Device stuck in provisioning "Preparing" step after QR code enrollment: remove and restart

Android

If your device gets stuck on the "Preparing" step during QR code enrollment and won't advance, you need to remove it from the Esper Console and start fresh. This article walks you through the process.

Before you begin

Do not attempt to re-provision a device while it's still listed in the Esper Console. A device stuck in a partial provisioning state must be completely removed first, even if it appears online or shows an Acknowledged action status.

Step 1: Remove the device from the Esper Console

Go to Devices & Groups and select the stuck device.
Select Actions → Remove Device.
If the option is greyed out or unresponsive, contact Esper Support to trigger the removal from the backend.

Step 2: Wait for removal to complete

Allow 2–5 minutes for the remove command to process. Then verify the device no longer appears in Devices & Groups.

If the device still appears in the Esper Console after 5 minutes, contact Esper Support for backend removal.

Step 3: Factory reset the device

Perform a factory reset on the physical device before attempting to re-provision. This clears the Esper Agent and any partial Device Owner setup that may be causing the stuck state.

Do not skip this step. Re-scanning the QR code on a device that was not fully reset is likely to reproduce the same issue.

Step 4: Re-provision with a fresh QR code

In the Esper Console, go to Provisioning → Provisioning Methods → Android → 6-tap QR Code.
Configure your Blueprint and settings.
Generate a fresh QR code.
On the factory-reset device, scan the QR code to begin enrollment.

Step 5: Verify successful provisioning

Confirm the device progresses through all provisioning steps and appears in Devices & Groups with a Provisioned status and your expected Blueprint applied.

If the device gets stuck again

If the device becomes stuck at the same step after a second re-provision attempt, gather the following information before contacting support:

A screenshot or screen recording of the exact step where the device is stuck
Device model, Android OS version, and Esper Esper Agent version
ADB Esper Agent logs (if accessible):
```
adb logcat -s Esper Agent
```
Confirmation of whether Device Owner rights are being granted — note whether the device reaches the "Setting up your device" screen or stalls before it

Still need help?

If your device remains stuck after completing these steps, or if you cannot remove the device from the Esper Console on your own, submit a support ticket with the information listed above. Include your device serial number and a detailed description of what step the provisioning gets stuck on.