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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Connecting to Wi-Fi When a Device Is Stuck Offline in Kiosk Mode: Use the Hidden Dock to Access Esper Settings
  • Esper Support
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Remote Viewer session stuck on black screen or freezes mid-session: restart session and capture HAR logs to investigate
  • Esper Support
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0 votes 0 comments
Remote Viewer session fails to create and Esper Console ticket form rejects spaces: browser cache as likely cause
  • Esper Support
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0 votes 0 comments
Disabling physical volume and power buttons via Esper Agent JSON params: works on Lenovo CSDK and Samsung Knox, not supported on SUNMI devices
  • Esper Support
  • Edited
0 votes 0 comments
Selecting an app from Play Store throws an error: re-add EMM account via "Upgrade for Free" to resolve
  • Esper Support
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Device going to sleep despite "Never Sleep" setting in Esper: troubleshooting unexpected sleep/reboot on kiosk devices
  • Esper Support
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0 votes 0 comments
ABM sync failure caused by wrong MDM token or device count mismatch: upload correct token and verify counts
  • Esper Support
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0 votes 0 comments
Esper Agent crash during provisioning on Lenovo K11: resolves after Agent update
  • Esper Support
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Second-hand device locked to Esper: contact original owner or tenant for removal
  • Esper Support
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Remote Viewer / Remote Control inactive after Supervisor plugin install: upload missing OEM plugin and update Esper Agent + firmware
  • Esper Support
  • Edited
0 votes 0 comments
App icon notification badges not showing on Esper-managed devices: switch to Android launcher or await Esper Launcher feature support
  • Esper Support
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0 votes 0 comments
Esper Remote Access Blocked by Zscaler: Whitelist Zscaler IP Ranges in Your Network/ZIA Policy
  • Esper Support
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Storage monitoring alerts: not currently available in Esper Alerts
  • Esper Support
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App version code not visible on device detail screen: view it via App Management instead
  • Esper Support
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Device stuck in ONBOARDING state: factory reset via Esper logo tap or ADB log collection to diagnose provisioning failure
  • Esper Support
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Provisioning stuck on "Waiting for device admin or owner rights": reset via Esper logo tap or clear existing Device Owner
  • Esper Support
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Blueprint stuck in "Acknowledged" state, does not converge until Wi-Fi is toggled: monitor and capture bug report on recurrence
  • Esper Support
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"Failed to sync" alert in Apple MDM Management — how to check and fix
  • Esper Support
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Migrating devices from third-party kiosk software (e.g. Fully Kiosk) to Esper: remote migration is not supported — physical access or re-provisioning required
  • Esper Support
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Duplicate Device Entries Created in Esper Console After Firmware Flash Due to Model Name Change in SUID
  • Esper Support
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Device appears missing from console: Group Admin visibility restrictions explained
  • Esper Support
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Seamless provisioning fails with "Failed pushing device Details": troubleshooting transient errors
  • Esper Support
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MDM onboarding stalls mid-enrollment: recovery steps for failed provisioning
  • Esper Support
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Recurring ANR on Esper Agent: APN/Mobile-Data Blueprint settings causing hangs
  • Esper Support
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0 votes 0 comments
Remote control not working after Accessibility Service enabled: resolve with OEM-signed Supervisor Plugin
  • Esper Support
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Android Settings app not visible on device: enable and publish via Blueprint to restore access
  • Esper Support
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App Auto-Update Stuck in "Pending" State: Check Managed Google Play Services Blueprint Setting
  • Esper Support
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0 votes 0 comments
Devices stuck in Blueprint Drift with Converge IN_PROGRESS after Group migration
  • Esper Support
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0 votes 0 comments
App installation blocked on Samsung devices after Knox MDM migration: remove Knox profiles
  • Esper Support
  • Edited
0 votes 0 comments
Device stuck in Esper after failed provisioning: remove orphaned device entries
  • Esper Support
  • Edited
0 votes 0 comments

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