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Screen freeze when logging into admin in kiosk mode

T
Timur

I am using MobiControl v15.5.0, agent v15.1.3 with zebra MC3300x.

I'm using kiosk mode, everything works fine except for one thing. When I try to enter admin mode, the device freeze for a while, as if trying to verify the password on a remote site. Hanging occurs sometimes for a few seconds sometimes for a minute sometimes for 10 minutes. 

Moreover, if I turn off the Internet on the device, authorization occurs instantly, and also if the network is not limited, this also happens instantly. But our company's security policy requires the network to be restricted. We gave devices access to the following URLs: 

  • sotiassistservices.soti.net
  • notificationservices.soti.net
  • pcsvalidator.soti.net
  • location2.soti.net
  • skinsapi.soti.net
  • activate2.soti.net
  • mobicontrolservices.soti.net
  • agentdservice.s3.amazonaws.com
  • our MobiControl Server

But apparently something is missing, but I can not understand what exactly and why is this happening? There are no speed limits, the server is in our cloud.
Can someone help with this? Can someone come across this?

android lockdown kiosk mode
3 years ago
SOTI MobiControl
ANSWERS
K
KCMOD@SOTI
3 years ago

Hello Timur,

Thank you for reaching out!

Please confirm, does the issue occurs only when you are trying to enter the admin mode? Or same behavior is occurring when you try to enter the user mode?

Please check the logs to see if you are able to find any errors there or you can provide us with a snippet of the log when issue occurs.

Kind regards,
SOTI Support

T
Timur
3 years ago

Yes, this happens only when entering the admin mode, in the logs: Custom log (The device is switched to administrator mode), but in fact, on the device screen, the loading picture and the inscription "Switching to admin mode"

At the time of writing this comment, devices going into admin mode without problems, and I don't understand what was is it? And what should I do if it happens again.

In the SOTI Central I was found discussion about similar situation, but I am not found solution there. Link on discussion is below
https://discussions.soti.net/thread/admin-mode-1

K
KCMOD@SOTI
3 years ago

Hello Timur,

Thank you for your reply.

Please confirm, was there any changes done to your network before the issue got resolved?

If your instance is on-prem, you can change Log Settings in MobiControl Admin Utility to Verbose -> Try to reproduce the issue -> See what errors you'll get. You can share snippet here as well if you'd like.

If your instance is on-cloud, please feel free to create a case with support to have it investigated further once issue occurs again.

Kind regards,

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net

T
Timur
3 years ago

Thank you for your reply. 

No, we haven't made any changes to the network. The problem just disappeared. If this happens again, I will definitely use your advice with logs.

BG
Bastian, Goud
3 years ago

Hello Timur,

have you been able to solve the problem? i see the exact same behaviour .

device mc33x with android 10

soti version 15.5

soti agent 15.1.4.1058

T
Timur
3 years ago

No, problem solved itself. I don't know what it was.

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