Bug report stuck in progress state after timeout: reboot device to reset

Android

When a bug report request times out on an Android device, the device can become stuck in a Bug report already in progress state that blocks all subsequent bug report requests.

Why this happens

Android bug reports require a user on the device to tap Share on a notification within 30 minutes of the request being initiated. If that window expires, the device retains an internal flag indicating a report is still in progress. The Esper Agent cannot override this flag remotely — only a reboot clears it.

Steps to resolve

1. Confirm the device is in a stuck state. In the Esper Console, navigate to Devices & Groups → [Device Name] → Activity Feed and look for a timeout event followed by a Bug report already in progress error on any later request. This confirms the flag is set.
2. Reboot the device remotely. Navigate to Devices & Groups → [Device Name] → Actions, then select Reboot. The reboot clears the internal flag that is blocking new bug report requests.
3. Wait for the device to come back online. In Devices & Groups → [Device Name], confirm the device status returns to Online before proceeding.
4. Submit a new bug report request. Navigate to Devices & Groups → [Device Name] → Actions and select Request Bug Report.
5. Instruct the on-device user to act promptly. A user must tap Share on the bug report notification in the device's notification panel within 30 minutes of the request. If no user is physically present, a technician must be on-site to complete this step — remote bug report collection cannot be completed on fully unattended or kiosk devices.

Verify: Navigate to Devices & Groups → [Device Name] → Activity Feed. The bug report request should show a success status within a few minutes of the user tapping Share. If the entry still shows Bug report already in progress after rebooting, proceed to the section below.

If this doesn't resolve it

• Notification is not appearing on the device: The notification panel may be restricted by the applied blueprint. Navigate to Blueprints → [Blueprint Name] → Display → Status Bar and Notification and confirm the notification panel is enabled and accessible to the user.
• Device continues to time out even with a user present: The device may have a deeper system-level issue preventing bug report generation.
• Reboot did not clear the stuck state: The flag may not have reset as expected.

For any of the above, contact Esper Support and include the following:

• Device name or serial number
• A screenshot of the Activity Feed showing the timeout and Bug report already in progress errors
• Whether the device is attended or unattended
• The name of the blueprint applied to the device, if any

Still need help?

If rebooting your device doesn't resolve the stuck bug report, please submit a support ticket and include the device ID, the bug report ID that's stuck in progress, and the timeout duration you experienced.