PHSA patrol app not launching on device: reboot to recover, contact Esper Support

Android

If your PHSA patrol app won't launch on your managed device and the device is stuck in a reboot loop, you can usually recover by rebooting the device. This article walks you through the recovery steps and how to troubleshoot if the problem persists.

Before you begin

Gather the following information from your device:

Device name or serial number
Android OS version
Esper Agent version

You can find this information in Devices & Groups → Device Details.

Step 1: Reboot the device

Reboot your device to interrupt the reboot loop and clear any app cache issues.

In the Esper Console, go to Devices & Groups.
Select your device.
Click Actions → Reboot.
Wait for the device to come back online.

Step 2: Verify the app launches

After the device restarts, check whether the PHSA patrol app launches normally:

If the app launches automatically, the issue is resolved.
If you need to launch it manually, open the app from your device to confirm it starts without crashing.

Step 3: Capture a bug report if the problem persists

If the app still fails to launch after rebooting, collect a bug report to help identify the root cause:

In the Esper Console, go to Devices & Groups.
Select your device.
Click Actions → Bug Report.
Wait for the bug report to generate and download it.

Step 4: Review the bug report

Before contacting support, review the bug report logs for these error indicators:

FATAL EXCEPTION or ActivityManager crash entries related to the PHSA patrol app
Errors referencing kiosk policy enforcement or app installation state

Step 5: Check your kiosk settings

If your device is configured as a kiosk device, verify that the PHSA patrol app is correctly set as the kiosk app:

In the Esper Console, go to Devices & Groups → Device Details.
Navigate to your Blueprint or kiosk policy configuration.
Confirm that the PHSA patrol app is designated as the kiosk app and is not set to auto-reboot infinitely on crash.

Step 6: Roll back the app version if recently updated

If the app crash began after a recent app update, try rolling back to the previous version:

Go to Devices & Groups → Device Details.
Navigate to Apps.
Select the PHSA patrol app.
Choose the previous app version and redeploy.

Still need help?

If the issue persists after rebooting and you've captured a bug report, contact Esper Support and attach your bug report. Include the device name, Android OS version, and Esper Agent version when you submit your ticket.