Devices invisible in "Devices & Groups" (New Esper UI) while visible in Legacy view: use Legacy view as workaround pending fix

Android

AndroidiOSLinuxWindows

If your devices aren't showing in Devices & Groups on the new Esper Console but appear in the Legacy view, follow this guide to restore visibility while we work on a permanent fix.

Before you begin

This issue affects your entire device inventory in the new Esper Console. Android devices may be visible in the Legacy view, but iOS devices won't appear there. If you need to manage iOS devices while this issue is ongoing, you'll need to use the workaround below.

How to use the Legacy view as a workaround

1. In the Esper Console header, locate the view toggle option.
2. Switch to Legacy Esper view.
3. Your Android devices should now be visible for management.

Important: The Legacy view only displays Android devices. If you manage iOS devices, they won't appear in this view. You may need to wait for the permanent fix before you can access iOS devices through the Esper Console.

How to refresh after the fix is deployed

Once Esper Support confirms the fix has been released, follow these steps:

1. In your browser, perform a hard refresh:
   • Windows/Linux: Press Ctrl+Shift+R
   • Mac: Press Cmd+Shift+R
2. Navigate to Devices & Groups in the new Esper Console.
3. Verify that both Android and iOS devices now appear in your full device list.

How to collect diagnostic logs if the issue persists

If devices still don't appear after refreshing, collecting a HAR file (network request log) helps our team diagnose the problem.

1. Open Chrome DevTools by pressing F12.
2. Click the Network tab.
3. Check the Preserve log checkbox.
4. Reload the Devices & Groups page to reproduce the issue.
5. Right-click any request in the Network tab.
6. Select Save all as HAR with content.
7. Save the .har file and attach it to your support ticket.

How to verify your console access

If you're the only user experiencing this issue, your console role or permissions may be limiting your access:

1. Ensure your user account has read access to Devices & Groups.
2. If you're unsure about your role, contact your enterprise administrator.
3. Try logging out, clearing your browser cache, and logging back in to rule out a stale session.

Still need help?

If the issue persists after trying these steps, or if you need to manage iOS devices before the fix is deployed, contact Esper Support. Include the HAR file from the diagnostic steps above if you've collected one.