices on your tenant are stuck in provisioning at the same time, this may indicate a tenant-side backend issue. Contact Esper Support with details about the affected devices and your provisioning method.
Notification sounds persist: If unwanted notification sounds continue after provisioning completes and the device is fully managed, use Remote ADB to identify which app or system service is triggering the sounds. This usually resolves once the device settles into a managed state.

Still need help?

If you've completed all steps and your device is still not provisioning successfully, contact Esper Support. provide:

Your device name and serial number
Your provisioning method (QR code, Zero-Touch, KME, or ADB)
Device manufacturer, model, and Android version
ADB logs captured during the provisioning failure (if available)