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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AFW provisioning fails with "Invalid email account" error when existing Google account is present on device
  • Esper Support
  • Edited
0 votes 0 comments
Device stuck on provisioning screen for 30+ hours: reboot or factory reset + reprovision to recover
  • Esper Support
  • Edited
0 votes 0 comments
Custom wallpaper on Esper Launcher: end users cannot change wallpaper; configure via Blueprint in Esper Console
  • Esper Support
  • Edited
0 votes 0 comments
Web app stuck on "Hide" and won't display in Kiosk mode: re-apply Blueprint with Show visibility and send Converge command
  • Esper Support
  • Edited
0 votes 0 comments
QR Code provisioning fails on Samsung Galaxy A9+ (no model-specific support): use AFW/EMM Token method instead
  • Esper Support
  • Edited
0 votes 0 comments
Automated offline-device reports: only daily schedule supported; custom intervals and offline-duration triggers not available
  • Esper Support
  • Edited
0 votes 0 comments
Device stuck on 'Metro by T-Mobile' screen and remains offline in Esper for >24 hours despite active Wi-Fi connection
  • Esper Support
  • Edited
0 votes 0 comments
EDP provisioning stuck at 53%–84% via Wireless Debugging on Rockchip devices (RK3576 / RK3399)
  • Esper Support
  • Edited
0 votes 0 comments
Device lockdown state mismatch: console reports unlocked while device is physically locked
  • Esper Support
  • Edited
0 votes 0 comments
Login screen loop on managed device: update Esper Agent and contact Esper Support
  • Esper Support
  • Edited
0 votes 0 comments
Devices not visible on user profile: grant group access or update role to 'All Groups' in Esper Console
  • Esper Support
  • Edited
0 votes 0 comments
Secure ADB session expires or fails to connect when ADB duration is set to 1 hour on unattended devices
  • Esper Support
  • Edited
0 votes 0 comments
Offline devices stuck in remove queue: uncheck Factory Reset to force-remove from console
  • Esper Support
  • Edited
0 votes 0 comments
Supervisor Plugin (Remote Plugin) not available for new device model: source from existing tenant and upload manually
  • Esper Support
  • Edited
0 votes 0 comments
Managed Google Play app approval shows wrong app version / approved app not available in Blueprints
  • Esper Support
  • Edited
0 votes 0 comments
Remote Viewer disconnects at session establishment: check network, firewall, and APN configuration
  • Esper Support
  • Edited
0 votes 0 comments
Blueprint Converge fails on devices with outdated Esper Agent: update agent to resolve
  • Esper Support
  • Edited
0 votes 0 comments
App update stuck on "Acknowledged" with blue screen after Wi-Fi loss mid-installation
  • Esper Support
  • Edited
0 votes 0 comments
Device Export Shows Duplicate Entries and Incorrect Total Count: Sort by Device Name to Avoid Batch-Order Race Condition
  • Esper Support
  • Edited
0 votes 0 comments
Play Store app installation fails on managed devices: fix missing or corrupt AFW/EMM account, then reset Managed Google Play Services via Blueprint
  • Esper Support
  • Edited
0 votes 0 comments
Esper Accessibility Service Cannot Be Enabled via Esper Settings App on Android 14: Enable Through Android Settings Instead
  • Esper Support
  • Edited
0 votes 0 comments
Blueprint Converge stuck in "Initiated" state: device offline prevents command delivery
  • Esper Support
  • Edited
0 votes 0 comments
Managed app configuration stuck on devices despite no config visible in Blueprint: clear config from Managed Google Play settings
  • Esper Support
  • Edited
0 votes 0 comments
Devices stuck in drift after Blueprint app update: Managed Google Play enrollment failure requiring reprovisioning
  • Esper Support
  • Edited
0 votes 0 comments
Zebra MX XML-based OS conversion (Android 8 → 13 via ZCP) cannot be triggered remotely
  • Esper Support
  • Edited
0 votes 0 comments
Remote Viewer fails to connect on multiple devices: verify firewall whitelist before escalating
  • Esper Support
  • Edited
0 votes 0 comments
Duplicate user permissions: create user and assign matching role in User Management
  • Esper Support
  • Edited
0 votes 0 comments
iOS App Update Fails During Convergence When App Is Actively Running: Close App Before Re-converging Blueprint
  • Esper Support
  • Edited
0 votes 0 comments
AFW (afw#esper) provisioning fails with 'Couldn't find the account' after device wipe: re-provision device
  • Esper Support
  • Edited
0 votes 0 comments
Play Store error "This device is not managed by Google Play services": reinitialize AFW managed account via Blueprint toggle
  • Esper Support
  • Edited
0 votes 0 comments

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