USB-C host/data communication fails after Esper Agent v12.0.4049 upgrade: connect to laptop to reset USB role negotiation

Android

If your Samsung Galaxy S10 tablet lost USB data communication with your peripheral device after upgrading to Esper Agent v12.0.4049, this article explains how to restore the connection. The issue occurs because the USB controller enters an incorrect mode during the agent upgrade. Follow these steps to reset the USB role negotiation.

Before you begin

This issue affects Samsung Galaxy S10 tablets that are configured to operate in USB host mode with a peripheral device that provides power over the same USB-C connection. If your tablet can still charge but cannot transfer data, this solution applies to you.

Step 1: Try the immediate workaround

Disconnect your tablet from your peripheral device.
Connect your tablet via USB-C to a laptop or other known USB host device.
Wait a few seconds for the connection to establish. Your laptop should recognize the tablet.
Disconnect your tablet from the laptop.
Reconnect your tablet to your peripheral device.
Verify that USB data communication is restored and your tablet operates as a USB host.

In most cases, connecting to a laptop forces your tablet's USB controller to renegotiate its role correctly, and the issue resolves.

Step 2: If the workaround doesn't work, try re-converging your blueprint

Open the Esper Console and navigate to Devices & Groups.
Select your affected device.
Go to Blueprint → Converge to apply Blueprint again your existing blueprint.
Wait for the convergence to complete and verify whether USB communication is restored.

Step 3: Enable File Transfer in your blueprint

If re-convergence doesn't resolve the issue, explicitly enable the File Transfer setting in your blueprint.

In the Esper Console, navigate to Blueprints and locate your blueprint for clinic devices.
Create a copy of your existing blueprint.
In the copied blueprint, go to Hardware Settings.
Enable File Transfer.
Save the blueprint.
Assign the updated blueprint to your affected device.
Navigate to Devices & Groups → [Device] → Blueprint → Converge and trigger convergence.
Wait for convergence to complete and verify that USB host and data communication with your peripheral device is restored.

Important: Before assigning a new blueprint to a production clinical device, communicate the change window to your account administrator and confirm they accept any associated risks.

If none of these steps work

Hardware issue: If the laptop-connect workaround also fails, the problem may be a hardware-level issue such as USB-C port damage or a controller fault unrelated to the agent update. Contact Esper Support to arrange an RMA evaluation.
Persistent failure: If the File Transfer setting doesn't resolve the issue, contact Esper Support and provide the following information:
- An ADB bug report from your affected device, collected immediately after the failure occurred
- Esper Agent logs from the affected device
- The exact timestamp of the agent upgrade and when USB communication first failed
- Confirmation of whether non-Esper-managed Samsung Galaxy S10 tablets on the same firmware experience the same issue
Multiple devices affected: If more than three additional devices are affected, this may indicate a regression in Agent v12.0.4049. Contact Esper Support immediately and mention that multiple devices are affected so the issue can be evaluated for an urgent hotfix or agent rollback.

Still need help?

If you've tried all the steps above and USB communication is still not restored, submit a support ticket. Include details about which steps you've tried and whether the issue affects one device or multiple devices in your deployment.