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Entering admin mode and remote control issue

Solved
WM
Wiktor Mlynski
Giant Europe Manufacturing B.V.

Dear Support,

We're using 2 models of devices in our operations, Zebra ET51 10" Android 11, and Samsung Galaxy Tab A8 10" Android 13. Both devices are enrolled to same group, with the same profile assigned and fully installed. I'm having problems with those. With ET51, I'm able to remote control but I cannot get to admin mode using button in SOTI, I got this error:

  • ERROR
  • Error sending the Enter Admin Mode action to 1 device(s).

With Tab A8, it's opposite, I can enter admin mode using button, but with remote control screen is white. Therefore, device is responding when I'm using navigation buttons on a right side (back, home, volume).

Any idea why is it happening? How to fix it?
If there are any more data necessary, I'm willing to provide it.

Thanks in advance.

Wiktor Mlynski

Admin mode android samsung zebra remote
a year ago
Android
ANSWERS
WM
Wiktor Mlynski
a year ago

Dears,

I have finally solved my issues. In short:

For ET51 I decided to stop using Enterprise Home Screen, and to use Lockdown in SOTI profile instead. Worked like a charm. 

For Samsung devices and remote control issue I followed this topic:

https://discussions.soti.net/articles/unable-to-remote-control-on-android-enterprise-agent-15-2-0-using-accessibility-service

** EDIT **

Or this link:

https://discussions.soti.net/articles/000001490

** END OF EDIT **

Installation of plugin and enabling Accessibility for SOTI MobiControl make it working like it should. Of course, there are some downsides mentioned at the end of article for the link, but main premise is achieved.

Thank you all for contribution and your time.

Best regards,

Wiktor Mlynski

Solution
RC
Raymond Chan Diamond Contributor
a year ago

The two devices are of different brands and Android firmware versions, and thus the two cases should be considered separately even when they are in the same device group or are assigned the same set of profile policies.

For the Zebra ET51,  which "button in SOTI" are you taking about?  What are the version and build numbers of the device agent?  What are the active MDM API's reported?  Have you tried successfully forcing the device to administrator mode REMOTELY using corresponding device-action in the web-console?   Are all the assigned profiles reported to have been successfully deployed onto the device?

For the Samsung Tab A8, what are the active MDM API's reported?  Have you SUCCESSFULLY deployed to the device any profile with "Alllow Screen Capture" option of feature-control profile payload selected/enabled?

WM
Wiktor Mlynski
a year ago

Raymond,

For ET51:
- In Mobicontrol, if you'll right click on your device, you can choose "Enter Admin Mode" from drop down menu. This option is very handy when I'm remotely controlling and I do not want user to see our pincode from Lockdown.
- Device Agent Version: 2024.0.2.1131
- Supported API's: RC Virtual Display, Work Managed Device, Android Zebra EMDK, Android Plus 1.6
- I was sending "_Adminmode on" legacy script to Zebra, script is sent successfully but no reaction on device.
It works on Samsungs tho.
- Yes, all profiles and it's packages are fully installed

For Samsung:
- Supported API's: SamsungMdmV57, Samsung RC v1, Samsung KNOX v3.3, Work Managed Device
- Profiles and it's packages are fully installed, "Allow Screen Capture" is enabled.


RS
Rafael Schäfer
a year ago

Hi Wiktor,

regarding the Admin mode buttons: Which version of the console do you use? We have seen this issue for a very long time but was fixed on one of the more actual versions (since we run 15.6.5 it's working again).

WM
Wiktor Mlynski
a year ago

Hi Rafael,

My Mobicontrol version is 15.5.1.1010. I shot a ticket to Soti Assist with request to upgrade to the newest version on September, but no answer till today.

WM
Wiktor Mlynski
a year ago

Hi Rafael,

During the weekend, together with SOTI we have performed an upgrade of our server to the newest version.
Indeed, buttons work again, I do not receive any more errors. However, buttons works as desired only on devices with lockdown setup. Devices with Enterprise Home Screen are also receiving request from MobiControl, but there is no reaction on the device itself. There is a script, which will turn such a device, to admin mode, but with previleged settings enabled?

Thank you for your time.

RC
Raymond Chan Diamond Contributor
a year ago

Hi Wiltor,

As you, from the web-console, did either sending legacy script command  or  initiating "Enter Admin Mode"  device action that I asked about, and got positive result for Samsung but negative for the Zebra  ET51 10,  I believe it has to do with this Zebra device's firmware or lack of relevant Zebra AE plug-in .  If you have other Zebra device model(s) to do more tests,  I would not be surprised if you tell us that there is no similar problem in the such models.

For your Samsung Galaxy Tab A8 10, the active MDM API's  and your related feature-control profile option are both OK.   Have you done any tests on other model(s)/firmware version(s) of Samsung devices on the same server?  If there is no problem with them, then your current white-screen RC issue on the Tab A8 10 can also likely be related to its firmware.   Out of over 100 Samsung device models I dealt with In the last ten years or so, I encountered 2 device models with similar issue as yours.   After some firmware fixes released from Samsung, the problems were eventually resolved.  I recommend you to open an official support case as support@soti.net.  After Soti support has done relevant tests and confirm that the problem is not from the device agent or server,  there should be communication with Samsung support team to follow up.

ZC
Zafer Cigdem
a year ago

Hi Wiktor,

Can you try to send out below legacy script to your device (ET51) and check out whether you can see a password prompt to enable admin mode:

sendintent -a "intent:#Intent;action=net.soti.mobicontrol.admin.PASSWORD_DIALOG;i.dialog_type=1;end"

 

Thank you

Zafer

WM
Wiktor Mlynski
a year ago

Dear Zafer,

Thank you for your reply.
I forgot to mention, ET51's are setup with Enterprise Home Screen.

Yes, when I'm sending this legacy script to ET51 device, prompt for password is poping up. However, after filling up the password, it does nothing. I can see changes in MobiControl, that device is in Administrator mode, but it doesn't look like on a screen (only enabled apps in enterprisehomescreen.xml file are visible). I still need to enter admin mode, and later enable privileged settings, manually.

C
CKMOD@SOTI
a year ago

Hi Wiktor,
 
Thanks for posting on SOTI Pulse.Thanks, Rafael, Raymond, and Zafer

for responding to the post, your expertise and willingness to help are greatly appreciated!
 
As you have tested the suggested solutions and if the issue is not resolved yet.

I would suggest you please connect with Soti support regarding your issues.

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