Device removed from console without factory reset remains locked with Esper configurations applied: manual factory reset required

Android

Title: Device removed without factory reset stays locked — how to manually reset it

When a device is removed from the Esper Console using Remove Only instead of Wipe + Remove, the device disappears from your Console but retains all Esper configurations, including kiosk mode, restrictions, and the Esper Agent. The device cannot be managed remotely and may appear permanently locked.

Why this happens

The Wipe + Remove option sends a factory reset command to the device before removing it from the Console. Remove Only skips that command, so the Esper Agent and all applied configurations remain active on the device even though the Console no longer manages it. Because remote commands are no longer possible after removal, the reset must be performed directly on the device.

How to manually factory reset the device

Work through these methods in order. Stop as soon as one succeeds.

1. Use Esper Settings (recommended first step)
   On the device, open Esper Settings → Admin Settings → Factory Reset, enter the Esper Admin Settings password, and confirm the reset. The device will reboot automatically.
   If you do not know the Esper Admin Settings password, proceed to the next method.
2. Use the Hidden Dock (if the device is in kiosk mode)
   Tap the screen corners or use the device-specific gesture to open the Hidden Dock. Navigate to Admin Settings → Factory Reset, enter the Esper Admin Settings password if prompted, and confirm the reset. The device will reboot automatically.
   The Hidden Dock gesture varies by device and Blueprint configuration. Common gestures include tapping a corner three times or swiping inward from a corner.
3. Use Android Recovery Mode (if Esper Settings and Hidden Dock are inaccessible)
   Power off the device completely. Boot into Android Recovery Mode by holding the hardware key combination for your device model. Common combinations are:
   • Power + Volume Down
   • Power + Volume Up
   Consult your device manufacturer's documentation for the exact combination. Use the volume buttons to navigate to Wipe data / Factory reset, press the power button to confirm, and wait for the device to reboot.
4. Use ADB (if USB debugging is enabled on the device)
   Connect the device to a computer via USB. Open a terminal and run:

   adb shell am broadcast -a android.intent.action.MASTER_CLEAR

   If that command does not trigger a reset, run:

   adb shell recovery --wipe_data

   Wait for the device to reboot and complete the reset process. ADB requires that USB debugging was enabled on the device before it was removed from the Console.

Verify: After the reset completes, the device should display the standard Android out-of-box setup wizard with no Esper launcher, kiosk mode, or managed configuration active. The device is now ready to be reprovisioned or used outside of Esper.

If this doesn't resolve it

If the device still appears locked after attempting all methods above:

• Incomplete reset: Some device manufacturers require a second reboot to finalize a factory reset. Allow the device to reboot fully before concluding the reset has failed.
• Zero-Touch Enrollment (ZTE) or Knox Mobile Enrollment (KME): If the device was enrolled through ZTE or KME, a factory reset will re-trigger automatic enrollment. You must remove the device from your ZTE or KME portal before reprovisioning it outside of Esper.
• No accessible reset method: If none of the above methods are available on the device, contact your device manufacturer. Some devices require OS reflashing at the hardware level, which must be performed by the manufacturer or an authorized service provider.

If you need assistance identifying which reset method applies to your device, contact Esper Support and include the device model, Android version, and the enrollment method originally used.

Still need help?

If you need additional assistance with device lock issues after removal from console, please submit a support ticket and include the device serial number, the date it was removed from console, and any error messages displayed during factory reset attempts.