HI,

We widely use Samsung phones in our company, ranging from A50 to A52. They are all enterprise enrolled. The issue is when a phone is not actively used or sits unused for a few days, it loses the connection with Mobicontrol, so the phone appears offline in Mobicontrol and any commands issued from the console are not getting to the phone. We have had cases when users left the company or were terminated, the phones were not brought to I.T in time, so they lost the connection with MC. The phones are locked to the user PINs or Patterns. We can't use Mobicontrol to disable passcode lock.

We have ended up with several good phones now bricked because we can't unlock them. Not sure why the MC agent does not remain online. The phones have wifi connection or data connection. We cannot even reboot the phones to recovery mode. They will not even get wiped after 10 attempts of wrong PINs. Without connection back to mobicontrol, the phone is completely useless.

If anyone can shed some light, it's greatly appreciated. Are there any settings in mobicontrol we can set to keep the agent online all the time or some way (back door or something) to unlock the phones when they are not communicating with MC?

Thank you much!