Best Practices

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Structured guides, how-to articles, and technical runbooks curated by the Esper team. Based on real resolved support cases.

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Supervisor Plugin availability for OEM devices: request, sign, and upload process
  • Esper Support
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Dual-SIM APN settings not applying — configure via Blueprint JSON
  • Esper Support
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Remote Control tap/input stops working after blueprint change — restore via accessibility toggle
  • Esper Support
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Device ownership transfer between tenants requires removal and re-provisioning
  • Esper Support
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Disabling UWB (Ultra-Wideband) on managed Android devices: available approaches and limitations
  • Esper Support
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USB host permission lost after reconnect on Android 13 kiosk — fix
  • Esper Support
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Accidental factory reset on device group: recovery via provisioning method
  • Esper Support
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Kiosk mode + Managed Google Play: how to connect a device to Managed Google Play to enable browser-only mode
  • Esper Support
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TV device not connecting to internet: triage and escalation steps for Esper-enrolled smart TVs
  • Esper Support
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Bulk Device Removal from Esper Tenant: Remove Only vs. Factory Reset Options Explained
  • Esper Support
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Screen orientation locked after Esper provisioning on kiosk device: update Esper Agent to restore control
  • Esper Support
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Esper Agent software updates cannot be scheduled: use Deploy in Pipeline as interim workaround
  • Esper Support
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End-user device removal request when tenant is owned by a third-party OEM/reseller (e.g. SumUp)
  • Esper Support
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Excel export of filtered device list returns incorrect devices instead of the filtered results
  • Esper Support
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APK Version Name sorting applies only to current page (pagination scope), not all uploaded versions
  • Esper Support
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Billing device count uses peak-day provisioned devices, not end-of-month snapshot
  • Esper Support
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OTA ZIP update not installing on Zebra devices — deliver and apply with Esper
  • Esper Support
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Kiosk mode Chrome escape via notification bar Share action: disable Notification Bar in Blueprint to block unrestricted browsing
  • Esper Support
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IMEI already registered to existing device — remove registration before re-provisioning to a new Blueprint/Template
  • Esper Support
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Converge takes 45+ minutes to complete / How to cancel queued or initiated commands on a device
  • Esper Support
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Device firmware/OS version not updated in Esper Console after manual flash: power reset device to trigger correct check-in
  • Esper Support
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Android Settings app visible on controlled home screen: disable via Blueprint Esper Settings toggle and enable Bluetooth in User Mode
  • Esper Support
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Re-adding removed devices to Esper: device is permanently deprovisioned and requires factory reset + reprovisioning
  • Esper Support
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Screen Orientation Reversed After Firmware Update: Fix via Blueprint Setting
  • Esper Support
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Remove a permanently offline/dead device from the Esper Console without powering it on
  • Esper Support
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Device not charging: faulty third-party battery case blocking power input
  • Esper Support
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View Mode (Orientation) change unavailable in tablet Settings tab: clarify current orientation state before troubleshooting
  • Esper Support
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Unable to Delete Devices from Esper Console: Verify Permissions and Device State
  • Esper Support
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Devices display "registered and ready to onboard" status despite being fully provisioned and in use
  • Esper Support
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Remote Control unavailable on existing Blueprint — enable via Supervisor Plugin
  • Esper Support
  • Edited
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