Device retains old name and apps after wipe: ensure Factory Reset + Wipe External Storage are both enabled, and re-provision against current Blueprint

Android

If your device still has the same name and apps after wiping it, the wipe operation may not have been fully configured, or the device re-enrolled with an unchanged Blueprint. Follow these steps to complete a full wipe and ensure your device starts fresh.

Before you begin

A complete device wipe requires two things:

• Both Factory Reset and Wipe External Storage must be enabled during the wipe operation
• Your Blueprint must be updated before the device re-provisions if you want it to have a different name or app set

How to perform a full device wipe

1. In the Esper Console, go to Devices & Groups → [Device Name] → Actions
2. Select Wipe Device or Remove Device (depending on whether you're keeping or decommissioning the device)
3. In the confirmation dialog, check both of these boxes:
   • Factory Reset
   • Wipe External Storage
4. Confirm and execute the operation
5. Wait for the device to reboot. It should start in its factory recovery state with no Esper agent running

How to prevent the device from getting the same name and apps after re-provisioning

If your device re-enrolls into Esper after the wipe (through Zero-Touch Enrollment, a saved QR code, or manual re-provisioning), it will automatically be configured according to its assigned Blueprint. To ensure it gets a different name or app set, update your Blueprint before wiping:

1. Go to Blueprints → [Blueprint Name] → Edit
2. Update these sections as needed:
   • Device Name Template (under Settings) — change this if you want each device to have a unique or different name
   • Apps — add, remove, or update the app list to match what you want on the device after it re-provisions
3. Save and publish the Blueprint
4. Apply the updated Blueprint to your device group: Devices & Groups → [Group Name] → Blueprint → Update Blueprint
5. Wipe the device using the steps above
6. Allow the device to re-provision. It will sync to the updated Blueprint
7. Verify the results by checking Devices & Groups → [Device Name] → Apps to confirm only the apps you defined are installed

What if the device still has old data or apps?

If the device still retains apps or data after you've confirmed that both Factory Reset and Wipe External Storage were enabled, gather this information and contact Esper Support:

• Esper Agent version (found at Devices & Groups → [Device Name] → Device Info → Agent Version)
• Device make, model, and Android OS version
• A description of what data or apps remain on the device
• Whether the device uses a custom OEM Esper Agent or the standard Esper Agent

Some devices with custom Android builds or locked bootloaders may have limitations on what a factory reset can clear. Esper Support can provide guidance specific to your device.

Still need help?

Contact Esper Support if your device continues to show the same name or apps after wiping with both flags enabled.