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Factory reset not posibble in Samsung A11

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RT
Raúl Traslaviña - Meltec Comunicaciones

Hi dears

We have applied the "Wipe" action to make factory reset in some Samsung A11

The device join in "loop" and the agent status have repeatedly change "connected" and "disconnected" and the device is unusable

And not is posibble uninstall Mobicontrol

Try provide "Admin Mode" in the device for enter in settings and select the "Factory reset" but option has disable, show a gray color.

Try delete inscription and device enter in lock status and the screen show "Please enter Enrollment ID..." 

Device: Samsung A11 - Android 11

Version Agent: 15.3.0.1006

Thanks for help

samsung Factory reset
3 years ago
Android
ANSWERS
RT
Raúl Traslaviña - Meltec Comunicaciones
2 years ago

Solvet! the support team share with me a "POC Agent" to change polities of Factory-Reset in this devices, the version agent is 15.30.1007 but not is productive, it is recommended to use only Factory-Reset.

This discussion share more information: https://discussions.soti.net/articles/samsung-elm-not-supported-on-select-android-11-non-knox-samsung-devices?postbadges=true

Thanks

Solution
RC
Raymond Chan Diamond Contributor
3 years ago

Is the problem CONSISTENTLY the same for EACH of the Samsung A11 devices you wiped?

Do you use Samsung ELM or generic Android Enterprise device agent on the device?

Do your devices use Samsung KME or Zero-Touch-Enrollment (ZTE) for re-enrollment?

Did you actually get into device administrator mode successfully by inputting the correct admin password configured in authentication profile payload?

Is there any feature-control profile with disabled "factory-reset" option deployed to your devices?

RT
Raúl Traslaviña - Meltec Comunicaciones
2 years ago

Is the problem CONSISTENTLY the same for EACH of the Samsung A11 devices you wiped?
R: Not all A11, some are A11 successfully removed, but method enroll and the group and profiles are equal.

Do you use Samsung ELM or generic Android Enterprise device agent on the device?
R: using generic Android Enterprise, the version is: 15.3.0.1006

Do your devices use Samsung KME or Zero-Touch-Enrollment (ZTE) for re-enrollment?
R: using method Zero-Touch-Enrollment, to scan QR generate in Stage Programmer with ID enroll

Did you actually get into device administrator mode successfully by inputting the correct admin password configured in authentication profile payload?
R: using two methods to put Admin Mode, 1. the user writing password in device (Authetication) and set Admin Mode/off kiosk 2. Clicking Admin Mode in remote control tab. In the Device Configuration show in red color "Admin Mode"

Is there any feature-control profile with disabled "factory-reset" option deployed to your devices?
R: yes, in the Feature Control is active "Allow Factory Reset", and try revoke the Feature Control but results is same

RS
Rafael Schäfer
3 years ago

"the agent status have repeatedly change "connected" and "disconnected""

Is often senn when device had wrong time/date settings and reported that to the Soti-Server (should see then a negative time in Agent Connect time and/or in agent disconnect time.

Then you have to wait until the difference is passed. (If shown -5 minutes, wait 6 minutes, then this should be solved)

Regarding the wipe, you should be able to wipe it thru Android recovery menu or just enter your enrollment id to get it back into your system and wipe it again.

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