Vague "cannot change settings" report: close and request details — no root cause established

Android

If you're unable to change settings in your Esper Console or on a managed device, this guide will help you identify the issue and provide the information our support team needs to assist you.

Before you begin

Settings in Esper can refer to several different things:

Android device settings managed through a Blueprint policy
Esper Console configuration and controls
App-level settings managed through Managed Configurations

The steps below will help you clarify which setting you're trying to change and why it's restricted.

Step 1: Identify the specific setting

Note exactly which setting you're unable to change. For example:

A console toggle (e.g., in Blueprints or Console → Company Settings)
A device setting (e.g., Wi-Fi, screen brightness, or a managed policy)
An app configuration setting

Step 2: Determine the scope

Clarify whether the issue occurs:

In the Esper Console (and if so, which section: Devices & Groups, Blueprints, Apps, etc.)
On the physical managed device itself
In an app running on the managed device

Step 3: Document the exact behavior

Take a screenshot or screen recording showing what happens when you try to change the setting. Note:

Is the control greyed out or disabled?
Do you see an error message or permission denial?
Does the change appear to work but then revert?
Is there no visible error, but the change simply doesn't take effect?

Step 4: Verify your permissions

If you're unable to change a setting in the Esper Console, check your user role and permissions:

Navigate to Console → Company Settings → Users
Find your user account
Confirm that your role has permission to modify the specific setting you're trying to change
If your role is too restrictive, ask your account administrator to update your permissions

Step 5: Check if a Blueprint is managing the setting

If you're trying to change a setting on a managed device, it may be locked by an active Blueprint policy. To check:

Go to Devices & Groups → [Device Name] → Overview to find the device's enrolled Blueprint
Navigate to Blueprints → [Blueprint Name]
Locate the policy section that controls the setting you're trying to change
If the setting is managed by the Blueprint, any changes you make on the device will be reverted by the Esper Agent — this is expected behavior
To allow changes, you must update or remove the policy from the Blueprint

Step 6: Collect additional diagnostic information

If the issue persists after checking permissions and Blueprint policies, gather this information before contacting support:

Device name, serial number, and device group
Enrolled Blueprint name (found at Devices & Groups → [Device Name] → Overview)
Esper Agent version (visible on the device in Settings → About or in the Esper Console under device details)
A screenshot or screen recording of the issue
The exact error message or behavior you're seeing

If the setting keeps reverting after you change it on the device, you can also request Esper Agent logs via ADB to check for policy enforcement errors. Alternatively, request a bug report from the Esper Console by navigating to Devices & Groups → [Device Name] → Actions → Request Bug Report.

Still need help?

Contact Esper Support with the information you've gathered from the steps above. Be sure to include the specific setting name, the scope (console or device), your screenshots, device identifiers, and the exact error message or behavior you're experiencing.