Wi-Fi blocked after device reactivation from removed state: reprovision to restore connectivity and policy

Android

Title: Wi-Fi blocked after device reactivation — reprovision to restore connectivity

When a device is removed from Esper and later reactivated, it may be unable to connect to any Wi-Fi network despite appearing to be provisioned normally.

Why this happens

Removing a device from Esper does not automatically wipe its configuration. If the device retains the previously applied blueprint, any Wi-Fi restrictions in that blueprint continue to be enforced. Because the device cannot reach Esper servers through a blocked connection, it cannot receive updated policies remotely — the fix must be performed locally.

Steps to restore connectivity

1. Confirm the device has a stale policy. On the device, open Esper Settings → About Device → Esper Agent and check for a displayed Template ID. If no Template ID appears, the device is enforcing a stale configuration and must be reprovisioned.
2. Access Esper Settings. If the Esper Settings icon is not visible on the home screen, open it from the Hidden Dock. Refer to your organization's provisioning documentation for Hidden Dock access steps, or contact your IT administrator for the Admin password required in the next step.
3. Initiate a factory reset from within Esper Settings. Navigate to Esper Settings → Admin Settings, then tap Factory Reset. This removes the stale policy and returns the device to a clean state. If the Factory Reset option is not listed, proceed to step 4.
4. Perform a hardware-level factory reset if the in-app option is unavailable. With physical access to the device, boot into recovery mode using the button combination specified by your device manufacturer (typically a combination of the volume and power buttons). Select Wipe data / Factory reset from the recovery menu. Consult your manufacturer's documentation for the exact steps.
5. Reprovision the device using your organization's standard method (QR code, Zero-Touch, KME, or similar). During provisioning, assign the correct, current blueprint to ensure the device receives up-to-date Wi-Fi and policy settings.

Verify: After provisioning completes, open the Esper Console and navigate to Devices & Groups. The device should appear with a status of Online, display the correct blueprint assignment, and connect to Wi-Fi without restrictions — typically within 5 minutes of provisioning completing.

If this doesn't resolve it

If the device remains offline or Wi-Fi restrictions persist after reprovisioning, contact Esper Support with the following information:

• Device serial number
• Name of the blueprint assigned during reprovisioning
• A screenshot of Esper Settings → About Device → Esper Agent showing the current agent version and Template ID (if any)
• A description of which Wi-Fi networks are blocked and any error messages shown on the device

Still need help?

If reactivating your device from a removed state still doesn't restore Wi-Fi connectivity, submit a support ticket and include your device ID, the timestamp of reactivation, and details about which policies failed to reapply.