Esper Agent status shows as not installed but agent is functional: update agent directly

Android

Title: Esper Agent shows "not installed" but device is online — fix with direct update

When the Esper Console reports the Esper Agent as "not installed" on a device that is online and responding to commands normally, the Console's recorded state has fallen out of sync with the device's actual state.

Why this happens

The Esper Console periodically syncs device state from the Esper Agent. If a sync cycle is interrupted — due to a brief network drop, a device reboot, or a transient backend error — the Console can retain a stale status even though the Agent is fully functional on the device. Pushing a fresh Agent update forces a new sync cycle and corrects the recorded state.

Before you begin

Confirm the device is genuinely online and responsive before proceeding. A truly unresponsive device requires a connectivity fix first.

1. Navigate to Devices & Groups → [Device Name] → Overview and confirm the device status shows Online.
2. Send a test command — such as an info refresh or remote ping — and confirm the device responds. If it does not respond, resolve the connectivity issue before continuing.

Update the Esper Agent directly

1. In the Esper Console, navigate to Esper Software Updates and select Esper Agent as the update target. This section lists available Agent versions you can deploy without touching any other device configuration.
2. Select the specific device by serial number rather than targeting a group or the full fleet. Scoping the update to a single device avoids unintended changes to other devices.
3. Deploy the update and confirm the job is accepted. The Console will show the update task as queued or in progress.

Do not use Blueprint re-convergence to fix this issue. Re-convergence applies your entire blueprint configuration to every device in the group. On fleets of 1,000 or more devices this risks unintended configuration changes at scale. A direct Agent update is the correct and targeted fix.

Verify

Verify: After the update completes, navigate to Devices & Groups → [Device Name] → Overview. The Esper Agent status should update from "not installed" to the installed version number within 5 minutes of the update job completing. If the status corrects itself, no further action is needed.

If this doesn't resolve it

If the Agent status still shows "not installed" after the update job completes successfully:

1. Collect device logs from Devices & Groups → [Device Name] → Logs. Look for any errors related to Agent installation or state reporting around the time the status discrepancy appeared.
2. Note the device serial number, the current Agent version shown on the device itself (visible under Devices & Groups → [Device Name] → Overview → Device Info), and a screenshot of the "not installed" status in the Console.
3. Contact Esper Support with the serial number, the collected logs, the screenshot, and a summary of the steps already taken. This combination of information allows the support team to investigate a backend state synchronization issue directly.

Still need help?

If your Esper Agent remains unresponsive after updating directly, submit a support ticket and include your device serial number, current agent version, and the steps you've already taken to update the agent.