QR Code provisioning stuck on "Step 1" — switch to EMM Token provisioning to recover

Android

If your device is stuck on "Step 1" during QR code provisioning, you can recover by switching to EMM Token provisioning. This article walks you through the process.

Before you begin

This issue has been observed on Samsung Galaxy Tab A9+ 5G devices. Gather the serial numbers from the affected devices before you start—you'll need them to pre-register devices for EMM Token provisioning.

How to switch to EMM Token provisioning

1. Collect the device serial numbers from the affected devices.
2. In the Esper Console, open your provisioning template or Blueprint.
3. Add the device serial numbers to the enrollment profile to pre-register the devices for EMM Token provisioning.
4. Generate an EMM Token for the provisioning template. See EMM Token Provisioning for detailed instructions.
5. Factory reset each affected device to return it to the out-of-box setup wizard.
6. When the device reaches the Google account setup screen, enter the EMM token when prompted (typically at the email field). Follow the EMM Token Provisioning guide for exact entry steps.
7. Configure your Blueprint:
   • Add all required applications under Apps
   • Set the appropriate state for preloaded or system applications
   • Create any required Web Applications (such as a shortcut to a customer-specific URL) under Apps → Web Apps
8. Verify enrollment completion in the Esper Console under Devices & Groups. The device status should show as Active, and the Blueprint should reflect as applied.

Troubleshooting

EMM Token provisioning also stalls

• Verify that the device has a stable internet connection during the setup wizard. Provisioning requires the Esper Agent to download successfully over the network.
• Check whether your Wi-Fi network has firewall rules or proxy settings that block access to Esper provisioning endpoints.
• Try using a mobile hotspot or a known-good open network to isolate network issues.
• If problems persist after trying a different network, contact Esper Support with details about your device model, Android OS version, and network environment.

Serial number pre-registration doesn't resolve enrollment failures

If enrollment fails even after pre-registering device serial numbers and trying a different network, contact Esper Support. Provide your device model and any error messages you see during enrollment.

Known limitations

• This issue has been observed on Samsung Galaxy Tab A9+ 5G. Behavior on other Samsung models or Android versions is not confirmed.
• Factory reset alone does not resolve QR provisioning stalls on affected devices. The same failure will recur if you re-scan the QR code.
• EMM Token provisioning requires device serial numbers to be pre-registered in the Esper Console when serial-number whitelisting is enabled.
• Your Blueprint must include all required apps and web application shortcuts before enrollment if you need them on first boot.

Still need help?

If you've completed these steps and your devices are still not enrolling, submit a support ticket. Include your device model, Android OS version, provisioning method, and any error messages you see.