Device frozen during provisioning: use Esper logo 5-tap reset to recover

Android

If your device freezes during provisioning while installing a Google Play app, you can recover it using Esper's built-in recovery menu. This article walks you through the steps to reset your device and get back to provisioning.

Before you begin

Device freezing during provisioning typically occurs when a Google Play-managed app stalls during download or installation. The device becomes unresponsive and standard shutdown methods don't work. The steps below will help you recover.

How to recover a frozen device during provisioning

On the frozen device, tap the Esper logo 5 times quickly on the setup/onboarding screen. This opens the Esper recovery menu.
In the recovery menu, select Reset. Do not select Power Off.
Allow the device to complete the factory reset cycle and return to its out-of-box state.
In the Esper Console, go to Devices & Groups and confirm the device has been fully removed from your tenant. If it still appears, manually remove it before re-enrolling.
Re-provision the device using your standard enrollment method (QR code or your assigned provisioning method).
Verify the device completes onboarding fully, reaches the home screen, and all Blueprint-assigned apps show as Installed under Devices & Groups → [Device Name] → Apps.

If the device freezes on the same app again

If the device freezes on the same specific app after multiple reset and re-provisioning attempts, the issue is likely related to the app's Play Store availability or your Blueprint configuration, not the device itself.

Try these steps:

Check that the app is approved and available in your Managed Google Play account.
Temporarily remove the problematic app from your Blueprint, re-provision the device, and confirm it enrolls successfully.
After enrollment completes, re-add the app using Devices & Groups → [Device Name] → Apps → Install.

If the recovery menu doesn't appear

If tapping the Esper logo doesn't open the recovery menu, the device may have a non-standard launcher or the Esper Agent screen may not be active.

Try these steps:

Attempt a hardware factory reset using the device's physical button combination. The specific button combination varies by device model — check your device manufacturer's documentation.
If the Remove Device action continues to fail in the Esper Console after a hardware reset, contact Esper Support and provide your device serial number and tenant ID.

About the Esper recovery menu

The 5-tap Esper logo recovery menu is only available during the onboarding/setup wizard phase. Once a device is fully provisioned, this menu is not accessible during normal operation.

The recovery menu shows two options: Reset and Power Off. Always choose Reset in this scenario. Selecting Power Off alone does not clear the stuck provisioning state.

Still need help?

If you've tried these steps and your device is still frozen or won't complete provisioning, submit a support ticket. include your device serial number, tenant ID, and the name of the app that caused the freeze.