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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APK uploader identity cannot be retrieved — Esper does not log or store application upload attribution
  • Esper Support
  • Edited
0 votes 0 comments
Orphaned app entry cannot be removed after app is delisted from Google Play Store: requires backend removal by Cloud Engineering
  • Esper Support
  • Edited
0 votes 0 comments
"Add Device Group/Record" button missing from Devices & Groups: navigate to Provisioning section instead
  • Esper Support
  • Edited
0 votes 0 comments
Samsung Galaxy Watch (WearOS) enrollment via EDP fails at device query: ADB connects but EDP PIN prompt never appears
  • Esper Support
  • Edited
0 votes 0 comments
Deleted Esper Tenant Cannot Be Recovered — Reprovision Devices Into a New Tenant
  • Esper Support
  • Edited
0 votes 0 comments
QR/ADB Provisioning fails with "Couldn't set up your device": resolve via alternate network or hotspot
  • Esper Support
  • Edited
0 votes 0 comments
Landscape wallpaper upload blocked on iOS/iPadOS kiosk devices: rotate image before upload, but expect iOS to re-rotate on-device
  • Esper Support
  • Edited
0 votes 0 comments
Blueprint converge failure reason not visible in console UI: engineering fix deployed (Chrome 148 affected)
  • Esper Support
  • Edited
0 votes 0 comments
Device stuck in semi-provisioned state and cannot be reset or removed from Esper Console
  • Esper Support
  • Edited
0 votes 0 comments
Tenant access blocked with "You do not have access to this tenant" error: caused by reseller non-payment / account suspension
  • Esper Support
  • Edited
0 votes 0 comments
Remote Viewer access denied with permissions error: collect Device ID, screenshot, and reproduce to diagnose
  • Esper Support
  • Edited
0 votes 0 comments
Date and time incorrect on KDS machines: issue unresolved due to customer disengagement — contact Esper Support
  • Esper Support
  • Edited
0 votes 0 comments
Factory Reset Bypass via Recovery Mode and *777# Code: OEM-Level Controls Required — Esper Cannot Block at Platform Level
  • Esper Support
  • Edited
0 votes 0 comments
USB-C host/data communication fails after Esper Agent v12.0.4049 upgrade: connect to laptop to reset USB role negotiation
  • Esper Support
  • Edited
0 votes 0 comments
Siyata SD7 "Initializing" screen stuck on Android 9: FOTA update to Android 12 must be authorized by Siyata directly
  • Esper Support
  • Edited
0 votes 0 comments
Esper Agent crashing + apps unresponsive on Lenovo IdeaTab (Android 15): contact Esper Support
  • Esper Support
  • Edited
0 votes 0 comments
ABM sync failure caused by wrong MDM token or device count mismatch: upload correct Esper token and reconcile device count in ABM portal
  • Esper Support
  • Edited
0 votes 0 comments
Second-hand device locked to Esper MDM: Esper cannot remove it — direct user to original owner/tenant
  • Esper Support
  • Edited
0 votes 0 comments
Storage monitoring alerts not available: feature request acknowledged, ticket closed
  • Esper Support
  • Edited
0 votes 0 comments
WeHealth app login/signup blocked by backend assignment requirement: feature request — self-service account access not supported via Esper
  • Esper Support
  • Edited
0 votes 0 comments
Second Android device fails to provision: information gathering and escalation checklist for unspecified provisioning failures
  • Esper Support
  • Edited
0 votes 0 comments
Screen orientation change shows "Failed" in event feed despite applying successfully — AppOps permission denial on TES IDC_Series devices
  • Esper Support
  • Edited
0 votes 0 comments
Seamless provisioning fails for all devices with "Failed pushing device Details": self-resolved transient failure
  • Esper Support
  • Edited
0 votes 0 comments
QR Code (6-tap) Provisioning Freezes on Black Esper Screen — Samsung A11: Factory Reset and Re-provision to Recover
  • Esper Support
  • Edited
0 votes 0 comments
Unexplained high mobile data download consumption during overnight hours: collect Esper Agent logs and bug reports for investigation
  • Esper Support
  • Edited
0 votes 0 comments
Vague "cannot change settings" report: close and request details — no root cause established
  • Esper Support
  • Edited
0 votes 0 comments
Device stuck on Esper after failed provisioning: agent-side removal of orphaned device entries
  • Esper Support
  • Edited
0 votes 0 comments
User group assignment fails with "Failed to update account" / `target_user_id is required for role_change`
  • Esper Support
  • Edited
0 votes 0 comments
Esper Dashboard fails to load while other console sections remain functional: issue resolves via platform-side fix
  • Esper Support
  • Edited
0 votes 0 comments
Single-use QR codes not supported for 6-Tap provisioning: use Seamless Provisioning (afw#esper) with serial-number pre-registration as a workaround
  • Esper Support
  • Edited
0 votes 0 comments

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