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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Device removal stuck in pending state: disable Factory Reset and Wipe External Storage to remove offline devices immediately
  • Esper Support
  • Edited
0 votes 0 comments
Android TV / Google TV provisioning via ADB when standard methods are blocked
  • Esper Support
  • Edited
0 votes 0 comments
<code>INSTALL_FAILED_VERIFICATION_FAILURE</code> during Blueprint convergence — fix with multi-architecture APK
  • Esper Support
  • Edited
0 votes 0 comments
Device in Registered state not responding to Blueprint converge commands
  • Esper Support
  • Edited
0 votes 0 comments
Device stuck on "Sending device details" screen during 6-tap (QR) provisioning — reset and re-provision to recover
  • Esper Support
  • Edited
0 votes 0 comments
QR Code (6-tap) provisioning fails to scan: troubleshooting steps and data collection guide
  • Esper Support
  • Edited
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Dual-SIM automatic switching not available — alternative approaches
  • Esper Support
  • Edited
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Volume settings applied via Esper Console not reflected on device: Media stream vs. Ring/Alarm stream mismatch on Android TV/Stick devices
  • Esper Support
  • Edited
0 votes 0 comments
Device stuck in Registered state after Seamless Provisioning: verify Esper Agent is present in firmware
  • Esper Support
  • Edited
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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
  • Edited
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Screen rotation mismatch: device stays in portrait but Remote Viewer displays landscape orientation
  • Esper Support
  • Edited
0 votes 0 comments
App appears missing from device but is installed as a web app: verify app type before further investigation
  • Esper Support
  • Edited
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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
  • Edited
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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
0 votes 0 comments
Kiosk app does not auto-launch on power-on: set app install type to "Always Apply" in Blueprint
  • Esper Support
  • Edited
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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
  • Edited
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Esper Agent crash during provisioning on Android tablets
  • Esper Support
  • Edited
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ABM sync fails — fix device count mismatch or wrong MDM token
  • Esper Support
  • Edited
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Play Store app install during provisioning causes device to stall: change install timing to post-provisioning
  • Esper Support
  • Edited
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Tenant (Environment) Name Cannot Be Renamed — New Tenant Required
  • Esper Support
  • Edited
0 votes 0 comments
iOS devices stuck in Drift: invalid MDM profiles causing Converge failure on Blueprint apply
  • Esper Support
  • Edited
0 votes 0 comments
Bulk converge command stuck in queue with Strict App Synchronization: APK download fails
  • Esper Support
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0 votes 0 comments
Auto-open app closes and doesn't relaunch after agent update in multi-app mode
  • Esper Support
  • Edited
0 votes 0 comments
"Failed to retrieve configuration" during DEP/ASM enrollment after wipe and restore
  • Esper Support
  • Edited
0 votes 0 comments
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
  • Edited
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"User is not assigned to this application" error: resolve via user invitation
  • Esper Support
  • Edited
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