Device stuck in "Registered" state after being removed and re-added to the Esper Console

Android

When a device is removed and re-added to the Esper Console while it remains powered on and online, the device can become stuck in a Registered status and never transition to Active.

Why this happens

When you remove a device from the Esper Console, the Console updates its records immediately — but if the device is online at that moment, the Esper Agent on the device does not receive a corresponding reset signal. When the device is re-added, the backend record and the agent's stored identity are out of sync, so the device stalls at Registered rather than completing activation.

Steps to resolve

1. Confirm the device status in the Esper Console. Navigate to Devices & Groups, search for your device by name or serial number, and verify that the status shown is Registered. This confirms the issue before you contact support.
2. Confirm the device is powered on and connected to a network. The device must be online and running the Esper Agent for reactivation to succeed. If the device is offline, reconnect it to power and a network before continuing.
3. Note the removal method you used. Identify whether you selected Remove Only or Wipe + Remove when the device was removed. If you used Wipe + Remove, the device was factory reset and cannot be reactivated — skip to the note below. If you used Remove Only, continue to the next step.
4. Contact Esper Support to request manual reactivation. The Registered state cannot be resolved from the Esper Console UI — a backend reactivation is required. When you contact support, include:
   • Device serial number or Esper device ID
   • The removal method used (Remove Only)
   • A screenshot showing the device in Registered status
   • A brief timeline of when the device was removed and re-added

Verify: After Esper Support confirms reactivation is complete, navigate to Devices & Groups and search for your device. The status should show Active within a few minutes, and remote management options — such as sending commands and pushing configurations — should be available immediately.

If the device was removed using Wipe + Remove

A Wipe + Remove action factory resets the device and permanently removes it from your fleet. The device cannot be reactivated from its previous record. Re-provision the device from scratch using your standard provisioning method. For provisioning instructions, refer to the Esper documentation.

If this doesn't resolve it

If the device remains in Registered status after Esper Support has attempted reactivation, collect the following before contacting support again:

• Device serial number and Esper device ID
• A screenshot of the Registered status in Devices & Groups
• The Activity Feed history for the device showing removal and re-add events
• Confirmation that the device is online and the Esper Agent is running

Contact Esper Support with this information so the issue can be investigated further.

Still need help?

If your device remains stuck in the "Registered" state after removal and re-addition, submit a support ticket with the device serial number, the timestamp of when it was removed and re-added, and any relevant console error messages.