Upgrading a device from a Legacy Template to a Blueprint when the user lacks console permissions

Android

If you don't have console permissions to upgrade a device from a legacy provisioning template to a Blueprint, you'll need to contact Esper Support or request that your account administrator grant you the appropriate permissions. This article explains what's happening and how to resolve it.

Understanding the permission issue

The Upgrade Now control in the Upgraded Blueprint column may appear greyed out or unresponsive if your Esper Console role doesn't include write permissions for Blueprint assignments. Roles such as Viewer, Field Service Specialist, or custom restricted roles cannot modify device Blueprint or template assignments.

This is a permissions boundary, not a product issue — the Esper Console restricts the action based on your role and typically displays no error message.

Before you begin

• Locate your device serial number or device name.
• Note the exact Blueprint name you want to upgrade to (for example, "AMBRA TASSTA Blueprint").
• Confirm your device is online — Blueprint upgrades require the device to be connected.

How to verify you can see the upgrade option

1. Go to Devices & Groups in your Esper Console.
2. Find your device by serial number or name.
3. Open the device detail view.
4. Scroll horizontally in the device table to locate the Upgraded Blueprint column — this column is often hidden off-screen by default.
5. Check whether the Upgrade Now control is clickable or greyed out.

If the upgrade control is unavailable to you

You have two options:

• Request your administrator to grant permissions: Your Esper tenant administrator can update your user role to include Blueprint write permissions. They should go to Console → User Management → [Your User] → Edit Role and select a role that permits Blueprint modifications.
• Contact Esper Support: Our support team can perform the Blueprint upgrade directly on your device. When you reach out, provide your device serial number and the exact name of the Blueprint you want to upgrade to.

If you can click Upgrade Now

1. Click Upgrade Now in the Upgraded Blueprint column.
2. Search for and select the correct Blueprint (for example, "AMBRA TASSTA Blueprint").
3. Confirm your selection.
4. If you also requested a Factory Reset, go to Device Actions → Factory Reset after the Blueprint upgrade completes. Note that Factory Reset is irreversible and will erase all data on the device.
5. Verify that your device now displays the correct Blueprint in the Upgraded Blueprint column and has received the new configuration.

Troubleshooting

The Blueprint name doesn't appear in the search: Verify the exact Blueprint name by checking your Blueprints section in the Esper Console. If the Blueprint exists but still doesn't appear during upgrade, the Blueprint may belong to a different tenant or environment.

The Upgrade Now control is still greyed out even for your administrator: Check whether your device is offline. Blueprint upgrades require the device to be online. If the device is online and the control remains unavailable, contact Esper Support.

The Upgraded Blueprint column is not visible at all: Scroll horizontally within the Devices & Groups table. This column is often positioned off-screen by default.

Still need help?

If you're unable to upgrade your device or your administrator cannot update your role contact Esper Support. Provide your device serial number, the target Blueprint name, and a screenshot of the Upgraded Blueprint column showing the unavailable control. Our team will complete the upgrade for you.