"Sorry, this device is not available right now" message on devices: identify whether error originates from third-party app vs. Esper/Android OS

Android

If you see the message "Sorry, this device is not available right now. contact support." on your managed devices, the error may originate from a third-party application rather than from Esper or Android. This article explains how to identify the source of the error and determine the appropriate next steps.

Before you begin

Take a screenshot of the error message on an affected device. This is the fastest way to confirm whether the error appears inside an application or at the Android system level.

Step 1: Confirm the error appears inside a third-party app

Open an affected device and check where the error message displays:

Inside a specific application's UI (for example, within the WeHealth app)
On the Android home screen or lock screen
As an Esper-managed overlay or kiosk launcher

If the message appears inside a third-party application, proceed to Step 2. The error originates from that application, not from Esper or Android.

Step 2: Verify Esper is functioning normally

Confirm that the Esper platform is working as expected:

Open the Esper Console and navigate to Devices & Groups → [Device Name].
Verify the device displays an Online status.
Run a test command on the device by clicking Actions → Ping or Actions → Reboot.
Confirm the command executes successfully.

If Esper commands work normally, the Esper agent is functioning correctly and the issue is confined to the application layer.

Step 3: Identify the affected application

Note the exact name and package name of the application displaying the error. Then verify the installed version in Esper:

Navigate to Devices & Groups → [Device Name] → Apps.
Confirm the application is installed and check its version number.

Step 4: Contact the application vendor's support team

The error message originates from the application's backend infrastructure, not from Esper. Contact the third-party application's support team directly (for example, WeHealth support). Provide them with:

The exact error message: "Sorry, this device is not available right now. contact support."
The affected application name and package name
The installed application version
Whether the error appears on one device or multiple devices

The vendor will investigate issues such as:

Backend service availability
Device or account registration status in their system
Recent infrastructure or authentication changes
License, subscription, or entitlement status

Step 5: Verify the issue is resolved

After the application vendor applies a fix on their end, confirm that the error message no longer appears on your devices. Esper functionality should remain unaffected throughout this process.

If the error appears at the Android system level

If the error message appears on the Android home screen, lock screen, or as an Esper kiosk launcher overlay (rather than inside a third-party app), this indicates a different issue:

If the error appears in the Esper Kiosk Launcher: Navigate to Devices & Groups → [Device Name] → Blueprint and verify that the correct app is set as the kiosk app and that the APK is fully installed and up to date.
If the error appears immediately after device provisioning: Collect device logs using the command adb shell logcat -d -v threadtime > dpc_logs.txt and contact Esper Support with your device model, Esper Agent version, and Blueprint configuration details.

Still need help?

If you've confirmed the error originates from a third-party application and the vendor has been unable to resolve it, or if the error appears at the Android system level, submit a support ticket and include:

A screenshot of the error message
The affected device names or device group
Whether the error appears on one device or multiple devices
The date and time the error first appeared
Device model and Esper Agent version (visible in Devices & Groups → [Device Name] → Device Details)