Apps not appearing after provisioning: reboot or re-provision to recover stalled Esper Agent launch

Android

After provisioning your device with Esper, you may find that no applications appear and the device shows the native Android launcher instead of the Esper-managed environment. This article walks you through troubleshooting steps to recover the Esper Agent and get your device running properly.

Before you begin

Confirm that your device is online and visible in the Esper Console under Devices & Groups. The device should show an Enrolled or Provisioned status, even if the Esper Agent launcher is not yet active on the device screen.

Step 1: Reboot the device

Start by rebooting your device to allow the Esper Agent to complete its initialization:

In the Esper Console, navigate to Devices & Groups → [Device Name] → Actions → Reboot.
Alternatively, perform a physical reboot using the device's power button.
Wait 3–5 minutes for the device to complete startup and for the Esper Agent launcher to take over.

After the reboot, check your device screen. You should see the Esper Agent launcher (not the stock Android launcher), and the device status in the Esper Console should show Online and Provisioned.

Step 2: Re-provision the device if reboot doesn't work

If rebooting does not resolve the issue, remove the device from the Esper Console and re-provision it:

In the Esper Console, navigate to Devices & Groups → [Device Name] → Actions → Factory Reset (or Remove Device).
Re-provision the device using your original provisioning method:
- QR code
- Zero-Touch Enrollment
- Knox Mobile Enrollment (KME)
- Android For Work (AFW)
Ensure you use the same Blueprint that was originally assigned to the device.
After re-provisioning completes, wait 3–5 minutes for the device to fully initialize.

Step 3: Verify the fix

Confirm that the issue is resolved by checking the following:

The Esper Agent launcher is now displayed on the device (not the stock Android launcher).
The device status in the Esper Console shows Online and Provisioned.
Any applications assigned through your Blueprint begin installing or appear on the device as expected.

If the issue persists

If both rebooting and re-provisioning fail to bring up the Esper Agent launcher, collect diagnostic logs and contact Esper Support:

Collect Esper Agent logs

Choose one of the following methods:

Using the Esper Console (remote collection): Navigate to Devices & Groups → [Device Name] → Remote Viewer / Logs to retrieve logs remotely.
Using ADB (if the device is physically accessible): Connect the device to a computer and run:
```
adb shell logcat -d > dpc_logs.txt
```

Check your Blueprint configuration

Verify that your Blueprint is configured correctly by navigating to Blueprints → [Blueprint Name] and reviewing all tabs for any misconfigurations.

Contact Esper Support

If the issue reproduces on multiple devices with the same model and firmware, or if you cannot resolve it with the steps above, contact Esper Support and provide the following information:

Device model and Android firmware version
Provisioning method used (QR code, Zero-Touch, KME, or AFW)
Esper Agent version (if available in the Esper Console)
Collected Esper Agent logs
Number of devices affected

Still need help?

Submit a support ticket and our team will assist you.