Provisioning fails with "Failed pushing device details": delete duplicate device record to resolve

Android

If your device fails to provision with a "Failed pushing device details" error, the issue is likely a duplicate device record in your Esper Console. This article explains how to identify and remove the duplicate so you can successfully re-provision your device.

Understanding the problem

The "Failed pushing device details" error occurs when you try to provision a device that already has an existing record in your Esper Console. This typically happens when a device was previously enrolled and not fully removed before re-provisioning. A factory reset of the physical device alone won't resolve this—you must also delete the duplicate record from your console.

Before you begin

• Have your device's serial number, IMEI, or Esper ID available.
• Access to your Esper Console with sufficient permissions to delete devices.

How to remove the duplicate device record

1. In the Esper Console, go to Devices & Groups and search for your device by its Esper ID, serial number, or IMEI.
2. Open the device record and confirm it matches the hardware you're re-provisioning.
3. Navigate to Devices & Groups → [Device Name] → Device Information.
4. Click Remove Device and select Remove Only. (Do not select "Wipe + Remove" if the device is offline or already wiped.)
5. Wait for the deletion to complete.

How to re-provision your device

1. If you haven't already, perform a factory reset on the physical device.
2. Re-initiate provisioning using your preferred method (QR code or Esper Provisioner app).
3. Verify that the device completes provisioning successfully and appears as a new entry in Devices & Groups without the error.

If you cannot find the device record in the Esper Console

If the device doesn't appear in the Devices & Groups view, you can search for it using the Esper API:

GET /api/v0/enterprise/{enterprise_id}/devices/?search={serial_number}

Once you locate the device ID, delete it with:

DELETE /api/v0/enterprise/{enterprise_id}/devices/{device_id}/

If the error persists after deleting the record

If re-provisioning still fails after removing the duplicate record, collect offline provisioning logs from your device:

1. On the provisioning screen, tap the device ID 5–6 times to trigger log collection and enable ADB for 5 minutes.
2. Connect the device to a computer via USB and run:

   adb pull /storage/emulated/0/Download/dpc_logs.zip <local_destination_path>

3. Save the logs and contact Esper Support with the log file and your device details. Our team will investigate further.

Still need help?

If you've followed these steps and your device still won't provision, submit a support request with your device serial number, Esper ID, and provisioning error logs.