Device stuck in boot loop after reboot — Remote Viewer connection fails due to Esper Agent not starting

Android

If your device gets stuck in a boot loop and Remote Viewer can't connect, the Esper Agent may not be starting properly. This article walks you through diagnosing the problem and restoring connectivity.

Before you begin

Remote Viewer requires your device to fully boot and have an active Esper Agent running. If your device stalls during startup, Remote Viewer will be unavailable — this is expected behavior. You'll need physical or local access to the device to troubleshoot a boot loop, since remote management channels won't work until the device completes its startup sequence.

Step 1: Observe the boot state

Physically access the device and determine which of these scenarios applies:

Device is completely frozen on a boot logo or animation (may indicate a hardware or firmware issue)
Device reaches the Android OS partially but stalls before the launcher appears (may indicate an Esper Agent or app conflict)
Device cycles repeatedly between rebooting and a partial boot (classic boot loop)

Step 2: Collect a bug report if the device reaches the home screen

If your device eventually reaches the home screen or launcher, collect a bug report immediately before performing any further reboots. Rebooting clears important log data that helps identify the root cause.

You can collect a bug report in one of two ways:

Via Esper Console: Go to Devices & Groups → [Device Name] → Actions → Request Bug Report
Via ADB:
```
adb bugreport bugreport_output.zip
```

Save the bug report file — you'll need it if you contact Esper Support for further analysis.

Step 3: Update the Esper Agent

Once your device is stable and has reached the home screen, update your Esper Agent to the latest version. Outdated agent versions may contain bugs that contribute to boot issues.

In the Esper Console, go to Devices & Groups → [Device Name] → Device Details → Esper Agent
Select Update
Wait for the update to complete

Alternatively, follow the deployment guide at Deploying Esper Software Updates.

Step 4: Reboot the device

After the agent update completes, reboot your device to verify the fix:

In the Esper Console, go to Devices & Groups → [Device Name] → Actions → Reboot
Wait for the device to restart and reach the home screen
Confirm the device shows an Online status in the Esper Console
Verify you can successfully initiate a Remote Viewer session

If the device never completes boot

If your device remains frozen or stuck in a loop after these steps, the issue likely stems from a hardware fault, corrupted Android system partition, or a bricked firmware state. The device will typically require a factory reset using a hardware key combination (usually Volume + Power to access recovery menu) or an original equipment manufacturer (OEM) replacement.

Important: A hardware-based factory reset will unenroll the device from Esper.

If Remote Viewer still fails after the agent update

If your device boots successfully but Remote Viewer still can't connect after you update the agent, verify the following:

Your device has an active network connection
Your firewall rules permit outbound WebSocket and MQTT traffic to Esper endpoints

Collect your bug report and any relevant ADB logcat output, then contact Esper Support with this information.

If multiple devices have the same issue

If multiple devices in the same group are experiencing the same boot stall, this may indicate a systemic issue such as:

A problematic configuration or policy deployment
A corrupted app deployment
A network-wide connectivity event

In this case, contact Esper Support immediately and describe the scope of the issue (number of devices affected, device models, when the problem started).

Still need help?

If you've followed these steps and your device is still stuck in a boot loop or Remote Viewer won't connect, submit a support ticket. Include your bug report, device serial number, and a description of which step the device is stalling at during boot.