Duplicate device entry in Esper Console after "Remove Only" (no factory reset): reset device from hidden dock to clear duplicate

Android

Title: Duplicate device in Esper Console after Remove Only — reset via hidden dock

When a device is removed from the Esper Console using Remove Only without the factory reset option, the device may appear twice in Devices & Groups or remain locked on the Esper launcher with no way to interact with it.

Why this happens

Choosing Remove Only deprovisions the device record in the Esper Console but leaves the Esper Agent running on the hardware. When that device is powered on again or re-enrolled, it registers as a new entry while the old record may persist, creating a duplicate. A factory reset clears the Agent's enrollment state and resolves both the locked launcher and the stale Console entry.

Steps

Identify the duplicate entry. In the Esper Console, go to Devices & Groups and locate the device ID that appears more than once or is mapped to the wrong physical unit. Note both entries so you can confirm which one is removed after the reset.
Open the hidden dock on the locked device. On the physical device that is stuck on the Esper launcher, perform the hidden dock access gesture to reach Esper Settings. The hidden dock is a built-in access point that lets administrators reach device settings even when the launcher is fully locked. When prompted, enter the Admin Settings password. If you do not have this password, obtain it from your IT administrator before continuing.
Trigger a factory reset from Esper Settings. Inside Esper Settings, select Admin Settings, then select Reset Device and confirm. This wipes the Esper Agent and clears the device's enrollment state entirely, which is what removes the duplicate from the Console.
Use hardware recovery if the hidden dock is inaccessible. If the hidden dock gesture is unresponsive, perform a hardware-level factory reset instead:
- Power off the device, then hold the OEM-specific key combination (typically Power + Volume Down) to enter recovery mode. The exact combination varies by manufacturer.
- In recovery mode, select Wipe data / Factory reset and confirm.

Verify: After the device finishes resetting and reboots, go to Devices & Groups in the Esper Console. The duplicate entry should be gone within a few minutes. Each physical device should now map to a single record, or the deprovisioned device should no longer appear at all.

Prevent this from happening again

When removing any device from the Esper Console, always go to Devices & Groups → [Device Name] → Remove Device, select the Wipe / factory reset checkbox, and confirm. This ensures the Esper Agent is fully removed from the hardware and the device cannot re-surface with a stale identity.

If this doesn't resolve it

If the duplicate entry persists in Devices & Groups after the device has completed its factory reset, contact Esper Support with the following information:

The device IDs of both the active and duplicate entries
The serial number and model of the affected hardware
A screenshot of the Devices & Groups view showing both entries
The approximate date the original Remove Only action was taken

Still need help?

If you continue to see duplicate device entries after performing a factory reset from the hidden dock, please submit a support ticket and include your device serial number, the device name in Esper Console, and the steps you've taken to remove the duplicate.