Device managed by Esper Esper Agent but not visible in any accessible console: factory reset to release and re-enroll

Android

If your device is managed by Esper but doesn't appear in your console, it may be enrolled in a different tenant that you don't have access to. This article explains how to factory reset the device and re-enroll it under the correct tenant.

Before you begin

This situation typically occurs when a device was previously enrolled by a reseller, OEM partner, or prior IT owner into a different Esper tenant. The device remains bound to that original tenant even if it's disabled there, and won't appear in your console.

You'll need:

Physical access to the device
ADB (Android Debug Bridge) connection capability
Access to your Esper Console

How to confirm which tenant the device is enrolled in (optional)

Before proceeding, you can verify which tenant the device is bound to.

Connect to the device via ADB.
Run: adb shell dumpsys device_policy
Look for the Esper API endpoint in the output (it will contain esper.cloud). This tells you which tenant the device is currently enrolled in.

How to factory reset the device

Since the device is disabled in its original tenant, it won't accept remote commands. You'll need to perform a manual hardware factory reset.

Power off the device completely.
Boot into recovery mode using the hardware key combination for your device model. For most devices, this is Power + Volume Down held simultaneously. Check your device manufacturer's documentation if this doesn't work.
Use the volume keys to navigate to Wipe data / Factory reset.
Press the Power button to confirm.
Allow the device to reboot to its out-of-box state.

How to re-enroll the device under the correct tenant

After the factory reset completes, the device will be at the setup wizard with no enrollment.

Log into your Esper Console for the correct tenant.
Go to Devices & Groups → Provisioning → Add New Device.
Generate a fresh provisioning QR code or use your preferred enrollment method (QR, Zero-Touch, KME, or ADB).
Complete the provisioning process on the device.
Verify the device now appears in Devices & Groups with status Active and the correct serial number under your tenant.

If the device re-enrolls automatically into the original tenant

If your device is enrolled via Zero-Touch or KME, a factory reset may trigger automatic re-enrollment back into the original tenant. If this happens:

The original tenant's Zero-Touch or KME configuration must be cleared before you can enroll the device elsewhere.
Contact Esper Support and provide the Enterprise ID and Device ID. Request that the backend registration be released from the original tenant.
Wait for confirmation before attempting to re-provision the device.

If you cannot perform a hardware factory reset

If you can't access recovery mode (for example, if kiosk mode locks it), and ADB is enabled on the device, try this alternative:

Connect to the device via ADB.
Run: adb shell am broadcast -a android.intent.action.MASTER_CLEAR
The device will factory reset and reboot.

Note: This command requires ADB authorization on the device. If it doesn't work, you'll need to proceed with the hardware reset method.

Still need help?

If the device still doesn't appear in your console after factory reset and re-enrollment, or if you need assistance with backend registration release, contact Esper Support. provide the device serial number and Enterprise ID.