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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OPPO devices revert to Setup Wizard / Welcome screen after successful Esper enrollment
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Provisioning completes at 100% but device shows "Waiting for device admin or owner rights": remove pre-installed ODM account to resolve
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Factory reset protection bypassed when additional Google account is added: verify Factory Reset is disabled in Blueprint
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Devices invisible in "Devices & Groups" (New Esper UI) while visible in Legacy view: use Legacy view as workaround pending fix
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EsperSdkNotFoundException on `activateSdk` call: device not enrolled or Esper Agent not present on device
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Device intermittently shows online/offline and Remote Viewer times out: connectivity typically self-resolves after network stabilizes
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Device offline in Esper Console despite confirmed network reachability: correct system time and restore NTP connectivity
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Devices unexpectedly factory resetting or reverting Blueprint: Samsung Knox MDM issuing wipe commands in parallel with Esper
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Samsung Galaxy Watch provisioning via Esper Device Provisioner requires prior ADB/terminal pairing; Esper Settings app visibility depends on launcher selection
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Web App creation request with internal URL and self-signed certificate: backend creation via Esper Support team
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Customer-Provided APK upload to Esper production environment: agent-assisted sideload for private/enterprise apps
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Manual APK upload to customer Esper account: signed APK uploaded via internal process
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Upgrading a device from a Legacy Template to a Blueprint when the user lacks console permissions
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Esper Agent app attributed with high battery usage: GPS/location polling and screen-on time are primary causes — update Esper Agent and review location settings
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Automatic Wi-Fi roaming across saved access points: blueprint config + Esper Settings workaround for restricted Android Settings access
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Seamless (Zero-Touch) provisioning ignored in favour of QR code on camera-less RK3288 devices: re-register serial numbers under Provisioning Template to resolve
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Esper MDM US Export Classification (ECCN / EAR / Encryption): EAR99 — No License Required
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OS Update Shows "No Updates Available" on MicroTouch Android Device: contact Esper Support
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New dashboard breadcrumb navigation missing intermediate group level: log as product feedback and close
  • Esper Support
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Display orientation reverts to Landscape after reboot on MicroTouch devices: update to OS build 20260128.1120 to resolve
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Kiosk Admin PIN retrieval and URL update via Chrome Managed Configuration in Blueprint
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Kiosk Mode device management and tenant login confusion: locate correct tenant and switch device mode to resolve
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Blueprint update causing app downgrade and full device reconfiguration: use version pinning, Converge targeting, and Managed Configuration for per-device tokens
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Samsung Galaxy Tab A7 (SM-T500) reports no internet connectivity: ticket closed without resolution — data collection checklist for future recurrence
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APN not applying via dpcParams: placeholder MCC/MNC values and Supervisor Plugin required for dual-SIM APN push on South African networks
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Muting Esper Agent notifications during and after provisioning using Blueprint JSON config
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Accessing Esper PCI AOC and security compliance documents via the Esper Trust Center
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Deploying OEM Firmware OTA Updates (e.g., Azulle) Through Esper: Methods and Phased Rollout
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QR Code provisioning loops on Google Policy Acceptance page: switch from Provisioning Template to Blueprint to resolve
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Tenant access lost after billing transition: restore by migrating to SS billing
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