Device entry persists in console after "Remove Device" workflow: use two-step wipe-then-remove for offline devices

Android

When you remove an offline device from the Esper Console, the device entry remains visible in your device list and the device may re-register the next time it comes online.

Why this happens

The Esper Console cannot send commands to offline devices in real time. A standard single-step removal deletes the Console entry immediately but never delivers the unenrollment or factory reset instruction to the device itself. When the device reconnects, it still considers itself enrolled and re-registers.

Before you begin

This two-step process applies to offline devices only. If your device is online, a single Remove Device operation is sufficient.
Step 1 includes a Wipe External Storage option. When selected, this erases all data on the device's external storage (SD card, USB storage) the moment the device reconnects. Confirm this is acceptable before proceeding.

Step 1: Queue a factory reset on the offline device

Navigate to Devices & Groups in the Esper Console.
Select the offline device you want to remove.
Click Remove Device.
In the confirmation dialog, check both of the following boxes:
- Factory Reset Device
- Wipe External Storage
Checking these boxes queues a factory reset command on the Console. The command will execute automatically the next time the device comes online, preventing it from re-registering.
Confirm the action.

Do not proceed to Step 2 yet. The device entry will still be visible in Devices & Groups — this is expected. Verify the entry is still present before continuing.

Step 2: Remove the device entry from the Esper Console

With the same device still selected in Devices & Groups, click Remove Device again.
In the confirmation dialog, uncheck both boxes:
- Factory Reset Device
- Wipe External Storage
Unchecking both boxes removes the Console entry without overwriting the factory reset command already queued in Step 1.
Confirm the action.

The device entry will disappear from Devices & Groups. When the physical device next comes online, the queued factory reset command executes automatically, completing unenrollment.

Verify: After Step 2, the device entry should no longer appear in Devices & Groups. If it reappears after a browser refresh, confirm you completed the steps in order. Once the device comes back online, the Activity Feed for that device should show the factory reset command transitioning from Pending to Success.

Troubleshooting

Device entry still appears after Step 2: Perform a hard refresh in your browser (Ctrl+Shift+R or Cmd+Shift+R) and check whether the device appears under a different group in Devices & Groups.
Device came back online but did not factory reset: If the device entry is still accessible, navigate to Devices & Groups → [Device Name] → Commands and confirm a factory reset command shows a status of Pending or Queued. If no such command is listed, the reset was not queued correctly in Step 1 — see the next point.
Device re-registered and reappeared in the Esper Console: The factory reset command was not queued in Step 1, or the steps were completed out of order. Physically access the device and perform a factory reset through the device's own Settings menu, or run the following ADB command:
```
adb shell am broadcast -a android.intent.action.MASTER_CLEAR
```

If this doesn't resolve it

If the device entry reappears after completing both steps, or the device returns online without executing the factory reset, contact Esper Support. Collect the following before reaching out:

The device's serial number and Esper Device ID (visible in Devices & Groups → [Device Name] → Device Information before removal)
A screenshot of the Commands tab showing the factory reset command status
The approximate date and time both steps were completed

Still need help?

If you're still experiencing device entries persisting in your console after attempting to remove offline devices, please submit a support ticket and include the device ID, the timestamp of the removal attempt, and whether the device was online or offline at the time.