Device stuck on provisioning screen with unresolvable pending events in Esper Console

Android

Title: Device stuck on provisioning screen with growing pending events — remove stale record and reprovision

When a device fails to complete provisioning, it can become stuck on the provisioning screen while the Esper Console accumulates an ever-growing list of pending events that never clear.

Why this happens

A failed provisioning attempt leaves a stale device record in the Esper Console. That record continues to queue convergence jobs (commands tied to the assigned blueprint) against a device that never fully enrolled. Each subsequent provisioning retry adds more jobs to the same stale record instead of starting fresh, so the pending event count grows with every attempt. Tapping the Esper logo on the provisioning screen or switching blueprints does not clear this — the stale record must be deleted and the device reprovisioned from scratch.

Before you begin

Confirm you have Esper Console access with permission to remove devices.
Confirm you have physical access to the stuck device.
Confirm you can factory reset the device through Android recovery mode or device settings.

Steps

Remove the stale device record from the Esper Console. Navigate to Devices & Groups, locate the affected device by serial number, and select it. Choose Remove Device. In the confirmation dialog, uncheck both the wipe and factory reset options — this removes only the Console record and clears all queued pending events without sending any commands to the physical device.
Reset the physical device to a clean state. On the device, tap the Esper logo five times on the provisioning screen to trigger a provisioning reset. Then perform a full factory reset using Android recovery mode or Settings → General Management → Reset → Factory Data Reset to return the device to its out-of-box state. This ensures no partial enrollment state or leftover Esper Agent data remains on the device.
Generate a fresh provisioning token or QR code. In the Esper Console, go to Devices & Groups → Provisioning and generate a new provisioning token or QR code tied to your target blueprint. Using a new token prevents the device from re-associating with any cached credentials from the previous failed enrollment.
Reprovision the device. Use your provisioning method — QR code, Zero-Touch, KME, or manual IMEI entry — to enroll the device against the target blueprint. The device should progress through the provisioning screens without stalling.

Verify: In Devices & Groups, the device should appear with status Active within 10 minutes of completing provisioning. Open the device's Activity Feed and confirm it shows only the new provisioning sequence with no residual pending convergence jobs carried over from the previous attempt.

If this doesn't resolve it

If the device continues to accumulate pending events after a clean record removal and factory reset, check the following before contacting support:

Duplicate device records: In Devices & Groups, search by serial number across all groups to confirm no second record exists for this device. A duplicate record in another group scope can re-trigger convergence jobs.
Conflicting Device Owner profile: On the device, go to Settings → Accounts → Device Admin Apps and confirm no other MDM profile holds Device Owner rights. A competing profile will block Esper Agent from completing enrollment.
Multiple devices affected: If the same failure pattern occurs across several units of the same model, this may indicate a firmware-level incompatibility.

Contact Esper Support and include the following information:

Esper Agent logs — collect from the Esper Console via Devices & Groups → [Device Name] → Request Bug Report, or pull directly from the device at /sdcard/esper_logs/ using ADB.
The exact provisioning method used (QR code, Zero-Touch, KME, or manual).
The device make, model, and Android version.
A screenshot of the Activity Feed showing the pending event accumulation.

Still need help?

If your device remains stuck on the provisioning screen after trying these steps, submit a support ticket and include your device serial number, the pending events shown in the Esper Console, and any relevant logs from the device.