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Resetting Password

Solved
JK
Jason Klotz
Mediacom Communications Corporation

I have seem to have run into an issue where passcodes are unable to be reset thru the console. We can send the command and see in the log that the command was sent and that the device received said command.  We then have the employee put in what we have reset it to and it tells us it is invalid.

So then I send a script  resetpassword 123456  and the device says it has received the script and applied the new passcode. Have the employee try again and still wrong. So then I send the script unlock and go into settings and press on pin and it wants me to make a new one. So for S&G's I try to reuse a passcode I used in the script 123456. And it tells me I can not use a previous passcode. Which it should tell me that since in my Auth Policy I say do not allow previous 2 passcodes. So this tells me that policy is working. Any thoughts on why said commands thru the console or even script would not allow an employee to get into the device?

Version 14.1.6.1113

Agent Ver : 13.5.1.1234

Enrolled as Android for Work   afw#mobicontrol

Device:  Samsung Tab S3

OS: 8.0.0

7 years ago
Android
ANSWERS
JK
Jason Klotz
7 years ago

Sorry for the delay here. So we took 5 tablets that we saw this issue on and unenrolled them and went thru the enrollment process again and we were able to change the passcodes. Odd very odd.

Solution
MD
Matt Dermody Diamond Contributor
7 years ago

Did this work previously on Oreo or were the devices recently updated?

RC
Raymond Chan Diamond Contributor
7 years ago

I have never encountered similar problems as yours in various Mobicontrol v14.x implementations for devcies using Android Enterprise agents, though the versions of various components are not the same as what you described.   However,  I believe it is not easy for anyone on this forum to have exactly the same server, device model, firmware version and device agent version as yours. 

To find the actual culprit yourself, the simplest and quickest  will be to test if the same problem is found in the following cases:

1. upgrade the device agent on your problematic device to the latest v13.5.1 b1273 downloadable at https://docs.soti.net/mobicontrolagentdownloads/ .  If it works now,  the problem likely come from  v13.5.1.1234 device agent.

2. enrol another device of a different brand/model using  the same  13.5.1.1234  Android Enterprise agent.  If no problem is found, your server should be OK, and the problem could likely be related to the Samsung Tab S3 firmware.  Otherwise, you might need to confirm with Soti support if you need to perform a server upgrade.  

3. Redo the test if there is new firmware patch for your Samsung Tab S3

If you still cannot solve the problem after identifying the cause, you might need to report to Soti support team to find a solution.

If you cannot wait for the above to be done, and urgently need to set password to only one (or a small number of devices) already deployed,  you can probably use the web-console to send "unlock" and "Disable passcode lock"  actions, and then ask the device end-user to immediately input the required password directly on the device.  

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