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Package XXX version X failed to install. Incompatible platform / processor / OS

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DP
Daniel Palmeira
Novozymes A/S

I have one TC77, rencently updated to Android 11 which is failing to install the packages, all returning the error Package "XXX" version X failed to install. Incompatible platform / processor / OS.

I've same profiles installed in multiple others TC77 with A11 on it. Comparing the devices, the only difference I see is the Agent Version, this faulty device has version 14.1.4.1010 still.

I've tried multiple ways updating the agent on the device, but it just won't due it. The same with the plugin, it is not installing anything to the device. I even had someone, at the site, manually run the agent APK. The installation when thru, but once the device rebooted, it was still with version 14.

I'm having the device shipped to office to try a factory reset and see if things work from there. But until I have it in hands, anyone has a suggestion of what else I could look into?

We have MobiControl on-premise, v14.4.4.1045 (hopefully next year we move to latest version).

a year ago
Android
ANSWERS
MD
Matt Dermody Diamond Contributor
a year ago

Ultimately I would recommend a MC upgrade as I can't say that 14.x will support Android 11 that well. You may very well be experiencing issues caused by having an old version of MC that it realistically doesn't make much sense for us to troubleshoot much further. 

You may be able to get the Agent to upgrade through a File Sync rule with a post-sync install APK script if Package based installs are not working but there is also no telling if a brand new 2024.x agent version is going to have any compatibility issues with your older version of 14.x MC. 

DP
Daniel Palmeira
a year ago

Hi Matt,

We have some devices running in A11 and one in A13, and we have some devices with 2024.x agent. Things works but I agree is not the best to be running MC 14.x still.

My issue right now is that I just can't upgrade this device agent, and was thinking on suggestions on that.
I tried first package, then FileSync and script, then manually running APK file on the device, none which worked.

I assume the combination of A11 with agent 14.x kind bricked the device - the agent can't overcome the A11 security restrictions, not allowing to pass the changes. My hope is that with a factory reset I'm able to clear out this issue an push the agent upgrade.

S
SGMOD@SOTI
a year ago

Hi Daniel,

Yes, you can factory reset the device and let us know the findings also use the package studio to create the package with the relevant MX version.

There was a known issue of scoped storage with Android 11. if you are trying for the file sync method.

S
SGMOD@SOTI
a year ago

Did performing a factory reset and reenrolling the device with the latest agent and plugin resolve the issue?

DP
Daniel Palmeira
a year ago

Yes, factory reset allowed to install latest agent from start and have the profiles installed.

Solution
S
SMMOD@SOTI
a year ago

Hi Daniel,

I hope that the suggestions provided have helped you in answering your query as I can see that you have already marked an suggestion as the solution to your query.

Thank you Matt and Saksh for your valuable suggestions.

Thank you for choosing SOTI.

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