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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App upload fails in Esper Console with suspected expired/inactive subscription
  • Esper Support
  • Edited
0 votes 0 comments
Device stuck in Esper MDM after tenant deletion — hard factory reset is the only recovery path
  • Esper Support
  • Edited
0 votes 0 comments
VPP app missing from device-level install dropdown: app must be added to Blueprint (or Blueprint behavior differs for VPP vs. Play Store apps on iOS)
  • Esper Support
  • Edited
0 votes 0 comments
Esper Console slow/unresponsive with "Network Error" or timeout: transient platform-side incident, collect HAR file if it persists
  • Esper Support
  • Edited
0 votes 0 comments
"Sorry, this device is not available right now" message on devices: identify whether error originates from third-party app vs. Esper/Android OS
  • Esper Support
  • Edited
0 votes 0 comments
Exiting Kiosk Mode on-device is not supported — switch to Multi-App Mode via Blueprint to restore full app access
  • Esper Support
  • Edited
0 votes 0 comments
iOS unsupervised enrollment: apps fail to install and Remote Viewer unavailable — supervise device via Apple Configurator to resolve
  • Esper Support
  • Edited
0 votes 0 comments
Play Store version shown in Esper Blueprint differs from installed version on device: version name vs. version code mismatch in Managed Google Play
  • Esper Support
  • Edited
0 votes 0 comments
Clipboard copy-paste cannot be disabled via Esper: treat as feature request and close
  • Esper Support
  • Edited
0 votes 0 comments
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

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