OS update stuck on "update paused": verify Blueprint System Update Policy and collect device screenshot/logs to isolate cause

Android

If your Android device is stuck on an "update paused" message during an OS update, this guide will help you diagnose and resolve the issue. The problem is usually caused by storage, battery, network, or policy settings—all of which you can check yourself.

Before you begin

Gather the following information about your device:

Device make and model
Current Android OS version
Esper Agent version (visible in the Esper Console under Devices & Groups → [Device Name] → Device Info)

Step 1: Verify your Blueprint System Update Policy

Confirm that your device group's Blueprint allows OS updates to proceed.

In the Esper Console, go to Devices & Groups → Groups → [Your Group] → Blueprint → OS Updates
Verify that System Update Policy is set to Automatic
Check that no Freeze Period is configured for today's date (a freeze period blocks all OS updates during the specified window)

If the policy is set to Postpone or a freeze period is active, change it to Automatic and wait a few minutes for the policy to sync to your device.

Step 2: Take a screenshot of the paused update message

Capture a screenshot or screen recording of the exact "update paused" message on your device. Look for any additional text that explains why the update paused—for example:

"Charging required"
"Insufficient space"
"Waiting for Wi-Fi"

This information will help you identify the root cause quickly.

Step 3: Check device storage

Insufficient free space is a common cause of paused updates. Your device needs 2–4 GB of free space (depending on your OEM and OTA package size).

On the device, go to Settings → Storage and check available free space
Alternatively, connect the device via USB and run this ADB command:
```
adb shell df /data
```
If free space is low, delete unnecessary files or apps to free up space

Step 4: Check battery level

Most OEMs require the device to have at least 20–30% battery before allowing an OS update.

Check the device's current battery percentage
If below 20%, plug the device in and let it charge until it reaches at least 30% battery
Once charged, attempt the update again

Step 5: Verify network connection

Some OEMs pause OS updates on metered or unstable Wi-Fi connections.

On the device, go to Settings → Wi-Fi
Verify the device is connected to a stable, unmetered Wi-Fi network
If the network is marked as metered, disconnect and reconnect to a non-metered network
Avoid cellular or hotspot connections during OS updates

Step 6: Manually trigger an update check

Attempt a manual update from the device to see if a more detailed error message appears.

On the device, go to Settings → About Tablet (or About Phone) → Software Update (exact path varies by OEM)
Tap Check for Updates or Update
Wait for the update check to complete. If an error message appears, note the exact text

Step 7: Collect device logs

If the update still won't progress after completing the steps above, collect logs to help diagnose the issue.

Option 1: Request a bug report from the Esper Console

In the Esper Console, go to Devices & Groups → [Device Name] → Actions → Request Bug Report
Wait for the report to generate
Download the report and save it for support

Option 2: Pull logs via ADB

Connect the device via USB to a computer with ADB installed

Run this command:

adb shell logcat -d -b all > device_logcat.txt

Save the device_logcat.txt file for support

Step 8: Verify the update completes

After you've addressed storage, battery, and network issues, the update should resume automatically or when you manually trigger it again.

Wait for the OS update to complete
Once finished, go to Devices & Groups → [Device Name] → Device Info in the Esper Console
Verify that OS Version matches the expected firmware version

Still need help?

If your device is still stuck on "update paused" after completing all the steps above contact Esper Support and include:

Device make, model, and current firmware/OS version
Esper Agent version
Screenshot or screen recording of the "update paused" message
Device logcat file or bug report (from Step 7)
Storage, battery, and network details you checked in Steps 3–5