Deprovisioning command sent to offline devices cannot be cancelled — devices must be manually factory reset and reprovisioned

Android

Title: Deprovisioning command sent to offline device — how to recover

When a deprovisioning command is sent to a device that is offline, the device executes the wipe the moment it reconnects to the internet. The command cannot be cancelled through the Esper Console or API, and the device will be removed from your Console once the wipe completes.

Why this happens

Esper queues commands for offline devices and delivers them as soon as a connection is restored. Deprovisioning commands are treated as immediate, irreversible instructions — there is no recall mechanism once the command has been dispatched. If you used Remove Only instead of Wipe + Remove, the Esper Agent remains on the device in a broken, unmanaged state and the device must still be factory reset before it can be reprovisioned.

How to recover affected devices

1. Perform a hardware factory reset on the device. The exact key combination varies by manufacturer, but the typical method is:
   • Power off the device.
   • Hold Power + Volume Down simultaneously until the recovery menu appears.
   • Select Wipe data / Factory reset and confirm.
   This removes the Esper Agent and returns the device to its out-of-box state, which is required before Esper can manage it again.
2. Open your provisioning template in the Esper Console. Navigate to Devices & Groups → Provisioning Templates and select the template you want to use for this device. If no template exists, create one before continuing.
3. Generate a fresh provisioning token or QR code. Previously used tokens can fail silently — always generate a new one immediately before provisioning to avoid stale-token errors.
4. Reprovision the device using one of the following methods available in your template:
   • QR Code
   • Zero-Touch Enrollment
   • KME (Knox Mobile Enrollment)
   • Seamless Provisioning
   • Esper Provisioner
   Follow the on-screen provisioning flow for your chosen method.
5. Confirm the correct Blueprint is applied. Navigate to Devices & Groups → [Device Name] → Overview and verify the Blueprint name matches what you intended. If it does not, reassign the correct Blueprint from the device's Blueprint tab.

Verify: The device should appear in Devices & Groups with a status of Online and the correct Blueprint applied within 5 minutes of completing provisioning. If the device shows Registered or Disabled instead, repeat the full factory reset and reprovisioning cycle using a freshly generated token.

If the device cannot be physically accessed

If the device is locked in a kiosk enclosure or located at a remote site, local factory reset may not be possible. Check whether your device manufacturer provides a remote reset capability — for example, Samsung Knox or Zebra's device management tools — before arranging a physical visit.

If this doesn't resolve it

If devices remain stuck in a boot loop, continue to show an unexpected status after reprovisioning, or cannot be reset remotely, contact Esper Support. When submitting your request, include:

• The serial number of each affected device
• The provisioning method used
• Screenshots of the current device status from Devices & Groups
• Whether Remove Only or Wipe + Remove was used when the device was removed

Still need help?

If you need to cancel a deprovisioning command that was sent to an offline device, please submit a support ticket and include the device serial numbers, the timestamp when the deprovisioning command was sent, and your Esper account details.