Kiosk Mode devices missing or misconfigured — locate tenant and fix settings

Android

When Kiosk Mode devices are not visible in the Esper Console, go to sleep unexpectedly, or display the wrong URL, the device is either provisioned to a different Esper tenant than the one you are logged into, or the Blueprint controlling the device has incorrect display or mode settings.

Why this happens

During provisioning, each device is enrolled into a specific Esper tenant. If multiple tenants exist in your organization, it is possible to log into one tenant while your devices are registered in another. Kiosk Mode behavior — including screen timeout and the URL displayed — is controlled entirely by the Blueprint applied to the device, so any misconfiguration there is reflected immediately on the device.

Step 1: Confirm you are logged into the correct tenant

1. Check the browser address bar after logging in. Your tenant URL follows the format https://your-tenant-name.esper.cloud. If you are unsure of your tenant name, check the original provisioning documentation or onboarding email you received from Esper or your implementation partner.
2. If you still cannot identify the correct tenant, contact Esper Support and provide a device serial number. Support can confirm which tenant the device is enrolled in.
3. Log into the confirmed tenant URL before continuing with any steps below.

Step 2: Locate your devices

1. Navigate to Devices & Groups in the Esper Console.
2. Enter the device serial number, device name, or group name in the search box. The serial number is the most reliable identifier because it is unique and does not change.
3. If no devices appear after searching, return to Step 1 and verify the tenant URL in your browser matches the tenant your devices were provisioned to.

Step 3: Switch a device from Kiosk Mode to Multi-App Mode

Use the quick action method to change a single device immediately, or the Blueprint method to update multiple devices at once.

Quick action method (single device)

1. Go to Devices & Groups and select the device by clicking its name.
2. Click the Settings quick action on the device detail page.
3. Under Device Mode, select Multi-App Mode.
4. Click Apply. The change is pushed to the device immediately while it is online.

Blueprint method (multiple devices)

1. Navigate to Blueprints in the Esper Console.
2. Click the blueprint assigned to your Kiosk Mode devices.
3. Click Edit.
4. Locate the Device Mode setting and change it to Multi-App Mode.
5. Click Save, then select the devices or groups to apply the updated blueprint to and click Apply.

Step 4: Fix devices going to sleep unexpectedly

1. Navigate to Blueprints and click the blueprint assigned to your Kiosk Mode devices.
2. Click Edit.
3. Go to Device Settings → Display.
4. Set Screen Timeout to a longer duration. If the screen must stay on continuously, select Never. This is appropriate for unattended kiosk deployments where constant display is required.
5. Click Save, then apply the blueprint to the affected devices or groups.

Step 5: Correct the Kiosk browser URL

1. Navigate to Blueprints and click the blueprint assigned to your Kiosk Mode devices.
2. Click Edit.
3. Go to the Kiosk or Web App section within the blueprint.
4. Update the URL field to the correct address.
5. Click Save, then apply the blueprint to the affected devices or groups.

Verify: In Devices & Groups, open the device detail page for each affected device. Confirm the Device Mode field reflects your intended mode, the Activity Feed shows a successful blueprint sync, and the physical device displays the correct URL without the screen turning off unexpectedly. Blueprint changes typically reflect on the device within 5 minutes when the device is online.

If this doesn't resolve it

If devices still do not appear after confirming the correct tenant, or if blueprint changes are not applying, collect the following before contacting Esper Support:

• The device serial number(s)
• Your tenant URL (from the browser address bar)
• A screenshot of the Activity Feed on the affected device detail page showing the most recent sync attempts
• The name of the blueprint currently applied to the device

Contact Esper Support at support.esper.io with these details to expedite resolution.

Still need help?

If your Kiosk Mode devices are still missing or misconfigured after checking your tenant settings, submit a support ticket and include your tenant name, the affected device serial numbers, and the specific Kiosk Mode configuration you're attempting to apply.