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Hello, I have MC version 13.2 implemented and trying to remote to an LG device using 13.6 agent is not working. Is this a know issue ? is there a work around for this.
Hello Simon,
Thank you for requesting an answer from Soti Support Staff
Can you try to use an agent that is closer to the version you have installed? Perhaps a 13.2 or 13.3 agent at most?
The agent you are using seems to be much more recent than the version of MobiControl that you are using. This most likely is the problem.
You can even edit your existing rule to download the agent from your installation, which should contain the most compatible agent for your version.
Below is an alternative site, our OEM page where you can download agents from as well.
https://docs.soti.net/mobicontrolagentdownloads
Hope this helps,
Can you give me a little bit of information on your device, OS version, etc?
Also some information on the "crash" please?
Are you trying to start conventional (non html5) remote control or html5-based remote control session?
Have you ever successfully started any remote control session with any device on this server in the past? Does the current problem occur only for this LG device model or for all devices on your server?
If you tried starting conventional remote control session, what exactly did you see on your web-console screen? Prompt for installing plugin or downloading of skin or RC session with no device screen content or something else?
What is/are the build number(s) of v13.3 or v13.5 LG device agent that you have tried?
MObi Control Version is 13.2.0.3247
Device is LG QStylo + Running ANdroid 8.1.0
Tried all agents up to 13.6 for this device.
Remote is not enabled, we cannot even choose it.
Remote works for all our other Samsung devices.
Could you please check the configuration tab on your enrolled device agent that there is no "RC+" item reported as the active API?
If this is the case, you might try re-enrolling the device or sending the following scripts
_resetfailedrcdetectionflag
restartagent
If you try multiple times and there is still no improvement, you have to try enrolling your device to a v13.4 server to confirm if the problem is specific to your v13.2 server. If so, your only option is probably to upgrade your MobiControl server.