Device stuck in boot loop attempting to launch NX app after switching to Multi-App mode

Android

If your device enters a boot loop after switching from single-app mode to Multi-App mode, you can recover it using the Esper Console, ADB, or a factory reset. This article explains how to resolve the issue step by step.

Before you begin

Before attempting recovery, note that a factory reset will erase all device data. Confirm you have permission to proceed before taking this action. Identify the package name of the app causing the boot loop (usually your previous kiosk application) — you'll need this for ADB recovery steps.

How to recover via Esper Console

Use this method if your device is still checking in with Esper.

Navigate to Devices & Groups → [Device Name] → Overview and confirm the device is online and reachable.
Go to Devices & Groups → [Device Name] → Blueprint and verify that the correct Multi-App mode Blueprint is applied.
If the Blueprint is incorrect, update the launcher and mode settings, then click Apply Blueprint to push the new policy.
If the Blueprint is correct but the device is still looping, go to Devices & Groups → [Device Name] → Actions and select Reboot to force the device to apply policies from a fresh start.
Wait for the device to restart. It should now load the Android launcher without entering the boot loop.

How to recover via ADB

Use this method if your device is physically accessible but the Esper Console commands aren't working. You'll need a computer with ADB installed.

Connect the device to your computer via USB cable.
Verify ADB is enabled on the device. If not, enable it through the Esper Console by going to Devices & Groups → [Device Name] → Actions → Enable ADB.
Confirm the device is detected by running:
```
adb devices
```
Clear the default launcher assignment by running:
```
adb shell pm clear <package_name>
```
Replace <package_name> with the package name of the app causing the loop. If you don't know the package name, run adb shell pm list packages to find it.
Reboot the device:
```
adb reboot
```
Wait for the device to restart. It should now boot into the Android launcher normally.

How to recover via factory reset

Use this method only if your device is completely unresponsive and cannot be reached through the Esper Console or ADB.

Perform a hardware factory reset using your device's physical key combination. This is typically Power + Volume Down, but varies by manufacturer. Check your device's documentation for the exact combination.
After the reset completes, re-provision the device through Esper using your normal provisioning method (QR code, Zero-Touch, or KME).
Once provisioning is complete, apply your Multi-App Blueprint to the device.
Verify the device appears in Devices & Groups with the correct Blueprint and is functioning normally.

If the device is still looping

If the device is online in the Esper Console but policies aren't being applied, check the MQTT connectivity status under the device overview. Reconnect the device or reboot it remotely to restore communication.
If ADB commands aren't clearing the app because it has Device Owner privileges, or if the device remains unresponsive after trying all steps above, contact Esper Support with your Device ID, device serial number, and device model.
If multiple devices entered boot loops after the same mode switch, report this immediately as it may indicate a broader issue with your Blueprint configuration.

Still need help?

If you've tried all recovery options and your device is still in a boot loop, submit a support ticket. Include your Device ID, device serial number, device model and manufacturer, and details about when the issue started.