Device provisioning stalls before Esper Welcome Page appears: gather diagnostic data to isolate root cause

Android

AndroidiOS

If your device gets stuck during provisioning and doesn't reach the Esper Welcome Page, follow these steps to diagnose and resolve the issue. This guide will help you gather the information needed to identify what's blocking enrollment.

Before you begin

Before troubleshooting, confirm these details about your setup:

• Your provisioning method (QR Code, Zero-Touch, KME, ABM, or manual Esper Agent download)
• Device make, model, and Android firmware version
• Which Blueprint is assigned to your devices

Step 1: Verify your Blueprint configuration

1. In the Esper Console, navigate to Blueprints.
2. Select the Blueprint assigned to your device.
3. Review the settings to check for any policies that might block provisioning, such as:
   • Network restrictions applied before enrollment completes
   • Kiosk policies set to activate during initial setup
   • Required apps that may not be available at enrollment time
4. If you find restrictive settings, temporarily disable them and re-test provisioning.

Step 2: Factory reset your device

If a device was previously enrolled or had a Device Owner registration, that residual data can block re-enrollment. A full factory reset is required to clear it.

1. On the device, go to Settings → System → Reset options → Erase all data (factory reset).
2. Alternatively, if you can't access Settings, use hardware keys specific to your device model (usually Volume Down + Power held together for 10+ seconds).
3. Wait for the reset to complete and the device to boot to the initial setup screen.

Step 3: Reprovision from a clean state

1. Using your provisioning method (QR code, Zero-Touch, KME, etc.), initiate enrollment on the factory-reset device.
2. Record a video of the entire provisioning flow, capturing:
   • Any on-screen error messages
   • The exact stage where the device stalls or stops responding
   • How long it waits before becoming unresponsive
3. Let the provisioning attempt run for at least 5 minutes before considering it stalled.

Step 4: Collect Esper Agent logs via ADB

If the device is accessible via USB or network ADB, pull diagnostic logs from the Esper Esper Agent:

1. Connect the device to a computer with ADB installed.
2. Run the following command:

   adb logcat -s Esper Agent > dpc_logs.txt

3. Reproduce the provisioning attempt while the log is capturing.
4. Stop the log capture after the device stalls (press Ctrl+C).
5. Save the dpc_logs.txt file to share with support.

Step 5: Verify successful provisioning

Once provisioning completes, confirm the device reached the Welcome Page and enrolled successfully:

1. The Esper Welcome Page should display on the device.
2. Navigate to Devices & Groups in the Esper Console.
3. Locate your device in the list and verify its status is Active.

Common issues and solutions

Device stalls at Device Owner/admin rights step:

• Ensure the device is connected to a working Wi-Fi network.
• Verify the enrollment token or QR code was generated from the correct tenant and Blueprint.
• Try the provisioning method again from a fresh factory reset.

Esper Agent is not installing:

• Confirm the QR code or enrollment token is for the correct tenant.
• Check that your Blueprint is valid and not corrupted.
• Verify the device has internet connectivity.

Issue affects multiple devices across different models:

• This may indicate a tenant-level issue with your Blueprint or network configuration.
• Review your Blueprint settings again, focusing on policies applied at enrollment time.
• Contact Esper Support immediately if the issue persists across multiple devices.

Device is a less common OEM or runs a custom Android build:

• Some OEMs have limited support for certain provisioning methods.
• Verify your device model supports your chosen provisioning method (QR Code, Zero-Touch, etc.).
• Try an alternative provisioning method if available.

Still need help?

If your device still won't reach the Esper Welcome Page after following these steps, contact Esper Support. provide:

• Device make, model, and Android firmware version
• Your provisioning method
• The video of the provisioning attempt
• The Esper Agent logs collected via ADB (if available)
• Your Blueprint configuration details