Hello Chso,

Please provide the following information so that we can better assist you:

1. Is the device enrolled as an android + or android enterprise? What is the MobiControl agent version?

2. Are there any pending firmware updates on the device?

3. Have you tested both the Web-based RC and the Legacy RC?

Thank you.

Last month, I  tested four Samsung devices of their A series (including A20 but not A20e), and remote control were OK in all.

If you have enabled the "disable screen capture" option in any feature-control profile payload,  try again with the option unchecked.

Hello,
I did this morning some tests with the last version of the SOTI agent, that solves the problem of remote control in web mode.
Thank you for your messages.

Hello, 

I am having this same issue.  My devices are enrolled in Android + and have Agent Version 14.1.5 Build 1059

They are also running Samsung MDM 5.7, Samsung KNOX 3.3, Work Managed Device, RC1 (1.16.10.121)

There are no pending updates - I checked this, ran any that were needed and this did not make a difference.  

I have only ever used the web-based RC and do not know how to get to the legacy RC.

I have also checked my packages and none have screen capture disabled as our staff need to be able to do screen captures.

Any help with this would be very much appreciated.