Factory Reset confirmation field rejects spaces ("REMOVE DEVICE" cannot be typed): resolve with browser cache clear or incognito window

Android

When typing the factory reset confirmation phrase in the Esper Console, the spacebar does not register in the input field, making it impossible to type REMOVE DEVICE and complete the device removal.

Why this happens

The confirmation field requires the exact phrase REMOVE DEVICE, including the space between the two words. Browser extensions — particularly password managers, clipboard managers, and accessibility tools — can intercept keyboard events on input fields and silently drop the spacebar keystroke. Stale browser cache or cookies can cause the same behaviour.

Steps to resolve

1. Try an Incognito or Private window first. This disables all extensions in one step and quickly confirms whether an extension is the cause.
   • Chrome (Windows/Linux): Ctrl+Shift+N — Chrome (Mac): Cmd+Shift+N
   • Firefox (Windows/Linux): Ctrl+Shift+P — Firefox (Mac): Cmd+Shift+P
   • Edge (Windows/Linux): Ctrl+Shift+N — Edge (Mac): Cmd+Shift+N
   Navigate to Devices & Groups → [Device Name] → Settings → Remove Device and attempt to type REMOVE DEVICE in the confirmation field.
2. If the incognito window resolves the issue, identify the conflicting extension. Return to your normal browser window, open the Extensions manager, and disable all extensions. Re-enable them one at a time, retrying the confirmation field after each, until the spacebar stops working. Adjust or remove that extension.
3. If the issue persists in the incognito window, clear your browser cache and cookies. Stale cached data can corrupt how input fields render and behave.
   • Chrome: Settings → Privacy and security → Clear browsing data — select Cached images and files and Cookies and other site data, then click Clear data.
   • Firefox: Settings → Privacy & Security → Cookies and Site Data → Clear Data.
   • Edge: Settings → Privacy, search, and services → Clear browsing data → Choose what to clear — select cache and cookies, then click Clear now.
   Restart the browser, sign back in to the Esper Console, and retry Devices & Groups → [Device Name] → Settings → Remove Device.
4. If the issue remains, try a different browser entirely. Switch from your current browser to Chrome, Firefox, or Edge and repeat the Remove Device flow. This rules out a browser-specific rendering issue.
5. As a last resort, remove the device using the Esper API. Send an authenticated DELETE request to:

   DELETE /v0/enterprise/{enterprise_id}/device/{device_id}/

   Refer to the Esper API documentation for authentication details and required parameters.

Verify: After submitting the confirmation, the device is removed from Devices & Groups and no longer appears in your device list. This happens immediately upon successful submission.

If this doesn't resolve it

If the spacebar still does not register after trying multiple browsers, clearing cache, and disabling all extensions, contact Esper Support with the following information:

• Browser name, version number, and operating system
• A screen recording showing the confirmation field ignoring the spacebar
• Whether the issue affects all user accounts in your tenant or only specific ones
• A list of browser extensions installed in the affected browser

Still need help?

If clearing your browser cache and trying an incognito window doesn't resolve the Factory Reset confirmation field issue, please submit a support ticket and include which browser and version you're using, along with a screenshot of the error.