Provisioning stuck on "Step 1 of 3": trigger factory reset via hidden Esper logo tap sequence

Android

If your device is stuck on Step 1 of 3 during provisioning and doesn't progress after several minutes, you can use a hidden reset sequence to recover it. This article walks you through triggering a factory reset and re-provisioning your device.

Before you begin

This procedure performs a full factory reset, which erases all data on the device. If you need to preserve data, contact Esper Support before proceeding.

How to reset a device stuck on Step 1 of 3

1. On the stuck device, locate the Esper logo displayed on the provisioning screen.
2. Tap the Esper logo rapidly 6–7 times in quick succession. A hidden reset menu should appear.
3. Select Factory Reset from the menu.
4. Allow the device to complete the factory reset and return to its out-of-box state.

How to re-provision your device

1. In the Esper Console, navigate to Devices & Groups → Add Device.
2. Select your provisioning method (QR code, Zero-Touch, KME, or manual enrollment).
3. Complete the provisioning flow on the device.
4. Verify the device progresses through all three provisioning steps and appears in Devices & Groups with a status of Active.

What if the tap sequence doesn't work?

• Try a hardware factory reset: If the Esper logo tap sequence does not trigger the reset menu, perform a factory reset using your device's physical button combination (typically Power + Volume Down held together). Refer to your device manufacturer's manual for the exact key combination for your model.
• Check your network: If the device re-enters a provisioning stall after the second attempt, verify that your device has stable Wi-Fi access and can reach Esper endpoints. Confirm that firewalls or proxies are not blocking required ports.
• Verify provisioning configuration: If the device fails to accept device owner rights during re-provisioning, check that no conflicting MDM profile is pre-installed on the device.

Important notes

• The tap sequence only works when the Esper logo is visible on the provisioning screen. It will not work from the Android launcher or settings screen.
• If 6–7 taps do not trigger the menu, continue tapping up to 10 times. The exact number may vary slightly depending on your Esper Agent version.
• This procedure performs a full factory reset and erases all device data.

Still need help?

If the reset procedure doesn't resolve your issue or the device becomes stuck again after re-provisioning, contact Esper Support. Provide details about your device model and the provisioning method you're using so we can investigate further.