QR Code (6-tap) Provisioning Freezes on Black Esper Screen — Samsung A11: Factory Reset and Re-provision to Recover

Android

If your Samsung Galaxy A11 freezes on a black Esper screen during QR code provisioning, you can recover the device by performing a factory reset and re-provisioning. This article walks you through the steps to resolve this issue.

Before you begin

Before you attempt to re-provision your device, make sure the following conditions are met:

• Device battery is above 10% (recommended: above 30% to avoid interruption during provisioning)
• Device is connected to a stable, reliable Wi-Fi network with internet access — confirm by loading a webpage in the browser first
• Your Wi-Fi network does not block Google services, as provisioning requires access to Google Play and Esper servers

Step 1: Perform a factory reset

You can factory reset your Samsung Galaxy A11 in two ways.

Option 1: Reset from Settings (if device is responsive)

1. On your device, open Settings
2. Go to General Management → Reset → Factory Data Reset
3. Confirm the reset and allow the device to complete the full reset cycle

Option 2: Reset using physical buttons (if device is unresponsive)

1. Power off your device completely
2. Hold Power + Volume Down simultaneously until the recovery menu appears
3. Navigate to Wipe data/factory reset using the volume buttons
4. Press the power button to confirm
5. Allow the device to complete the reset and boot to the initial setup wizard screen

Step 2: Re-provision using QR code

1. When your device reaches the setup wizard screen (language selection / welcome screen), tap the welcome screen 6 times rapidly to trigger the QR code scanner
2. In the Esper Console, navigate to Provisioning → [Your Template Name] → Download/View QR Code
3. Use your device's QR scanner to scan the provisioning QR code
4. Keep your device connected to Wi-Fi and do not interact with it during the provisioning download and installation phase
5. Allow the full provisioning sequence to complete — your device should install the Esper agent and transition to the managed home screen

Step 3: Verify provisioning was successful

1. In the Esper Console, go to Devices & Groups
2. Confirm your device status has changed from Registered / Unprovisioned to Active (or Provisioned)
3. Verify the Esper Agent appears on your device and is responsive
4. Confirm your assigned Blueprint configuration has been applied

If the issue persists

If the device freezes again on the third provisioning attempt:

Your device hardware or firmware may have an incompatibility with QR code enrollment. Try an alternative provisioning method:

• Zero-Touch Enrollment (ZTE): if your device is Google ZTE-eligible
• Knox Mobile Enrollment (KME): if your device is Samsung Knox-eligible and your account is a Knox account
• ADB sideload: as a last resort — contact Esper Support for the correct APK and device-specific instructions

If multiple devices at your location show the same behavior:

Suspect a network-level issue such as a captive portal, firewall blocking Google/Esper endpoints, or DNS failure. Check your network connectivity to Esper's required domains before proceeding.

If the device is stuck on the black Esper screen and the button reset does not work:

Hold the power button for 10–15 seconds to force a power-off on Samsung devices.

Still need help?

If you've tried the steps above and your device still won't provision, submit a support ticket with the following information:

• Device model and Android version
• How many provisioning attempts you've made
• Whether the issue occurs on one device or multiple devices
• Your Wi-Fi network setup (if you suspect a network issue)