Kiosk Mode device management and tenant login confusion: locate correct tenant and switch device mode to resolve

Android

If your Kiosk Mode devices are going to sleep unexpectedly or you're having trouble logging into the correct Esper tenant to manage them, this article will help you identify your tenant, switch device modes, and resolve display timeout issues.

Before you begin

Kiosk Mode devices can be assigned to different Esper tenants depending on how they were provisioned. If you're not seeing any devices in your Esper Console, you may be logged into the wrong tenant. Verify your tenant URL is correct — it appears in your browser address bar (for example, https://your-tenant.esper.cloud).

How to find your correct tenant

1. Check your Esper login email and any provisioning documentation you received — these should reference your tenant name.
2. Ask your implementation partner or administrator for your tenant URL if you're unsure.
3. If you have a device serial number, contact Esper Support and provide it — support can search across tenants to confirm which one your devices are provisioned to.

How to locate your affected devices

1. Log into your Esper Console at your correct tenant URL.
2. Go to Devices & Groups.
3. Use the search box to find your devices by serial number, device name, or group.
4. If no devices appear, verify you are logged into the correct tenant (check the URL in your browser).

How to switch a device from Kiosk Mode to Multi-App Mode

You have two options: switch the device immediately using the quick action, or update the Blueprint that controls the device.

Quick action method (faster):

1. In Devices & Groups, select the device tile or click the device name to open device details.
2. Click the Settings quick action.
3. Change Device Mode from Kiosk Mode to Multi-App Mode.
4. Click Apply.

Blueprint method (for multiple devices):

1. Go to Blueprints.
2. Find and click the Blueprint assigned to your devices.
3. Click Edit.
4. Locate the Device Mode setting and change it from Kiosk Mode to Multi-App Mode.
5. Click Save.
6. Select the devices or groups to apply the updated Blueprint to, then click Apply.

How to fix devices going to sleep in Kiosk Mode

If your Kiosk Mode devices are turning off the screen unexpectedly, the display timeout setting in your Blueprint is likely too short.

1. Go to Blueprints and open the Blueprint assigned to your devices.
2. Click Edit.
3. Navigate to Device Settings → Display.
4. Set Screen Timeout to a longer duration, or select Never if the device should stay on continuously for your kiosk use case.
5. Click Save and apply the Blueprint to your devices.

How to update the Kiosk browser URL

1. Go to Blueprints and open the Blueprint assigned to your Kiosk Mode devices.
2. Click Edit.
3. Navigate to the Kiosk or Web App section.
4. Update the URL to the correct value.
5. Click Save and apply the Blueprint.

How to verify your changes

1. In Devices & Groups, confirm your devices now appear in the Esper Console.
2. Check the device detail page to confirm the Device Mode has updated.
3. Verify the Kiosk browser is now loading the correct URL on the device.
4. Confirm the device screen no longer turns off unexpectedly.

Troubleshooting

Devices still don't appear in the Esper Console

• Double-check that you are logged into the correct tenant URL.
• Verify the devices were successfully provisioned by checking provisioning logs (if available in your organization).
• If devices were provisioned by a third-party partner, contact them to confirm provisioning status and your correct tenant name.

Device Mode change didn't apply

• Check the device's online/offline status in Devices & Groups. Commands queued to offline devices will execute once the device reconnects to the network.
• Ensure the device has a stable internet connection.

Screen timeout setting doesn't persist

• Go to Devices & Groups, select the device, and open Device Settings.
• Check whether any device-level overrides are in effect that might conflict with the Blueprint setting.
• Verify the Blueprint was applied successfully to the device.

Can't log into any tenant

• Verify your login email is correct.
• Use the password reset option on the Esper login page.
• If you still cannot log in, contact Esper Support.

Still need help?

If you've followed these steps and your issue persists submit a support ticket. Include your tenant name, device serial numbers, and details about what you've already tried.