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Android 11 pin unlock keypad is not visible during remote control for Honeywell Device

BT
Burim Tahiri*

Hi

We have Honeywell CK65 devices in use at a customer. The devices are Android Enterprise enrolled
At the same time we have updated the OS of the devices from HON660-R-92.00.09-(0081) to HON660-R-92.00.11-(0096).
Next Soti from 15.6.1 to 15.6.3
Xsight from 4.2.1 to 4.3.1
and the MCAgent from 15.3.4 to 15.4.1

After the update I do not see the pin input via RemotControl. I can enter it and press enter and it works but the display is just black.

In the forum of Honeywell I found the following:
https://support.honeywellaidc.com/s/article/Android-11-pin-unlock-keypad-is-not-visible-during-remote-control


Do you know this?

Thanks

2 years ago
Android
ANSWERS
M
MPMOD@SOTI
2 years ago

Hi Burim,

Yes, this is a known issue and I would suggest that you raise a ticket with Soti Technical Support to collect the necessary logs and see if there is a possible workaround.

Kind regards,

Technical Support Specialist | SOTI | +1 905.624.9828 | SOTI.net lDiscussion Forum | Log a Case Online l Facebook l LinkedIn l Twitter 

RS
Rafael Schäfer
2 years ago

@MPMOD: As this is a known issue, are you working on a fix internally already?

M
MPMOD@SOTI
2 years ago

Hi Rafael,

Yes, this is a known issue for OS 13 specifically. But for this case it is for OS 11 and with the way Burim described the issue, these are also the related symptoms. 

Do you have customers that are having the same issue?

Kind regards,

Technical Support Specialist | SOTI | +1 905.624.9828 | SOTI.net lDiscussion Forum | Log a Case Online l Facebook l LinkedIn l Twitter 

RS
Rafael Schäfer
2 years ago

Yes, we have this issue as well on Android devices since A12 (i think) but not always.
We also running on latest Mobicontrol version (15.6.3) and agent version (15.4.2.1025) and plugin versions.

M
MPMOD@SOTI
2 years ago

Hi Burim and Rafael,

If you are having this issue with your devices please open up a support ticket to also have the development team to take a look at this issue. In the support ticket, feel free to mention this Jira number  MCMR-32715.

Kind regards,

Technical Support Specialist | SOTI | +1 905.624.9828 | SOTI.net lDiscussion Forum | Log a Case Online l Facebook l LinkedIn l Twitter 

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