Device stuck on passcode screen during QR code provisioning: factory reset and Blueprint validation steps

Android

If your Honeywell CT40 device becomes stuck on a passcode prompt during provisioning or fails to recognize your provisioning QR code, you may need to perform a factory reset and try a different Blueprint. This article walks you through the recovery process.

Before you begin

Have the following ready:

• Access to the Esper Console
• A Blueprint that has been previously validated on Honeywell CT40 devices
• The device you need to re-provision

Step 1: Factory reset your device

1. On the device, tap the Esper logo 3–5 times rapidly to trigger the factory reset option.
2. Confirm the reset when prompted.
3. Wait for the device to fully reboot to the initial Android setup screen.

Step 2: Attempt provisioning with your current Blueprint

1. After the device reaches the initial setup wizard, proceed to the QR code scan step.
2. Scan your provisioning QR code.
3. If the QR code is recognized and the device advances, continue with provisioning. Skip to Step 5 to verify completion.
4. If the QR code is not recognized or the device does not advance, proceed to Step 3.

Step 3: Locate a validated Blueprint

1. In the Esper Console, navigate to Provisioning → Provisioning Templates.
2. Select a Blueprint that has been confirmed to provision successfully on Honeywell CT40 devices.
3. Generate a new QR code for this Blueprint.

Step 4: Re-provision using the validated Blueprint

1. Return to the factory-reset device at the initial setup screen.
2. Proceed through provisioning and scan the QR code from the validated Blueprint.
3. When prompted, select Esper Agent as the default Home application.
4. Complete the provisioning wizard.

Step 5: Verify successful provisioning

1. In the Esper Console, navigate to Devices & Groups.
2. Locate your device and confirm it shows an Active status.
3. Verify that the correct Blueprint and configuration have been applied to the device record.

If the device still won't provision

Device stuck on passcode screen after factory reset

Perform a hard factory reset using your device's hardware recovery mode. For Honeywell CT40 devices, press the power button and volume key combination simultaneously (refer to your device documentation for the exact key combination). This ensures all previous enrollment state is completely cleared.

Multiple Blueprint QR codes not recognized

Test the failing QR code on a different device model to determine whether the issue is with Blueprint configuration or your device's camera/scanner hardware. If the QR code scans successfully on another device, the issue may be specific to your CT40.

No Blueprint successfully provisions the device

Collect diagnostic logs and contact Esper Support. Have the following information ready:

• Device model and Android firmware version
• Esper Agent app version (found in device settings)
• Blueprint IDs of both failing and validated Blueprints
• ADB logcat output from a provisioning attempt (run adb logcat on your computer while attempting provisioning on the device)

Best practices

Before deploying a new Blueprint across multiple devices:

• Test provisioning on at least one physical unit of each target device model.
• Maintain a record of which Blueprints have been validated for each device model.
• If a device prompts for a passcode during provisioning (before device owner rights are fully granted), it usually means the device was not completely reset from a prior enrollment. Always use the multi-tap factory reset or hardware recovery mode to clear all previous enrollment state.

Still need help?

If you've completed all steps above and your device is still not provisioning, contact Esper Support with your device model, Android version, and ADB logcat output.