Ensure you don't have accidently a filter active in the console and try to search for the device by IMEI (or SNR if they don't have an IMEI). Don't forget to click the (relevant) root folder first.
(You don't know how often i have seen exactly this as the issue in such a case, so it's nothing to tease.)

If you still don't find them, you may need to look them up in the database directly by IMEI or SNR.

Maybe you need to investigate into that together with the Support.

As you said the two devices already have policies and app deployed with agent status reported as connected in the device agent,  I believe your problem is just related to display of outdated information on your web console due to  unsynchronized cache data in MobiControl Search module.  Similar problem happens from time to time for some particular MobiControl versions.  What are the version and build numbers of your MobiControl server? Is it an on-premises or cloud instance?

Have you manually forced re-sync of MobiControl Sync module from the Servers/Global-Settings tab of your MobiControl web-console?  This is usually the simplest way to solve the problem without involving Soti support team even for cloud instance.  For on-premises instance,  if the above re-sync trial fails to fix the problem, either the search working directory can be manually cleaned up and/or the MS-Windows server hosting MobiControl can be forced rebooted to easily initiate a Search module cache rebuilding.  

Hi Matt,

Thank you for contacting SOTI Pulse, I hope this finds you well.

As Raymond said, you can re-sync your instance from within your global settings. Performing this process can resolve common issues on the SOTI MobiControl Web Console such as when devices fail to appear Or deleted devices remain even after deletion.

If you are on-premise - you can also rebuild it by following our guides (https://discussions.soti.net/articles/rebuilding-search-indexes-in-mobicontrol) but we recommend getting our trained agents to assist you with this so that there are no complications. 

Also, if the search indexes are rebuilt successfully, search index integrity should become 100% given some processing time (will not show 100% immediately when you click the Sync Now button on the SOTI MobiControl Web Console). See https://soti.net/mc/help/v15.6/en/console/start/search_sync_interval.html for more information.

As Rafael said, you can contact SOTI Support by either creating a new support case (click here) or calling the SOTI Support team (click here) so that our team can look into this further for you if you require more in-depth assistance on this. 

If you have any other queries, please let us know and we will be happy to assist you, I look forward to hearing from you. If this comment assisted you with this, please mark this as "solution". 

Have a great day. 

Regards, 
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