Chrome app appears hidden after provisioning despite Blueprint set to Show: intermittent Google Play initialization failure during provisioning

Android

If Chrome appears hidden on your device after provisioning, even though your Blueprint is configured to show it, this article walks you through the diagnosis and resolution steps.

Before you begin

This issue typically occurs when Google Play Services doesn't fully initialize before Esper applies your app visibility settings during provisioning. A stable network connection is essential for successful provisioning.

Step 1: Verify your Blueprint configuration

1. In the Esper Console, navigate to Blueprints → [Blueprint Name] → Advanced Settings → Preloaded Apps.
2. Confirm that com.android.chrome is present in the list.
3. Verify it is set to Show.
4. If the configuration is incorrect, update it and re-apply the Blueprint to the device.

Step 2: Show Chrome on the device if it's hidden

If your Blueprint is configured correctly but Chrome remains hidden on the device:

1. Navigate to Devices & Groups → [Device Name] → Apps.
2. Locate Chrome in the app list.
3. Change its status from Hide to Show.
4. Save and apply the changes.

Step 3: Reinstall Chrome if it's missing entirely

If Chrome is not present on the device at all:

1. Navigate to Devices & Groups → [Device Name] → Apps.
2. Remove Chrome from the device's app list.
3. Re-add Chrome and install it from Google Play or your app catalog.
4. Wait for the installation to complete fully before proceeding.

Step 4: Re-provision on a stable network if the issue persists

If Chrome remains hidden or missing after the steps above:

1. Perform a factory reset of the device.
2. Re-provision the device on a stable, reliable network connection.
3. Ensure that Google Play Services fully initializes during provisioning. If a Google Play first-run prompt (such as "Get Started" or "Not Now") appears during provisioning, wait for it to complete before proceeding.

Step 5: Verify the fix

1. Launch Chrome on the device and confirm it opens correctly.
2. In the Esper Console, navigate to Devices & Groups → [Device Name] → Apps.
3. Confirm that Chrome's status shows as Enabled / Show.

Troubleshooting tips

• Network connection: Unstable or slow networks can delay Google Play Services initialization. Provision devices only on stable, high-bandwidth connections.
• Google Play prompts during provisioning: If a Google Play first-run prompt appears during provisioning, this indicates a timing issue. Allow it to complete before the provisioning process continues.
• Recurring issues: If the problem occurs consistently with the same device or network, collect a bug report immediately (before any factory reset) so we can review the provisioning logs.

Still need help?

If Chrome is still hidden after completing these steps, or if the issue occurs consistently across multiple devices, contact Esper Support. When you submit your request, include the device ID, device serial number, and details about when the issue occurred.