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Device enrolled -> Unable to find it in the cloud

T
TORFS
Torfs nv

Hi

I was able to enroll a device with a certain Enrollment ID so it would go to a specific location.

Yet, i'm not able to see the device within our soti cloud Saas.

The device itself receives the packages/profiles that has been activated on the specific location.

The only thing I can see on the device 'Event Logs' are error messages about "Failed to acquire location (timeout)."

Device type: Samsung-SM-T585

Agent version: 15.1.5 build 1049

Android version 8.1.0 (unable to find more upgrades)

Best regards

Brian

3 years ago
SOTI MobiControl
ANSWERS
I
ICMOD@SOTI
3 years ago

Hello Torfs,

Thanks for contacting SOTI Support!

It seems your MobiControl Advanced Search is not working properly causing the device not to be visible in the console. Kindly check Mobicontrol search sync integrity by going under the Global settings on your web console and if its below 100 % then you can try to sync the search by clicking on sync now and use refresh to make it to 100%  as shown below.

If due to any reason , Manual search sync  failed or aborted and not  syncing to 100%. Since your server is hosted with us I recommend you to please raise a support case (click here) or call SOTI Support team (click here) to assist you better?

Kind Regards,

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

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