Google Maps widget not displaying in installed app: reprovision device to recover

Android

Title: Google Maps widget not showing in app — reprovision device to fix

When a Google Maps address-search widget stops rendering or responding inside an installed app — even though Google Maps loads correctly in the device browser — the Esper Agent's WebView context has lost access to the required Google Maps API domains. Reprovisioning the device restores a clean configuration.

Why this happens

Android apps that embed a Google Maps address-search widget rely on WebView to load Maps API resources from *.googleapis.com and *.gstatic.com. If kiosk mode URL allowlists or network filtering rules block these domains within WebView contexts, or if the Android System WebView version drifts out of sync across a device group, the widget silently fails even though the browser — which uses a separate network stack — continues to work.

Check configuration before reprovisioning

Reprovisioning performs a factory reset. Rule out configuration issues first so you do not reset devices unnecessarily.

1. Verify that Maps API domains are not blocked. Go to Blueprints → [Your Blueprint] → Network Settings and review any URL allowlists or content-filtering rules. Confirm that *.googleapis.com, maps.googleapis.com, and *.gstatic.com are explicitly allowed. These domains must be reachable from within WebView contexts, not just the system browser.
2. Confirm WebView domains are allowed in kiosk mode. If the device runs in kiosk mode, go to Blueprints → [Your Blueprint] → Kiosk Settings and verify that the same Maps API domains appear in the allowed URL list. Kiosk mode enforces its own URL filtering layer on top of network-level rules.
3. Check the Android System WebView version on the affected device. On the device, open Settings → Apps → Android System WebView and note the version number. Compare it against a device where the widget works. A version mismatch can cause rendering failures; if versions differ, test by pinning WebView to the version used by working devices in the same group.

If none of these checks reveal a configuration issue, proceed to reprovisioning.

Reprovision the device

1. Schedule a maintenance window. Reprovisioning performs a factory reset and re-enrolls the device. Ensure the device is not in active use before continuing.
2. Remove the device from the Esper Console. Go to Devices & Groups → [Device Name] → Actions and select Remove Device. Choose Wipe + Remove to guarantee a clean factory reset. This ensures no residual configuration carries over to the re-enrolled device.
3. Wait for the factory reset to complete. The device will reboot and return to the Android setup screen automatically.
4. Re-enroll the device using your standard provisioning method. Navigate to Devices & Groups → Provision Device in the Esper Console and follow the flow for your method:
   • QR code
   • Zero-Touch Enrollment
   • KME (Knox Mobile Enrollment)
5. Confirm the Blueprint is applied. Once the device appears in Devices & Groups, verify that the correct Blueprint has been applied and that the device status shows as compliant before reinstalling the app.
6. Reinstall the affected app. Go to Devices & Groups → [Device Name] → Apps, select Install, and choose the app from your catalog.

Verify: Open the app on the device and navigate to the screen containing the Google Maps address-search widget. The widget should render immediately and return address suggestions as you type. The device should show a compliant status in the Esper Console within 5 minutes of Blueprint application.

If this doesn't resolve it

If the widget still does not appear after reprovisioning, or if the issue returns within a few days, collect the following before contacting support:

• A bug report captured while the issue is actively reproducible. Go to Devices & Groups → [Device Name] → Actions → Request Bug Report in the Esper Console, or run the following via ADB:

  adb bugreport

• A screenshot or export of your Blueprint's Network Settings and Kiosk Settings, confirming which URL rules were active at the time of re-enrollment.
• The Android System WebView version from both the affected device and a working device in the same group.
• The Android OS version and device model of the affected device.

Contact Esper Support with these details so the issue can be investigated without delay.

Still need help?

If reprovisioning your device didn't resolve the Google Maps widget display issue, please submit a support ticket and include your device ID, the app version, and steps you've already taken to troubleshoot.