Unexplained high mobile data download consumption during overnight hours: collect Esper Agent logs and bug reports for investigation

Android

If your devices are consuming unexpected amounts of mobile data during overnight hours, you can help Esper investigate by collecting device logs and bug reports. This article explains how to gather the information needed to identify the cause.

Before you begin

Gather the following details about the issue:

Device serial number or Esper device ID
Date and approximate time when you noticed the high data consumption (for example, "May 27th, 5 AM")
Network type the device was using when the spike occurred (4G, Wi-Fi, or cellular)

If multiple devices are affected, note the serial numbers for each one.

Step 1: Ensure the device is online

You must have an online connection to retrieve logs and bug reports from your device.

In the Esper Console, go to Devices & Groups and select the affected device.
Check the device status under Overview. Look for the "Last Seen" timestamp.
If the device is offline, verify that it has cellular or Wi-Fi connectivity enabled, then wait for it to reconnect.

Note: If the device is on a metered 4G connection, bring it online only long enough to collect logs. Consider switching it to Wi-Fi or temporarily restricting mobile data to prevent further unexpected charges during your investigation.

Step 2: Request a bug report

Bug reports capture system information and are most useful when collected during or immediately after the high-consumption event.

In the Esper Console, go to Devices & Groups and select the affected device.
Click Actions and select Request Bug Report.
Wait for the device to generate and upload the report. This may take several minutes.

For more details on accessing logs and bug reports, see Logs and Bug Reports.

Step 3: Collect Esper Agent logs

Esper Agent logs help identify which processes were running when the data spike occurred. To retrieve these logs, contact Esper Support with the following information:

Device serial number(s)
Exact date and time window of the data spike
The bug report(s) you collected in Step 2
Network type in use during the spike

What we investigate

Once you provide the logs and bug reports, Esper Support will cross-reference the timestamps to identify which process caused the data consumption. Common causes include:

Esper Agent automatic updates
App synchronization or updates
OS updates or downloads
Device manufacturer background services

After the cause is identified, we can recommend configuration changes to prevent the issue, such as scheduling agent updates outside of overnight hours or adjusting background data policies.

If you have multiple affected devices

If you cannot collect logs from all affected devices (for example, if some remain offline), start with the device that is currently accessible and actively showing the issue. Provide information about all affected devices when you contact support, including their serial numbers and when the spikes occurred.

Still need help?

Contact Esper Support and include the device serials, timestamp windows, bug reports, and network information described above. Our team will investigate and work with you to resolve the data consumption issue.