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Tablet Galaxy Tab Active 2 blocked - soti mobicontrol loading endlessly (loop)

C
CorsicaLinea
Corsica linea

Hello,

We currently use SOTI on our Android Tablets (Samsung Tab Active2 with Android 9).
The profile we use is very restrictive, it doesn't allow factory reset, it doesn't allow USB debugging, etc. I mean, almost everything is blocked.

We have a tablet which is currently blocked just after it starts :
it shows "Mobicontrol - wait - loading" ; with a permanent loop.

(the tablet worked a few days and got enrolled by soti).

In this state if I press return button I have a tool tip with 2 options:
* informations about the application (it does nothing)
* close the application (it doesn't work ; the loop continues).


I tried to rebot several times, removing battery, etc : same thing.
I started in safe mode, in order to unistall sotimobicontrol but it doesn't work: in safe mode, the screen is all black except "mode sécurisé" (safe mode i french) in white at bottom left. Nothing possible to.

I tried to do a "wipe data / factory reset"... but it's blocked by soti.
it shows "MDM does not allow factoryReset".

I also tried to put the firmware of the tablet (downloaded from sammobile.com) into a SD card, but I got errors:

/sdcard/update.zip
E:mmap (2487630050, R, PRIVATE, 4, 0) failed: Out of memory.
E:Map of '/sideload/package.zip' failed
E:failed to map file successfully generated dm-verity hash tree.
Installation aborted #1.

(I tried with T395XXS9CTF5_T395XEF9CTF5_XEF.zip ; T395XXU6CSL1_T395XEF6CSL1_XEF.zip and T395XXU8CTD3_T395XEF8CTD2_XEF.zip, firmwares downloaded from https://www.sammobile.com/samsung/galaxy-tab-active-2/firmware/SM-T395/XEF/ )


Finally, I tried to put the tablet in "odin mode" / "download mode" : it doesn't work with the tablet (and with all tablets running soti ; so we probably blocks it, because with a tablet without soti it works). I can't reach the green "warning message" for Odin mode, so I can't put the firmware through Odin.

I don't know what to do now... if you have idea, please help.

help blocked infinite-loop sotimobicontrol
Edited 5 years ago
Android
ANSWERS
C
CorsicaLinea
5 years ago

BUMP.

any help, please?

RC
Raymond Chan Diamond Contributor
5 years ago (edited 5 years ago)

Did the device function properly for a few days after enrollment?  If so, dwhat changes(s) had been made in those few days?  Firmware/device-agent patching? MDM policy changes?

Is there any bootup password configured?   

Have all connections (Wifi,  cellular, etc) blocked with feature control policies?

Also have you checked the server (DS/MS/DSE) logs for any warning/error message(s) related to the problematic device during the t?he endless failed reboot loop?

C
CorsicaLinea
5 years ago (edited 5 years ago)

Did the device function properly for a few days after enrollment?  If so, dwhat changes(s) had been made in those few days?  Firmware/device-agent patching? MDM policy changes?

=> Yes it worked correctly. No changes from myself, I just changed the lockdown page adding more icons, but it worked on others devices so I doubt it's related.

Is there any bootup password configured?   

=> no

Have all connections (Wifi,  cellular, etc) blocked with feature control policies?

=> wifi yes, cellular no. but I might have enable wifi from admin mode.

Also have you checked the server (DS/MS/DSE) logs for any warning/error message(s) related to the problematic device during the t?he endless failed reboot loop?

=> the device does no longer connect to the server, so I didn't see it any more in the log.

I returned the tablet to Samsung store and hope they have solution. I am waiting for their feedback.

thanks for you answer, though.

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