Blueprint convergence stuck in "Acknowledged" state after group move: add Knox Service Plugin to Preloaded Apps and contact Esper Support

Android

If your devices are stuck in Blueprint convergence after moving to a new group, this article explains how to fix the issue and recover affected devices. This problem typically occurs on Samsung devices when the Knox Service Plugin is not included in your blueprint's preloaded apps list.

Before you begin

Check whether your affected devices show a convergence status of Acknowledged or Initiated in the Esper Console. If convergence is still in Queued state, you can cancel it directly from the Esper Console without following these steps.

Step 1: Update your blueprint to prevent this issue

In the Esper Console, go to Blueprints and open the affected blueprint.
Click Edit Blueprint.
Navigate to Apps & Configuration.
Under Preloaded Apps, click Add Application.
Enter the package name: com.samsung.android.knox.kpu
Set the application state to Hide.
Click Publish to save and deploy the updated blueprint.

Step 2: Recover devices already stuck in convergence

If your devices are showing convergence status of Acknowledged or Initiated, the Esper Console cannot cancel the command. You must contact Esper Support to cancel the in-flight convergence command from the backend.

Identify the serial numbers or device names of all affected devices.
Contact Esper Support and provide the device names or IDs. Request backend cancellation of the stuck convergence commands.
Once Esper Support confirms the commands are cancelled, move your devices back to their previous working group or blueprint to clear the In Drift status.
After devices are stable, converge them to the corrected blueprint from Step 1.

Verify the fix

Confirm that:

Affected devices no longer show In Drift status in the Esper Console
Blueprint convergence completes successfully without timing out

Why this happens

On Samsung devices, the Knox Service Plugin (com.samsung.android.knox.kpu) is a pre-installed system application that cannot be uninstalled through standard Android package manager APIs. When your blueprint does not include this package in its preloaded apps list, Esper interprets it as an instruction to uninstall the app. The uninstall attempt fails silently, causing the convergence command to enter a timeout loop. Eventually the command times out and the device is marked as failed and placed In Drift.

Additional troubleshooting

If the blueprint update does not resolve convergence failures:

Review your blueprint's Preloaded Apps list for any other system or OEM packages that may be causing similar issues. Add each package with state Hide or Show as appropriate.
To identify other unremovable system apps on your device, run the following ADB command and compare the output against your blueprint's app list:
```
adb shell pm list packages -s
```
If you have a large fleet of Samsung devices and regularly move them across groups, consider auditing all blueprints to ensure Knox-related system packages are included in preloaded apps.

Still need help?

Contact Esper Support if your devices remain stuck after following these steps or if you need backend cancellation of in-flight convergence commands.