Patrol app print notice pop-up persists despite lot number selection at sign-in: gather screenshot/video to determine root cause

Android

If your patrol app displays a recurring pop-up when attempting to print a notice—even after selecting a lot number at sign-in—follow these troubleshooting steps to identify and resolve the issue.

Before you begin

Gather the following information about the affected device:

Device name or serial number
Android OS version
Patrol app version
Exact text and buttons shown on the pop-up

Step 1: Capture a screen recording of the pop-up

Visual evidence is essential to determine whether the pop-up is triggered by the app, a system permission dialog, or an Esper-managed overlay.

On the affected device, start a screen recording.
Perform the print workflow: select a lot number at sign-in, then attempt to print a notice.
Stop recording when the pop-up appears.
Save the video file and note the exact text, title, and buttons displayed on the pop-up.

Step 2: Verify the patrol app version

In the Esper Console, navigate to Devices & Groups → Device Details.
Select the affected device.
Go to the Apps tab.
Note the patrol app version installed on this device.
Compare it against the version on unaffected devices to rule out a version-specific issue.

Step 3: Check app permission settings

If your device is in kiosk mode, ensure the patrol app has all required permissions set to auto-grant.

In the Esper Console, navigate to Devices & Groups → Device Details.
Select the affected device.
Go to the Blueprint tab.
Locate the patrol app in the permissions list.
Verify that all required app permissions are set to Auto-grant rather than Ask every time.
If any permissions are set to Ask every time, change them to Auto-grant and save.

Step 4: Request a bug report

If the pop-up does not match a standard Android permission dialog, request a bug report to capture app-layer logs.

In the Esper Console, navigate to Devices & Groups → Device Details.
Select the affected device.
Click Actions.
Select Request Bug Report.
Once the bug report is generated, download it and review the logs at the time the pop-up appeared.

Step 5: Test the resolution

After applying any configuration changes, perform a test print on the affected device.
Select a lot number at sign-in and attempt to print a notice.
Confirm that the pop-up no longer appears.

What to do if the issue persists

If the pop-up originates within the patrol app itself: Contact the app vendor. Esper cannot resolve issues within third-party application code.
If the pop-up is an Android permission dialog that reappears despite auto-grant settings: The app may target an Android API level that bypasses MDM auto-grant for certain permission groups. Contact Esper Support and provide the bug report.
If the issue spreads to multiple devices: This may indicate a group-wide configuration issue. Contact Esper Support for a Blueprint-level review.

Still need help?

If you've completed these steps and the issue persists, submit a support ticket. Include the screen recording, bug report, and the device name so our team can investigate further.