Device stuck at provisioning step 3 of 3: verify network connectivity to unblock enrollment

Android

If your Android device is stuck on provisioning step 3 of 3 and shows as offline in the Esper Console, the issue is typically caused by network connectivity problems during the final enrollment phase. This guide walks you through diagnosing and resolving the issue.

Before you begin

Provisioning step 3 of 3 requires stable, continuous internet connectivity to the Esper cloud backend. If your device loses connection at this stage, it cannot complete enrollment. Check that:

Your device has internet access via Wi-Fi
No firewall or proxy is blocking outbound traffic to Esper's cloud endpoints
You have physical access to the device

Step 1: Check your device status in the Esper Console

Log in to the Esper Console.
Navigate to Devices & Groups.
Locate your device by serial number or device name.
Check whether the device status shows as Offline or Online.

Step 2: Verify network connectivity on the device

Physically access the device.
Confirm the device is connected to a Wi-Fi network with active internet access.
Open a web browser and visit a public website (such as google.com) to confirm internet connectivity.
Verify that no proxy or firewall is blocking outbound traffic. If you use a corporate network, contact your network administrator to confirm that Esper's cloud endpoints are not blocked.

Step 3: Reset Wi-Fi connection

If the device is connected to Wi-Fi but still shows as offline in the Esper Console:

On the device, open Settings.
Navigate to Wi-Fi and disable it.
Wait 10 seconds.
Re-enable Wi-Fi and reconnect to your network.

Step 4: Monitor enrollment progress

Return to the Esper Console and refresh the Devices & Groups page.
Check whether the device status has changed to Online.
The device should automatically resume and complete the provisioning process. This may take a few minutes.
Once provisioning completes, the device will appear as fully enrolled and grouped with its assigned Blueprint configuration applied.

Step 5: Check stuck commands

If commands were issued before the device came back online, they may still be in the queue:

Navigate to Devices & Groups → [Your Device Name] → Command History.
Review the command status. Once the device is online, stuck commands should process automatically.

If the device remains stuck

If your device comes online but stays on the step 3 of 3 screen and does not progress, try these additional steps:

Factory reset the device: Perform a factory reset and restart the provisioning process from the beginning.
Review your Blueprint configuration: Check whether your provisioning template or Blueprint has a configuration error that may cause the Esper Agent to stall after enrollment.
Pull Esper Agent logs: Connect the device to your computer via USB and run the following ADB command to inspect agent-level errors:
```
adb logcat -s Esper Agent
```
Check if multiple devices are affected: If many devices in your fleet are failing to provision after confirming network connectivity, this may indicate a backend service issue rather than a device-specific problem.

Still need help?

If you've completed all steps above and your device is still stuck on provisioning step 3 of 3, contact Esper Support. include:

Your device serial number
Device model and Android version
The output from the ADB logcat command (if available)
Your network configuration details (Wi-Fi, proxy, or firewall setup)
The time the provisioning issue began