Cloudshelf pairing lost after device reboot: factory reset + reprovision required; investigate WebView storage settings in Cloudshelf app

Android

If your devices are losing their Cloudshelf application pairing after every reboot, you can resolve this by adjusting Cloudshelf's internal storage settings. This article walks you through the troubleshooting steps and recovery options.

Before you begin

Cloudshelf pairing loss after device reboot is typically caused by cache and WebView storage settings within the Cloudshelf app itself—not by Android system settings. The settings you need to adjust are internal to the Cloudshelf Player app and may not be visible in your device's standard Android Settings.

Step 1: Access Cloudshelf app settings

Look for a settings panel inside the Cloudshelf app. These internal settings are not found in Android Settings → Apps → Cloudshelf → Storage. You may need to:

• Use a hidden gesture or PIN to unlock the settings panel
• Navigate to an admin URL within the Cloudshelf interface
• Contact your Cloudshelf account administrator for access instructions

Step 2: Disable cache and storage clearing flags

Inside the Cloudshelf app settings, confirm that the following flags are turned OFF (disabled):

• Clear Cache — set to OFF to prevent cache clearing on idle timeout or home page reload
• Clear WebStorage — set to OFF to prevent web storage clearing on idle timeout or home page reload
• Clear Cache (page load) — set to OFF to prevent cache clearing after every page load
• Clear Cookies — set to OFF to prevent cookie clearing on idle timeout or home page reload

If any of these are enabled, disabling them should prevent your pairing data from being wiped when the device reboots or reloads the home page.

Step 3: Verify pairing persists after reboot

After disabling the flags above, reboot the device and confirm that Cloudshelf pairing is maintained and the app displays expected content without prompting for re-pairing.

Alternative: Use managed configuration

If you cannot access the Cloudshelf app settings directly on the device, ask your Cloudshelf vendor whether these cache-clearing flags can be pre-configured via Android Managed Configuration. If so, you can push these settings through Esper:

1. In the Esper Console, navigate to Blueprint → Apps → [Cloudshelf App] → Managed Configuration
2. Ask your Cloudshelf vendor for the managed configuration keys that correspond to the cache and storage clearing flags
3. Add the configuration keys and set them to disable cache clearing
4. Sync or reapply the Blueprint to affected devices

If the issue persists: Factory reset and reprovision

If pairing continues to be lost after every reboot even with the above settings disabled, perform a factory reset and reprovision:

1. In the Esper Console, navigate to Devices & Groups → [Device] → Actions → Factory Reset
2. Once the device has reset and rejoined your Blueprint, re-pair the device in the Cloudshelf platform
3. Reboot the device and confirm that pairing persists

Still need help?

If you've completed all steps above and your Cloudshelf pairing is still being lost after reboot, contact Esper Support. Include details about:

• The Cloudshelf app version and player type
• Your Blueprint configuration and any Compliance Policies that may be clearing app data
• Whether the Cloudshelf vendor has confirmed support for persistent pairing in Android enterprise managed mode