iOS device shows Esper agent missing or outdated: re-push agent from backend

iOS

iOS device shows Esper Agent missing or outdated — re-push via Support

When the Esper Console reports the Esper Agent as missing or outdated on an iOS device, the device may stop receiving commands and fall out of sync with its assigned Blueprint.

Why this happens

On iOS, the Esper Agent is embedded into the device during initial onboarding and cannot be installed independently afterward. If the Agent record becomes missing or stale in Esper's backend, the only way to restore it is a backend re-push — a process that requires Esper Support to re-add the Agent to the device record server-side. If the device is offline when the re-push is triggered, the operation queues automatically and executes the moment the device reconnects.

Before you begin

Collect the following information — you will need it when contacting Support:

1. Open the Esper Console and navigate to Devices & Groups → [Device Name] → Device Info.
2. Confirm the device platform is listed as iOS.
3. Note the current Agent version (or confirm it shows as missing).
4. Note the current device status: Online or Offline.
5. Copy the Device ID shown on the same panel — this is the unique identifier Support needs to locate your device record.

Re-push the Esper Agent

iOS Agent re-push is a backend operation and cannot be triggered from the Esper Console directly. Follow these steps:

1. Contact Esper Support and provide your Device ID, current Agent version or missing status, and device platform (iOS).
2. Support will re-add the Esper Agent to your device record from the backend. You do not need to take any action on the device itself.
3. Once the re-push is queued, monitor the command status in Devices & Groups → [Device Name] → Activity Feed. The entry will show Queued if the device is currently offline, or transition to Success once the device receives the update.
4. If the device is offline, ensure it is powered on and connected to Wi-Fi so it can receive the queued command as soon as possible.

Verify: Navigate to Devices & Groups → [Device Name] → Device Info and confirm the Agent version is current and device status shows Online. The Activity Feed entry for the re-push should show Success. This typically completes within a few minutes of the device reconnecting to the network.

If this doesn't resolve it

If the Agent still shows as missing or outdated after the device has been online for more than 10 minutes following the re-push, consider the following:

• Agent remains missing after re-push: The device may not have completed initial onboarding correctly. A backend re-push cannot substitute for full iOS onboarding. Contact Esper Support to determine whether the device needs to go through the onboarding process again.
• Device stays offline: Verify the device is powered on, connected to Wi-Fi, and not in Airplane Mode. Capture a screenshot of the device screen and the Device Info panel and include both when contacting Support.

When contacting Esper Support, include your Device ID, a screenshot of Devices & Groups → [Device Name] → Device Info, and the Activity Feed status for the re-push command.

Still need help?

If re-pushing the agent doesn't resolve the issue, submit a support ticket and include the device serial number, the current agent version showing on the device, and any error messages displayed during the re-push attempt.