Help & Troubleshooting

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Ask questions, report issues, and find solutions. Mark the best answer as Solved — it helps the next person with the same problem. Include your Android version, device model, and exact error message.

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MicroTouch Remote Viewer not working: Supervisor plugin is model-specific — create and deploy per device model (IDC_Series vs. MACH_MP)
  • Esper Support
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Screen rotation mismatch: device stays in portrait but Remote Viewer displays landscape orientation
  • Esper Support
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App appears missing from device but is installed as a web app: verify app type before further investigation
  • Esper Support
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Device removal from console doesn't trigger factory reset or wipe on-device: manually reset the device and re-provision
  • Esper Support
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Wi-Fi settings blocked on enrolled devices: disable `disableWifiMode` Esper Agent param in Blueprint Advanced Android Settings
  • Esper Support
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Provisioning stuck at Step 1 of 3: Reset device and collect Esper Agent logs to identify policy or connectivity block
  • Esper Support
  • Edited
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Kiosk app does not auto-launch on power-on: set app install type to "Always Apply" in Blueprint
  • Esper Support
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Remote Viewer session stuck in "starting session" state and fails with `Remote viewer disconnected` error
  • Esper Support
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TOTR app authentication fails after Esper provisioning: extract QR config data
  • Esper Support
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Play Store app install fails with "Google Play install command failed to update the policy": AFW account
  • Esper Support
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Esper Agent crash during provisioning on Android tablets
  • Esper Support
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ABM sync fails — fix device count mismatch or wrong MDM token
  • Esper Support
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Play Store app install during provisioning causes device to stall: change install timing to post-provisioning
  • Esper Support
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Tenant (Environment) Name Cannot Be Renamed — New Tenant Required
  • Esper Support
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iOS devices stuck in Drift: invalid MDM profiles causing Converge failure on Blueprint apply
  • Esper Support
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Bulk converge command stuck in queue with Strict App Synchronization: APK download fails
  • Esper Support
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Auto-open app closes and doesn't relaunch after agent update in multi-app mode
  • Esper Support
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"Failed to retrieve configuration" during DEP/ASM enrollment after wipe and restore
  • Esper Support
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Remote Control unavailable after Supervisor plugin install — upload correct OEM plugin
  • Esper Support
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App icon notification badges not showing on managed devices: launcher limitation and workarounds
  • Esper Support
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"User is not assigned to this application" error: resolve via user invitation
  • Esper Support
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Esper Remote Viewer blocked by Zscaler — configure ZIA to allow Esper traffic
  • Esper Support
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Version Code missing from device detail screen — find it in Apps & Configuration
  • Esper Support
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Device appears onboarded and assigned an Esper ID but does not show in its Blueprint group or Devices & Groups count: refresh session to resolve display inconsistency
  • Esper Support
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Devices not visible in Esper Console after Blueprint assignment: use Blueprint filter in Devices & Groups to locate them
  • Esper Support
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Device not appearing in search results in Devices & Groups: clear active filters to restore visibility
  • Esper Support
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Device stuck in ONBOARDING state: factory reset or collect diagnostic logs
  • Esper Support
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Device provisioning stuck on Device Owner rights conflict: reset and retry
  • Esper Support
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Second Android device fails to provision — diagnostic checklist
  • Esper Support
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Blueprint stuck in Acknowledged state: toggle Wi-Fi to trigger convergence
  • Esper Support
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