Offline device with duplicate Esper ID blocks re-provisioning: remove without factory reset to clear stale entry

Android

If you manually factory reset a device outside of the Esper Console and it now fails to re-provision, you may have a stale device entry blocking the enrollment. This guide shows you how to remove the old entry so your device can provision successfully with a new Esper ID.

Before you begin

This issue occurs when:

• You factory reset a device using the device's hardware settings menu (not through Esper)
• The device entry still exists in your Esper Console but shows as offline
• You're attempting to re-provision the same device and see a "failed pushing device detail" error

The solution is to remove the stale device record from the Esper Console, then re-provision the device fresh.

How to remove the stale device entry

1. In the Esper Console, go to Devices & Groups.
2. Locate the offline device using its serial number or old Esper ID.
3. Open the device record and click Factory Reset.
4. In the Factory Reset dialog, uncheck both options:
   • Factory Reset
   • Remove from Console
5. Confirm the action. This removes the device from the Esper Console without sending any commands to the device.

How to re-provision the device

1. Use your standard provisioning method (QR code, NFC, or other applicable method) to enroll the device again.
2. The device should now receive a new Esper ID and transition to Active status.
3. Verify that only one entry exists for the device's serial number in the Esper Console.

What to do if the removal option is not visible

If you cannot see the Factory Reset button or removal option for the device, contact Esper Support to request manual deletion of the stale record. This may be necessary for device entries with legacy Esper ID formats.

What to do if the device still fails to provision

If re-provisioning fails after you remove the stale entry:

• Check device connectivity: Ensure the device has a valid internet connection and no firewall rules are blocking Esper's provisioning endpoints.
• Collect logs: Connect the device via ADB and run adb shell logcat -d -s EsperDPC to capture provisioning logs, then share them with Esper Support.
• Multiple devices affected: If several devices in your fleet show the same enrollment failure symptoms, contact Esper Support with the list of affected serial numbers and Esper IDs.

Best practice going forward

Always remove devices from the Esper Console before performing manual factory resets. This prevents stale entries from blocking future re-provisioning and keeps your console clean.

Still need help?

If you're unable to resolve the issue using these steps, submit a support ticket and include the device serial number, Esper ID, and any error messages you see in the Esper Console.