Device provisioning failure: "Failed pushing device details" — both QR and manual provisioning methods failing

Android

If you receive a "Failed pushing device details" error during device provisioning—whether using QR code, manual entry, or other enrollment methods—follow these troubleshooting steps to resolve the issue.

Before you begin

This error typically indicates a communication problem between your device and Esper's provisioning service. Ensure you have:

• The device model and Android version information
• Your Esper Console login credentials
• Access to the provisioning template you're using
• Network access to verify connectivity

Step 1: Verify network connectivity

The device must be able to reach Esper's servers and Google's authentication endpoints. Confirm that your network does not block traffic to:

• *.esper.io
• accounts.google.com
• android.googleapis.com

If your network uses a firewall or proxy, ensure these domains are whitelisted. If you're unsure, contact your network administrator.

Step 2: Check your provisioning template

1. In the Esper Console, go to Provisioning Templates.
2. Select the template you're using for enrollment.
3. Verify that all required fields are correctly assigned:
   • Enterprise
   • Blueprint
   • Device Group
4. Save any changes if you made corrections.

Step 3: Regenerate your provisioning method

If you're using QR code provisioning, generate a fresh QR code to rule out corruption or expiration:

1. In the Esper Console, navigate to Provisioning Templates.
2. Select your template.
3. Click Download QR Code.
4. Use the newly generated QR code for enrollment.

If you're using other provisioning methods (Zero-Touch, KME, or manual), verify that your enrollment token is current and not expired. For KME and Zero-Touch, confirm that your Esper Agent extras JSON is correctly formatted.

Step 4: Retry provisioning

1. On the device, restart it completely.
2. Attempt provisioning again using your refreshed provisioning method (new QR code or re-validated template).
3. Monitor the device for success or any new error messages.

Step 5: Verify device enrollment

After provisioning completes, confirm the device is active in your Esper Console:

1. Go to Devices & Groups.
2. Locate your device in the list.
3. Verify its status is Active.
4. Check that all Blueprint settings have been applied successfully.

If the error persists

If you're still seeing the "Failed pushing device details" error after following the steps above, gather diagnostic information:

1. Connect the device to your computer via USB and enable Developer Options and USB Debugging.
2. Pull the device logs using ADB:

   adb logcat -s EsperDeviceOwner,DPCService > dpc_logs.txt

3. Note the exact error message displayed on the device screen.
4. Check the Esper Status Page for any ongoing backend incidents affecting provisioning services.
5. If you have multiple devices failing simultaneously with the same error, this may indicate a broader service issue or template misconfiguration.

Still need help?

If you've completed all troubleshooting steps and the issue remains unresolved, contact Esper Support. include:

• Device model and Android version
• Provisioning method attempted (QR code, manual, Zero-Touch, KME, etc.)
• The exact error message from the device screen
• Esper Agent logs pulled from the device (the dpc_logs.txt file from the ADB command above)
• Screenshots of the error, if applicable