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Unenrolling MDUs without Access to the SOTI Server

FG
Fabian Gysel
DPD (Schweiz) AG

Hello everyone,

We are currently in the process of transitioning from old to new MDUs, while simultaneously migrating the SOTI server. This process is being carried out in phases, with four out of twelve phases still to be completed. Unfortunately, the license for the old SOTI server has expired, which has resulted in a loss of access.

The systems on the old MDUs are still operational. However, we are facing an issue where defective scanners that need to be replaced cannot be added to the old SOTI, as we no longer have access to the SOTI service. Extending the license is unfortunately not an option, as it is only available for a large number of devices and for an extended period, which would be unnecessary since we have capacity available on the new SOTI server. Therefore, it would be a waste of money.

Our proposed solution is to temporarily integrate the old MDUs into the new SOTI server. However, this requires the devices to be unenrolled from the old SOTI before they can be re-enrolled in the new system. The unenrollment process can be done through various methods, but each method requires access to the old SOTI server, which is currently unavailable to us.

Is there a way to unenroll or reset the old devices without needing access to the SOTI service? We do have access to the Windows server.

The MDUs are in Kiosk mode, which prevents a factory reset. This means that the Kiosk mode profile would need to be revoked from the MDU first. Do you know of any way to accomplish this?

Thank you in advance for your help!

Best regards

unroll
a year ago
Android
ANSWERS
RS
Rafael Schäfer
a year ago

If the kiosk mode is the Soti Lockdown, you can get out of it (switching to admin mode) using the admin password.

Then you can go to settings and wipe the device (if not blocked in a different way like oem config or so).

Depending on your devices, you can also put them into recovery mode and wipe them that way, if this is not somhow locked.
Same possibility goes for booting into safe mode or using adb connection to wipe the device.

Otherwise i guess you need to go the "license way".

FG
Fabian Gysel
a year ago

Hello, thank you for the response.

We have tried all of this, but unfortunately, it doesn't work. We cannot reset the device either through the settings, recovery mode, ADB, or by downgrading to an older Android version.

MD
Matt Dermody Diamond Contributor
a year ago

Can you elaborate on why you can't? If you're able to get into Recovery Mode and perform a true factory reset you should be able to get them out of the current enrollment. Are you saying you can't actually get to Recovery Mode? 

P
PMMOD@SOTI
a year ago

Hi Fabian Gysel,

Thanks for posting on SOTI Pulse. Thanks Rafael Schäfer & Matt Dermody for responding to the post, your expertise and willingness to help are greatly appreciated!

As previously mentioned, if you can exit Lockdown Mode and access Admin Mode, you can unenroll the device using the MobiControl agent.

To do this:

  • Open the MobiControl agent.
  • Check the Enrollment Status.
  • Long press on the Enrollment Status.
  • A pop-up will appear with the option to unenroll the device.

Please click "Unenroll" in the pop-up to remove the device from MobiControl. After that, you can factory reset the device.

Kindly follow these steps and let us know once completed, so we can proceed further accordingly.

RC
Raymond Chan Diamond Contributor
a year ago

Hi Fabian,

Please note that the "admin password" mentioned in the previous post refer to the one configured with MobiControl authentication profile payload to the device,  If your devices did not have such admin password set/deployed, or no one knows what was set and there is currently no more access to the old MobiControl server to check/modify, then this approach of exiting MobiControl kiosk will not work for you.

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