Screen orientation change shows "Failed" in event feed despite applying successfully — AppOps permission denial on TES IDC_Series devices

Android

When you try to change screen orientation on TES IDC_Series devices through the Esper Console, you may see a "Failed" status in the Activity Feed even though the orientation change applies successfully on the device. This article explains why this happens and how to resolve it.

Before you begin

This issue occurs specifically on TES IDC_Series devices when you attempt to change screen orientation (particularly to Inverted Portrait) through the Esper Console. The device may apply the orientation change but the Esper Console reports the action as failed due to an AppOps permission restriction on the device's firmware.

How to change screen orientation

First, try changing the orientation directly from the Esper Console:

Navigate to Devices & Groups and select your device.
Go to Settings → Screen Orientation.
Select your desired orientation (for example, Inverted Portrait).

Check the Activity Feed for the result. If the command shows as "Failed" but the device physically rotated to the correct orientation, proceed to the next section.

If the Esper Console command fails

If the Esper Console command fails but you need the orientation changed, use one of these workarounds:

Open the Esper Settings app directly on the device and manually set the orientation to your desired setting.
On the device, navigate to Android Settings → Display → Screen rotation and set the orientation manually.

After applying the orientation change through either method, reboot the device to ensure the setting persists across restarts.

Understanding the false-failure status

You may notice that the Esper Console Activity Feed shows "Failed" even after you successfully change the orientation on the device. This is a known behavior on TES IDC_Series devices: the device's firmware restricts the Esper system component's permission to change rotation settings at the system level, but the orientation change can still be applied through the device's native settings. The Activity Feed reports the failure from the system layer, even though the physical orientation changed correctly.

Monitor the device after reboot to confirm the orientation setting persists. If it does, the workaround is complete.

If the device remains stuck in landscape

If the device stays locked in landscape orientation and neither the Esper Console, Esper Settings app, nor Android Settings can change it, the device firmware may have a more restrictive permission policy.

Collect the following information and contact Esper Support:

Device serial number and Esper ID (found in Devices & Groups → Device Details)
A fresh bug report from Devices & Groups → [Device] → Bug Report, collected immediately after a failed orientation change attempt
Firmware and build number from Devices & Groups → [Device] → Device Info
A screenshot or screen recording showing the Activity Feed error message alongside the physical device state
Whether this issue affects all devices of the same TES IDC_Series model or only isolated units

If multiple devices at your deployment site are simultaneously stuck in the wrong orientation, include this information as well so the support team can prioritize appropriately.

Still need help?

Submit a support ticket and provide the device details and bug report information listed above. The Esper support team will investigate the firmware restriction and work toward a resolution.