QR/Esper Agent provisioning fails with "Waiting for device admin or owner rights": remove existing accounts and SIM before re-provisioning

Android

If your device shows "Waiting for device admin or owner rights" during QR code or provisioning setup, existing accounts on your device are blocking Esper from taking management control. Follow these steps to clear the device and complete provisioning.

What causes this error

Android requires that a device have no existing accounts before a management app can take control. If your device has a Google account, a SIM card account, or any other registered account, Android blocks the setup process. SIM cards are a common culprit—they automatically register an account when the device boots, even if you haven't explicitly signed in.

Step 1: Check for existing accounts

Connect your device to a computer with a USB cable and run this command in ADB (Android Debug Bridge):

adb shell dumpsys account

Look at the output under User UserInfo{0:Owner}. If you see any accounts listed (for example, Account {name=PHONE, type=com.android.localphone}), these accounts are blocking provisioning.

Step 2: Remove the SIM card

Power off your device completely and remove the SIM card. Keep it removed for the entire provisioning process.

Step 3: Factory reset your device

Perform a complete factory reset to clear all existing accounts:

Go to Settings → General Management → Reset → Factory Data Reset
If you cannot reach Settings, use your device's hardware recovery mode to perform the reset

After the reset completes, do not insert the SIM card.

Step 4: Re-provision with Esper

Start provisioning using your Esper QR code at the first Setup Wizard screen (the language or welcome screen). Do not sign in to any accounts or connect to Wi-Fi before scanning the QR code.

Step 5: Verify provisioning succeeded

After provisioning completes, check your device status in the Esper Console:

Go to Devices & Groups → Device Details
Confirm the device status shows Active and is listed as managed

You can also verify with ADB:

adb shell dpm list-owners

The output should show an Esper package as the device owner.

If provisioning still fails

If the error persists after factory reset and SIM removal:

Google accounts: If you see a com.google account type, you signed in during Setup Wizard. Perform another factory reset without signing in to any account before provisioning.
OEM enterprise enrollment: Check whether your device has Samsung KME, Google Zero-Touch, or other vendor-level enrollment active. That enrollment must be cleared from the vendor portal before Esper can take management control.
Persistent issues: If the error continues on a freshly reset, SIM-free device, collect your Esper Agent provisioning logs and contact Esper Support.

Reinsert the SIM card

Once provisioning is complete and the device is fully managed, you can safely reinsert the SIM card. It will not affect your management status.

Still need help?

If you've followed these steps and your device still won't provision, contact Esper Support. Include your device model, the output of adb shell dumpsys device_policy, and your complete Esper Agent provisioning logs.