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LockDown "Install Failed" on the Zebra TC21 with Android 11

CL
Cedric LAULHE SKIDATA
Skidata

Hi there !

i'm currently deploying a new batch of 20 TC21 for a customer with Android 11.
On some of them, after having installed MobiControl agent + Plugin and registered them, i have a status of the Profile Deployment on "Partially installed" ("Installé Partiellement" in french).
If i'm looking in details, the Lockdown option in in status "Install Failed", no problem with the 'Authentication'.

On some of the TC21 in error, i was able to finally deployed the Profile correctly after one or two resets of the Handheld. 
But on 3 of them, no way to do it. 

I don't understand why i had this error on some TC21, and why on some others, everything went fine ?

Thanks for your help.
See screenshots attached :)

Best regards








Install Failed lockdown TC21
3 years ago
Android
ANSWERS
K
KCMOD@SOTI
3 years ago

Hello Cedric,

Thank you for posting on SOTI Central!

Please confirm, have you tried to Revoke the Profile on the device and then Install it again by clicking on 3-dots next to the Profile name in Configurations tab.

Is there any other lockdown profile already applied to the device?

Please let me know how it goes and if you have any questions.

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

MS
Mark Schweikle
3 years ago

I am having the same issue on MC9300 Android 11 MX 11.3.0.2 on MobiControl 15.4.3.1012

K
KCMOD@SOTI
3 years ago

Hello Mark,

Thank you for your post!

Please confirm, have you tried to Revoke the Profile on the device and then Install it again by clicking on 3-dots next to the Profile name in Configurations tab.

Is there any other lockdown profile already applied to the device?

Please let me know how it goes and if you have any questions.

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

RS
Rafael Schäfer
2 years ago

We have the same issue:

  • Model: Zebra TC21
  • OS Version:  Android 11 (11-20-18.00-RG-U00-STD-HEL-04)
  • Agent Version: 15.3.0.1006
  • Plugin-Version: 1.6.0.102
  • Mobicontrol Version: 15.5.1.1010

Anything new to this?

CL
Cedric LAULHE SKIDATA
3 years ago

hello,

unfortunately, this didn't work. 
We had again the same issue with TC26 + Android 11 with agent Zebra 15.3.0.1006. 

Regards

JW
Johan W
2 years ago

We are experiencing the same kind of errors using any device on Agent version 15.3. Actually the last version where we did not get this problem was on 15.2.0 So something was introduced in the version after 15.2.0 which also caused these problems.

Lockdown is failing but sometime it does actually installs anyways, but sometimes it does also mark itself as installed but is not and/or is out of sync meaning the MCLink does not match the template used

S
Stefán
2 years ago

Did you find a solution for this ?

I'm having the same problem with a few devices. 

NR
Nicola Rodella
2 years ago

Same problem here with MC3300x and MX 11.3.0.2. The lockdown apply partially and the problem from debug info seems to be a NullPointerException:

04-14 11:22:44.829  2530  5998 E MXCspProcessXml: processXmlRequest: Exception: java.lang.NullPointerException: Attempt to invoke interface method 'java.lang.String com.symbol.mxmf.IMxFrameworkService.processXmlRequest(java.lang.String, java.util.Map)' on a null object reference
04-14 11:22:44.829  2530  5998 E MXCspProcessXml: processXmlRequest: Exception: sError=<wap-provisioningdoc><characteristic-error type="AppMgr" desc="Exception:java.lang.NullPointerException"></characteristic-error></wap-provisioningdoc>
 
 
04-14 11:22:44.903  7327  7412 E soti    : execution-pipeline|E|DO|[net.soti.mobicontrol.pipeline.f] - pipeline unhandled exception|net.soti.mobicontrol.processor.n: ed.c: Failed to clear recent history
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.o0.doApply(SourceFile:56)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.processor.a$a.executeInternal(Unknown Source:2)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.pipeline.l.execute(SourceFile:1)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.admin.AdminTask.execute(SourceFile:11)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.pipeline.p.run(SourceFile:5)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.pipeline.e$e.run(SourceFile:3)
04-14 11:22:44.903  7327  7412 E soti    :      at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1167)
04-14 11:22:44.903  7327  7412 E soti    :      at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:641)
04-14 11:22:44.903  7327  7412 E soti    :      at java.lang.Thread.run(Thread.java:923)
04-14 11:22:44.903  7327  7412 E soti    : Caused by: ed.c: Failed to clear recent history
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.r6.a(SourceFile:55)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.d0.k(SourceFile:11)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.d0.b(Unknown Source:1)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.v3.d(SourceFile:10)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.o0.O(SourceFile:24)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.o0.e(SourceFile:41)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.y.e(SourceFile:1)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.o0.p(SourceFile:7)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.o0.r(SourceFile:100)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.o0.doApply(SourceFile:39)
04-14 11:22:44.903  7327  7412 E soti    :      ... 8 more
04-14 11:22:44.903  7327  7412 E soti    : Caused by: net.soti.mobicontrol.device.n5: Process xml failed with errors characteristic-error - [AppMgr,Exception:java.lang.NullPointerException],
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.xmlstage.i.m(SourceFile:36)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.r6.b(SourceFile:6)
04-14 11:22:44.903  7327  7412 E soti    :      at net.soti.mobicontrol.lockdown.r6.a(SourceFile:27)
04-14 11:22:44.903  7327  7412 E soti    :      ... 17 more
04-14 11:22:44.903  7327  7412 E soti    : |
 
 

Could be also cause this problem that Zebra Device Manager is not installed? How can i install it?

 
04-14 11:22:46.487  2530  5998 W System.err: com.symbol.mxmf.common.exception.DeviceNotSupportedException: Zebra device manager not present
04-14 11:22:46.487  2530  5998 W System.err:    at com.symbol.mxmf.ConnectToZDMService.getZDMService(ConnectToZDMService.java:39)
04-14 11:22:46.487  2530  5998 W System.err:    at com.symbol.mxmf.MXCspProcessXml.<init>(MXCspProcessXml.java:98)
04-14 11:22:46.488  2530  5998 W System.err:    at com.symbol.mxmf.MxFrameworkService$2.processXmlRequest(MxFrameworkService.java:942)
04-14 11:22:46.488  2530  5998 W System.err:    at com.symbol.mxmf.MxFrameworkService$2.processXML(MxFrameworkService.java:498)
04-14 11:22:46.488  2530  5998 W System.err:    at com.symbol.mxmf.IMxFrameworkService$Stub.onTransact(IMxFrameworkService.java:56)
04-14 11:22:46.488  2530  5998 W System.err:    at android.os.Binder.execTransactInternal(Binder.java:1159)
04-14 11:22:46.488  2530  5998 W System.err:    at android.os.Binder.execTransact(Binder.java:1123)
NR
Nicola Rodella
2 years ago

I fix it by installing the "com.zebra.devicemanager.apk" found on another handheld that works. 

Since version 11.3 this apk is not installed by default as mentioned here.

You can download it from here: com.zebra.devicemanager.apk

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