Factory reset blocked on Esper-managed device after account offboarding: use Hidden Dock to access

Android

When a device was enrolled in Esper under an account that has since been deactivated or offboarded, the standard Android factory reset option appears greyed out and cannot be selected from Settings → System → Reset → Erase all data.

Why this happens

The Esper Agent remains active on the device even after the managing account is closed. While active, the Esper Agent enforces a policy that blocks the Android system-level factory reset path. Because the originating Esper Console account no longer exists, the reset restriction cannot be lifted remotely.

Before you start

If the device is still associated with an active Esper account — one you or a colleague can log into — have an administrator issue a remote wipe from the Esper Console first. Navigate to Devices & Groups → [Device Name] → Actions → Wipe + Remove and confirm. This is the cleanest resolution and skips all steps below.

Only continue with the steps below if you have confirmed the originating Esper account is no longer accessible.

Option 1: Factory reset using the Hidden Dock

The Hidden Dock is a built-in access point inside the Esper Agent that exposes device management options, including a factory reset, without requiring Console access.

1. Trigger the Hidden Dock gesture on the device. The gesture varies by Esper Agent version but typically involves tapping a specific corner of the screen several times in quick succession. Refer to the Esper documentation on Accessing Esper Settings from the Hidden Dock for the exact gesture for your agent version.
2. Tap Esper Settings once the Hidden Dock overlay appears.
3. Tap Factory Reset inside Esper Settings.
4. Confirm the reset when prompted. The device will erase all data and reboot to its factory state, removing the Esper Agent and all management policies in the process.

Verify: After the device reboots, the standard Android out-of-box setup wizard should appear with no Esper branding or management overlay. Navigate to Settings → System → Reset — the Erase all data option should be selectable and no longer greyed out.

Option 2: Hardware factory reset via recovery mode

If the Hidden Dock gesture does not respond — due to Kiosk Mode, an older agent version, or screen-interaction restrictions — a hardware-level recovery reset bypasses all Android OS restrictions and cannot be blocked by any device management policy.

1. Power off the device completely by holding the Power button and selecting Power off.
2. Enter recovery mode by pressing and holding the key combination for your device manufacturer. The most common combinations are:
   • Most Android devices: Power + Volume Down simultaneously
   • Some Samsung devices: Power + Volume Up + Bixby/Home simultaneously
   Hold until the recovery menu appears. Consult your device manufacturer's documentation if neither combination works.
3. Navigate to Wipe data / factory reset using the Volume buttons to move between options.
4. Select the option by pressing the Power button.
5. Confirm the reset when prompted. The device will erase all data and reboot to factory state.

Verify: After the device reboots, the standard Android out-of-box setup wizard should appear with no Esper branding or management overlay.

If this doesn't resolve it

If the Hidden Dock gesture produces no response, recovery mode is inaccessible, or the device remains in a managed state after completing either option above, contact Esper Support. Before reaching out, collect the following:

• Device serial number and manufacturer model
• The Esper Agent version if visible on the device
• A description of which option you attempted and exactly where it failed
• A screenshot or photo of any error message displayed

Still need help?

If you're still unable to factory reset your device after following these steps, submit a support ticket and include your device ID, the account that managed it, and confirmation that you've accessed the Hidden Dock.