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Remote Control not working on Sony and Nokia devices

JL
Joanne Love
Porchlight Uk - Tela

I have followed provided instructions to add the plugin/package to our handsets that need them to enable remote control.  We have a mixture of handsets - the Samsung handsets work perfectly fine without a package deployed and I can see and control the phone through Remote Control.  However, I have tested this on our Sony and Nokia handsets - I can see the screen but cannot control it.  I have tested a Sony Xperia L3 running Android 8.1.0 and a Nokia 5 running Android 9.  I downloaded the packages from the SOTI website - have I missed a step that allows control of the phone?  

6 years ago
Android
ANSWERS
RC
Raymond Chan Diamond Contributor
6 years ago

What are the version and build numbers of the device agent on your devices?

What about the active MDM API's reported by the device agents?

JL
Joanne Love
6 years ago

Hi, 

Agent Version:

14.0.0 Build 1579

Active MDM API:

Work managed Device, Remove View (1.16.0.100)

Thanks

RC
Raymond Chan Diamond Contributor
6 years ago

If the active MDM API's on your device include only "Remote View", then you cannot do full remote-control, which often requires RC+ API.

If I remember correctly, at least some Sony and Nokia device models I handled in the past did support full remote control.  Maybe be you can try re-enrolling the device, and also check if you have SUCCESSFULLY deployed the right AE plug-in's onto the device.

JL
Joanne Love
6 years ago

Hi Raymond, 

Thank you for this - I will look into it and see if I can get this working from your advice.

Joanne

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