Device stuck on Esper after failed provisioning: agent-side removal of orphaned device entries

Android

If a device fails during provisioning and becomes stuck in your Esper Console, you may not be able to remove it using standard deletion steps. This article explains how to identify orphaned device entries and how to remove them.

Before you begin

A device becomes orphaned when provisioning fails partway through. The device record exists in your Esper Console, but the Esper Esper Agent (Esper Agent) agent never fully enrolled it. Without an active Esper Agent connection, the device cannot process remote commands, including removal.

Orphaned devices typically result from:

QR code or manual provisioning that was interrupted
Devices that were reset or powered off mid-enrollment
Duplicate provisioning attempts on the same hardware

Step 1: Identify the orphaned device

Locate the device serial number or Esper Device ID of the stuck device. You will need this to remove it. If multiple devices failed provisioning at the same time, collect all affected device IDs before proceeding.

Step 2: Attempt removal through the Esper Console

Try removing the device using the standard console workflow:

Go to Devices & Groups.
Find the device by name, serial number, or Esper Device ID.
Click the device name to open its details.
Select Remove Device.

If the removal completes, verify that the device no longer appears under Devices & Groups. You can then re-provision the physical device if needed.

What to do if standard removal fails

If the Remove Device option does not work or the entry reappears after removal, the device entry is fully orphaned and requires backend support to clear.

Before contacting support, verify the following on the physical device:

Perform a factory reset on the device.
Ensure the Esper Agent app has been fully uninstalled.
Confirm the device is not actively attempting to re-enroll.

If the device remains stuck in your console after these steps, contact Esper Support. Provide the following information:

Device serial number(s) or Esper Device ID(s)
The date provisioning failed
Whether the physical device is currently online or offline
All device IDs affected by the same failed provisioning attempt

Esper Support can remove the orphaned device record directly from your tenant backend.

Still need help?

If you cannot remove the orphaned device or need further assistance, submit a support ticket. Include your device serial numbers and a brief description of the provisioning failure.