Device missing from Esper Console after removal: how removal works and how to reprovision

Android

Improved title: Device removed from Esper Console — how to reprovision it

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When a device is removed from the Esper Console using the Remove Device action, it disappears permanently from Devices & Groups and cannot be recovered — the only way to bring it back under management is to reprovision it from scratch.

Why this happens

The Remove Device action permanently deletes the device record from your Esper tenant and triggers a factory reset on the device, severing its association with Esper. This is different from performing a factory reset directly on the device hardware: a hardware-only factory reset leaves the device record intact in the Esper Console (shown as offline) and does not require reprovisioning.

How to reprovision a removed device

1. Confirm the device has been factory reset. If the Remove Device action was completed in the Esper Console, the factory reset was triggered automatically. If the device was not reset as part of that action, perform a manual factory reset directly on the hardware before proceeding.
2. Identify the provisioning method originally used for this device. The reprovisioning method must match your existing enrollment setup. Common methods include:
   • QR code
   • Zero-Touch Enrollment (ZTE)
   • Samsung Knox Mobile Enrollment (KME)
   • Android for Work (AFW) token
3. In the Esper Console, navigate to Provisioning and locate or generate the provisioning profile for the target blueprint and device group. The provisioning profile contains the enrollment credentials the device needs during setup — without the correct profile, enrollment will fail even if the QR code scans successfully.
4. Reprovision the device using your enrollment method:
   • QR code: On the device setup screen, tap the screen six times to open the QR code scanner, then scan the Esper provisioning QR code.
   • Zero-Touch Enrollment or KME: Confirm the device IMEI or serial number is registered in the respective enrollment portal (Google Zero-Touch or Samsung KME) with Esper set as the enrollment solution, then power on the device and complete the setup wizard.
   • AFW token: During setup, enter the Esper AFW enrollment token when prompted for a work account or enrollment code.
5. Check network connectivity and device time settings if enrollment stalls. An incorrect date or time on the device causes certificate validation failures that silently block enrollment — correct the time manually in device settings before retrying.

Verify: The device should appear in Devices & Groups with a status of Active and show the assigned blueprint configuration applied within 5–10 minutes of completing provisioning.

If this doesn't resolve it

If the device does not appear as Active after reprovisioning, collect the following before contacting support:

• The provisioning method used (QR code, ZTE, KME, or AFW)
• The device make, model, and Android version
• A screenshot of any error message shown on the device during provisioning
• The name of the blueprint and device group targeted during provisioning
• For ZTE or KME: confirmation of whether the IMEI or serial number appears in the enrollment portal

Contact Esper Support with this information to expedite resolution.

Still need help?

If you're still unable to locate or reprovision your device, please submit a support ticket and include your device serial number, the date of removal, and whether you've attempted reprovisioning.