Hello Thanh Lam tu,

Thank you for your response, when you take remote control of the device in the legacy RC -> go to Shell window ->

later type "unlock" and click enter -> it will unlock the device

Let me know if this works for you.

Regards,

Verify if you have deployed any feature-control profile with the "disable screen capture" option checked.  If so, uncheck the option and retry.

Thank you for your reply. Currently, I don't have any profile that checked on "disable screen capture" 

What are the build and version numbers of your device agent and MobiControl server?

What about the active MDM API's reported on the configuration tab of the device or in the information tab on your web console?

And the firmware version  and Knox library verion of your device?

Hello Thanh Lam tu,

Thank you for your post, please provide agent version, MobiControl version and Android Plus or Android Enterprise?

Regards,

Our version for Mobicontrol server : 14.4.0.4857

Device Agent : 14.1.7 Build 1117

I don't install KNOX on the devices . I using Galaxy Tab A (2017)

Regarding your question "What about the active MDM API's reported on the configuration tab of the device or in the information tab on your web console?" -> I don't know how to check it, could you guide me .

Hi JVMOD,

Thank you for your reply.

Our version for Mobicontrol server : 14.4.0.4857

Device Agent : 14.1.7 Build 1117

I am using Android Enterprise.

Waiting for your help.

Regarding the Active MDM API's, click on the device icon in your web-console, go to the leftmost "Device Details" tab, and check the second last item "Supported APIs" within the "DEVICE DETAILS" section.

Also, can you successfuly start a remote-control session on other device brand/model with your current MobiControl server?

If not, have you ever successfully start any remote-control session with any device (of this or other brand/model) with your current MobiControl server?  Has there been any server upgrade or network reconfigurations recently?

Thank you for your guidance. 

our Supported APIs :SamsungMdmV57, Samsung RC v1, 837, Work Managed Device

Yes, I can successful start a remote-control session on the device with current MobiControl server

I have just get the current situattion is "i am unable to see the screen it only shows as a black screen." when the user locked device's screen.

If it doesn't lock screen, I can see the device's screen

Hi JVMOD,

Yes it works after 6 seconds .

Thank you so much for your suggestion. It very helpful for me.