Device stuck in "Wipe in Progress" after factory reset attempt from Blueprint Drift state

Android

When a factory reset is triggered from the Esper Console on a device that was in Blueprint drift, the device can become stuck showing Wipe in Progress indefinitely — never completing the reset or returning to a provisionable state.

Why this happens

Blueprint drift indicates the Esper Agent on the device had stopped communicating reliably with the Esper Console. When a wipe command is issued to an agent that is offline or unresponsive, the command queues in the Console but never executes on the device. The Console continues to show Wipe in Progress because it has no confirmation that the wipe completed.

Steps to resolve

1. Connect the device to a stable network. The queued wipe command can only be delivered and executed when the device is online. Connect the device to Wi-Fi or a mobile data connection and keep it active for at least five minutes.
2. Check whether the status clears automatically. In the Esper Console, go to Devices & Groups → [Device Name] → Information and watch the device status. If the wipe command delivers successfully, the status will update to Wiped or the device record will move to Removed. If this happens, skip to step 5 to re-provision.
3. Capture a bug report if the device comes online but the status does not clear. Go to Devices & Groups → [Device Name] → Actions and select Request Bug Report. Wait for the report to generate — this can take several minutes — then download and save the file. The bug report captures agent-level logs that identify exactly where the wipe process stalled.
4. Contact Esper Support to force-clear the stuck device record. If the device is online and the Wipe in Progress status has not resolved, the device record must be cleared from the backend before re-provisioning is possible. When contacting support, provide:
   • The device serial number or device name as shown in the Esper Console
   • The bug report downloaded in the previous step
   • An approximate timeline of how long the device was in Blueprint drift before the wipe was triggered
5. Re-provision the device once the record is cleared. Use your standard enrollment method:
   • QR code provisioning
   • Zero-Touch Enrollment
   • Knox Mobile Enrollment (KME)
   When the device appears in the Esper Console, assign the correct Blueprint before completing enrollment to avoid repeating drift.

Verify: After re-provisioning, go to Devices & Groups → [Device Name] → Information. The device status should show Online and the Blueprint status should show In Sync within 10 minutes of enrollment completing. A status of Drift at this stage indicates a configuration or connectivity issue that should be addressed before deploying the device.

If this doesn't resolve it

If the device cannot come online — due to a hardware failure, broken screen, or physical unavailability — the wipe command will never execute on the device itself. In this case, contact Esper Support to remove the device record directly. Provide the device serial number and explain that the device is physically inaccessible. Once the record is removed, the device slot is freed and the serial number can be re-enrolled if the hardware is later recovered.

Still need help?

If your device remains stuck in "Wipe in Progress" after attempting a factory reset from Blueprint Drift state, please submit a support ticket and include your device's serial number, the timestamp of the failed wipe attempt, and your device's current Blueprint configuration.