Device stuck on Esper Deployment screen after removal from console: tap logo to trigger recovery menu

Android

If your device is stuck on the Esper Deployment screen and you cannot interact with it normally, you can recover it by using a hidden menu option in the Esper Esper Agent. This article explains how to access and use the "Erase and Restart" feature to reset your device locally.

Before you begin

This recovery method works when:

• Your device is stuck on the Esper Deployment screen
• The device shows BLOCKED BY YOUR IT ADMIN when you try a factory reset through device settings
• The Esper Agent is still running on the device

If your device is completely unresponsive to touch, skip to the "If this doesn't work" section below.

How to unlock the hidden recovery menu

1. On your device screen, locate the Esper logo displayed on the Esper Deployment screen.
2. Tap the Esper logo 5–6 times in quick succession. Make sure your taps are deliberate and within the logo boundaries.
3. An "Erase and Restart" option should appear on your screen.

How to erase and restart your device

1. Tap Erase and Restart to initiate a factory reset from within the Esper Agent.
2. Allow your device to complete the factory reset and reboot. This may take several minutes.
3. Verify that your device boots to the Android setup wizard (out-of-box experience) and no longer shows the Esper Deployment screen.

After the reset completes, the BLOCKED BY YOUR IT ADMIN restriction will be removed and your device will no longer be enrolled in Esper. You can now re-provision it into your Esper tenant if needed.

If this doesn't work

If the Esper logo tap sequence does not produce the "Erase and Restart" option, try these troubleshooting steps:

• Retry with more taps: Ensure your taps are deliberate and within the logo boundary. Try up to 10 taps and wait a few seconds after each attempt.
• Reboot via Remote Viewer (if available): If you still have access to Esper's Remote Viewer, send a Reboot command from the Esper Console. After the device reboots, retry the tap sequence.
• Send a Remove Device command from the Esper Console: If the device is still enrolled in a tenant, navigate to Devices & Groups → [Device Name] → ⋮ (three dots) → Remove Device. Ensure Factory Reset and Wipe External Storage are both checked, then submit. Monitor the device screen for the wipe to execute, then retry the tap sequence.
• Hardware-level factory reset: If your device is completely unresponsive to touch and Remote Viewer is unavailable, perform a hardware factory reset using the physical button combination for your specific device model (typically volume + power key sequence held together). Refer to your device manufacturer's recovery mode documentation for exact instructions.

Still need help?

If none of these steps resolve the issue, or if your device remains stuck after attempting all troubleshooting steps, contact Esper Support. include your device serial number and a description of which troubleshooting steps you have already attempted.