Device enrollment not proceeding: gather device details and enrollment method before troubleshooting

Android

If your devices aren't enrolling into Esper, the first step is to gather specific information about the device and your enrollment method. This article walks you through the diagnostic information you'll need to troubleshoot enrollment failures effectively.

Before you begin

Device enrollment can fail for many reasons depending on which provisioning method you're using, your device's Android version, network configuration, and other factors. To troubleshoot effectively, you'll need to collect some basic information about the device and the enrollment attempt.

Step 1: Gather device details

Collect the following information about the device you're trying to enroll:

• Device make and model
• Android OS version (found in device Settings → About Phone → Android Version)
• Esper Agent/Agent version if already installed

Step 2: Identify your enrollment method

Determine which provisioning method you're using to enroll the device. Esper supports several methods:

• QR code: Tap 6 times on the welcome screen to trigger the QR scanner
• Zero-Touch Enrollment (ZTE): Enrollment via the Google Zero-Touch portal
• Knox Mobile Enrollment (KME): For Samsung devices only
• Android for Work (AFW): Uses Esper Agent identifier afw#esper
• Any other method you've attempted

Step 3: Confirm the device has been factory reset

A complete factory reset is required before enrollment can begin. Verify the following:

• Has the device been fully factory reset before attempting enrollment?
• Enrollment must begin from the device's out-of-box setup wizard
• A partial reset or resumed setup may cause provisioning to fail silently

Step 4: Identify the exact point of failure

Determine where in the enrollment process the device fails:

• At which step does enrollment fail? (for example: QR scan, Wi-Fi connection, Esper Agent download, or device owner assignment)
• What error message appears on screen? (capture the exact text or take a screenshot)

Step 5: Verify network and provisioning template configuration

Once you have the device and method details, check the following:

• Confirm your provisioning template is active and correctly configured in Provisioning → Templates
• Verify that your provisioning network allows outbound HTTPS traffic to Esper's CDN endpoints and Google Play
• Check that no captive portals or proxy configurations are blocking Esper Agent downloads
• If using Zero-Touch or KME, confirm the device IMEI/serial is correctly registered in the respective portal (Google Zero-Touch or Samsung KME dashboard)

Step 6: Confirm successful enrollment

After the device completes the setup wizard, verify enrollment by checking the Esper Console. The device should appear as Active under Devices & Groups.

Android version and method compatibility

Enrollment success depends on your device's Android version and the provisioning method you're using:

• QR provisioning: Requires Android 7.0 (API 24) or higher
• Zero-Touch Enrollment: Requires Android 8.0 or higher and a ZTE-compatible device
• Samsung Knox Mobile Enrollment (KME): Requires devices to be registered in the KME portal before Esper enrollment is attempted
• Non-GMS devices: Standard QR and AFW provisioning methods may not be supported on devices without Google Mobile Services

Important prerequisites

Keep these in mind when troubleshooting enrollment:

• A complete factory reset is required for all Android provisioning methods. Enrollment attempted mid-setup or on a previously-managed device that was not wiped will fail or behave unpredictably.
• During provisioning, the Esper Agent (Esper Agent) is downloaded from Google Play. Your provisioning network must have unrestricted access to both Google Play and Esper's infrastructure.
• Captive portals or proxy configurations can silently block the Esper Agent download, causing enrollment to fail without an error message.

Still need help?

If you've gathered the diagnostic information above and enrollment is still failing, contact Esper Support with the following details:

• Device make and model
• Android OS version
• Enrollment method used
• Exact error message or failure point
• Screenshot of any error text (if available)
• Confirmation that the device was factory reset