QR/ADB Provisioning fails with "Couldn't set up your device": resolve via alternate network or hotspot

Android

When provisioning an Android device with Esper using QR code, ADB, or another method, you may see the error message "Couldn't set up your device." This error typically indicates a network connectivity issue. Follow these steps to resolve it.

Before you begin

This error occurs before the Esper agent is installed on the device. It means your device cannot reach the required Google and Esper provisioning endpoints. Common causes include:

Corporate or site Wi-Fi with restrictive firewall rules
Proxy filtering blocking outbound HTTPS traffic
Insufficient bandwidth to download provisioning services

How to resolve this issue

Disconnect the device from your corporate or site Wi-Fi network.
Connect the device to an alternate network with unrestricted internet access. A personal mobile hotspot is recommended.
Factory reset the device if it has already failed during the setup wizard.
Re-initiate the provisioning process from the beginning.
Complete the full provisioning flow while connected to the hotspot network.
Once the device is enrolled and the Esper agent is active, you can reconnect the device to your corporate network if needed.

Verify provisioning succeeded

After completing provisioning, confirm that your device appears in the Esper Console:

Go to Devices & Groups.
Locate your device in the list.
Verify the device status is Online.
Confirm that your assigned Blueprint has been applied successfully.

If the issue persists

If switching to an alternate network does not resolve the error, try these additional steps:

Review your firewall settings

Work with your network or IT team to whitelist all domains required by Esper. See our Firewall Requirements documentation. Pay particular attention to:

Google Play domains
Google APIs domains
*.esper.cloud endpoints

Check for SSL inspection

Some corporate networks use SSL inspection or deep packet inspection that can break certificate chains for Google Play traffic, even when domains are whitelisted. Ask your IT team to confirm that SSL inspection is bypassed for Esper and Google provisioning domains.

If the error occurs on multiple devices

If the error persists on multiple devices of the same manufacturer and model, even when connected to an unrestricted network, collect the following information before contacting support:

Device manufacturer, model, and Android OS version
Provisioning method used (QR code, Zero-Touch, NFC, ADB)
Screen recording of the provisioning attempt
ADB logs captured during the failure. Run: adb logcat -s ManagedProvisioning:* DpcReceiver:*

Still need help?

If you've tried these steps and the issue persists, contact Esper Support. Include the device details and ADB logs listed above to help our team diagnose the issue faster.