Device deletion fails with red toast error for IT-role users while Admin succeeds

Android

Title: Device deletion fails with "Deletion of device failed" error — custom role permission bug

When a user assigned a custom role (such as an IT role) attempts to delete a device in the Esper Console, the console displays a Deletion of device failed toast error, even though an Admin-level user can delete the same device without issue.

Why this happens

Custom roles in Esper use a separate permission evaluation path from the built-in Admin role. In some cases, a permission display state in the console does not accurately reflect what the backend enforces at the time of the deletion request, causing the operation to be rejected even when Device Removal appears enabled for the role.

Steps to resolve

1. Confirm the Device Removal permission is enabled for your role.
   Navigate to Settings → Roles, select your assigned role, and verify that Device Removal is toggled on in the Permissions section. If it is off, enable it, save the role, then retry the deletion.
2. Re-save the role to force a permission refresh.
   Even if Device Removal is already toggled on, open the role in Settings → Roles, make no changes, and select Save. This re-writes the role's permission set to the backend and clears any stale state that may be causing the mismatch.
3. Test the deletion in a private browsing window.
   Open an incognito or private browsing session, sign in to the Esper Console, navigate to Devices & Groups → [Device Name], and attempt to delete the device. This rules out a cached session token as the cause.
4. Use an Admin account to delete the device in the interim.
   If the error persists, ask a user with the built-in Admin role to perform the deletion. Admin-level users are not affected by this permission path issue. This unblocks your workflow while the underlying role configuration is investigated.

Verify: After re-saving the role, sign out, sign back in, and retry the deletion. The device should be removed immediately with no toast error, and it should no longer appear in Devices & Groups.

If this doesn't resolve it

If the Deletion of device failed error continues after re-saving the role and testing in a private browsing session, contact Esper Support and include the following:

• The name of your assigned role as it appears in Settings → Roles
• The device name or serial number you attempted to delete
• Confirmation that an Admin user can delete the same device successfully
• A HAR log captured during a failed deletion attempt — in Chrome, open DevTools → Network, attempt the deletion, then right-click anywhere in the Network tab and select Save all as HAR with content; in Safari, open Develop → Show Web Inspector → Network, attempt the deletion, then select the export icon

Still need help?

If device deletion continues to fail for IT-role users after trying these steps, submit a support ticket and include the specific error message shown in the red toast notification, the user's role and permissions, and which devices failed to delete.