Login screen loop on managed device: update Esper Agent and contact Esper Support

Android

When a managed device gets stuck in a login screen loop after a user signs in, the device repeatedly redirects back to the login screen instead of landing on the expected home screen, kiosk app, or managed launcher.

Why this happens

An outdated Esper Agent can fail to correctly handle the post-authentication handoff between the OS and the managed environment, causing the device to cycle back to the login screen. Updating the Esper Agent to the latest version resolves this in most cases.

Steps

1. Check the installed Esper Agent version. Navigate to Devices & Groups → [Device Name] → Device Info and note the Esper Agent version. This confirms whether the device is running an outdated build before you push an update.
2. Open the Esper Software Updates flow. In the Esper Console, go to Devices & Groups → [Device Name] and select Esper Software Updates. This section controls agent version deployment for individual devices.
3. Deploy the latest Esper Agent. Select the most recent Esper Agent version available and confirm the deployment. The update will be pushed to the device over the air.
4. Wait for the update to complete. Monitor the device status in Devices & Groups until the Esper Agent version reflects the newly deployed build. This typically completes within a few minutes on a stable network connection.
5. Ask the on-site user to attempt sign-in again. Have the user sign in and observe whether the device lands on the expected screen without looping.

Verify: The user signs in successfully and the device remains on the home screen, kiosk app, or managed launcher without redirecting back to the login screen. This should be confirmed within one sign-in attempt after the agent update completes.

If this doesn't resolve it

If the login loop continues after updating the Esper Agent, collect the following before contacting support:

• A screen recording of the exact sign-in behavior, noting whether the loop occurs at the OS lock screen, app login, or Esper kiosk launcher level.
• Live observation of the loop using Devices & Groups → [Device Name] → Remote Viewer.
• Agent logs from the device by running:

  adb shell logcat -d > agent_log.txt

  Review the output for exceptions or crashes in the Esper Agent or launcher at the point of login.
• A bug report from Devices & Groups → [Device Name] → Bug Report.
• A review of the device's blueprint in Blueprints to check whether a kiosk app or managed launcher setting may be conflicting with the login flow.

Contact Esper Support and include the device ID, device name, current Esper Agent version, device model, Android OS version, and any of the above artifacts you were able to collect.

Still need help?

If you're still experiencing login screen loops after updating Esper Agent, please submit a support ticket and include your device serial number, current Esper Agent version, and the specific Android OS version running on the device.