Hi,

the workaround is to disable „Airplane Mode“ in the FC settings and deliver it as a payload via your profile.

Not an answer to your actual question, but just some info.

Instead of giving out the admin password, you could use the device action "Enter Admin mode".

And "Enter user mode" when you want to return them back to the lockdown

Maybe you should investigate this with the user(s) and/or Samsung.
Ask them what they have done (which app was used etc.) when it happens.

A device should never switch to airplane mode itself and as Remy already said, turn off the ability for airplane mode via feature control profile. I recommend to check the Knox service plugin from Samsung if you can disable this there as well.

I'm pretty sure if you disallow this, it shouldn't happen again (if it's not happening because of an oem or hardware issue).

Is there a possibility that the end-user lied to you about their devices getting into airplane mode to lure you to give them the administrator mode password?

Did you immediately change the administrator password for all other devices minutes right after telling the guy reporting problematic device in airplane mode?  If not, the guy may leak the password to more end-users and their devices can be modified without control at any time.

It was misfortunate that someone in this forum have erroneously advocated in their posts to handle many lockdown device problems by switching device into device administer mode.  Many MobiControl administrators are even misled into thinking that the administrator mode password is designed solely for turning off lockdown menu. 

If a device is not out of control from the server as in your case, there is simpler script just to turn off the kiosk but leave all other deployed MDM policies (e.g. feature control, application-run-control, firmware upgrade, ..., etc.) intact.  Some unrestricted options in Settings may then be configured by the device end-user.  If there is a real need to enter Administrator mode to configure restricted options in Settings, there is also script to remotely switch the device mode without needing to tell the end-user the password to type in.

To use either of the above-mentioned script command approach as action in lockdown mode to solve your airplane-mode issue in the future, the lockdown template should be hardened with more advanced html/CSS/javascript  (e.g. with some kind of password/authentication mechanism) to control their access.  As I am not sure if you have that kind of template or the expertise to build one properly yourself, I would not reveal too much details in this open forum for now.   

I am also testing another approach that requires no programming skills, and may be able to talk a bit about it after confirming that the results are sufficiently positive.

We had a set up to turn on/off Airplane Mode on the lockdown down. You'll need the ability to modify device settings using the device model API to turn off Airplane Mode via intent. We have also a bit of JQuery/Javascript code that hides/display the pane to remove the possibilty of them turning off/on Airplane Mode by accident. Here's a snippet:

We have the same error with android 11 on a Zebra TC52.

Some scanners will go into airplane mode.

The scanners are in lockdown screen and the operators don't know the password.

Hi Todd G,

Thanks for posting on SOTI Pulse, Thanks Rafael, Raymond, Novice for responding to the post, your expertise and willingness to help are greatly appreciated!

Have you had an opportunity to test the suggested solutions by Raymond, Novice and Rafael, and has it successfully addressed your query?

If not, or If you have any additional questions or concerns, please don't hesitate to reach out. We're dedicated to providing assistance and support.

Hello Todd G

Thank you for posting in SOTI Central!

Could you please confirm if you had an opportunity to test the suggested solutions by Raymond, Novice, and Rafael and if it has successfully addressed your query?

If the above solution helps you to resolve your issue, then please mark this post as the solution. Also, feel free to reach out if you need clarification or have any follow-up questions.

Kind Regards