Blueprint convergence delayed 10+ hours and apps stuck in Drift: transient MQTT interruption breaks Download Manager during app install

Android

If your devices are stuck in Drift state and app installations are taking many hours to complete, a transient network interruption during the Blueprint application process may have paused the download. This article explains how to recover your devices and get apps installed successfully.

Before you begin

Check that your devices have basic connectivity:

• Verify cellular signal bars are visible (or Wi-Fi is connected)
• Confirm the device can reach the Esper backend (you'll see recent activity in the Activity Feed)
• Note the device serial number — you'll need it to send commands from the Esper Console

How to check if your device is in Drift

1. In the Esper Console, go to Devices & Groups → [Your Group] → Devices
2. Look for the Drift column and confirm it shows Yes for the affected device
3. Click the device name to open its details
4. Go to the Activity Feed tab
5. Look for an error message containing Download failed with error code: Not connected to internet or Blocked by firewall

Important: If you see this error but the device has cellular signal and is communicating with Esper, the device is not actually blocked by a firewall or offline — this error reflects a momentary network interruption that occurred during the download process.

How to recover devices stuck in Drift

1. In the Esper Console, go to Devices & Groups → [Device Name] → Blueprint
2. Click Converge
3. Wait 30–60 minutes and check the Activity Feed for progress
4. If the device remains in Drift after 60 minutes, send a second Converge command using the same steps
5. If still in Drift after the second attempt, send a third Converge command
6. After each command, wait 30–60 minutes before sending the next one

Most devices recover after 2–3 Converge attempts. This allows your device to re-establish its connection and retry the app download.

How to verify the fix worked

1. In the Esper Console, go to Devices & Groups → [Device Name]
2. Confirm Drift now shows No
3. Click the Apps tab and verify the target app shows Installed
4. Go back to the Activity Feed and look for a successful Blueprint convergence entry with no error

What to do if the issue persists

If a device remains in Drift after 3 Converge attempts:

1. Go to Devices & Groups → [Device Name] → Actions → Request Bug Report
2. Wait for the bug report to complete and download it
3. Note the timestamp of each Converge command you sent
4. Contact Esper Support and provide:
   • The device serial number
   • The timestamp of each Converge command
   • The bug report ZIP file
   • The name and version of the app that failed to install

If multiple devices (50 or more) in your fleet are stuck in Drift simultaneously, contact Esper Support immediately — this may indicate a platform-level issue.

Still need help?

If the steps above don't resolve the issue, submit a support ticket. Include the device serial number, the Converge command timestamps, and any bug reports you've collected.