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Device Completely in Lockdown and not manageable from within SOTI

SD
Steven De Bruyne
Febelco cvba

I have a problem where I think that hasn't got a solution.

I have a Samsung A53 mobile device with a lockdown profile enabled.

This device was for pure testing but I've managed to Lockdown this device completley.  Device is not manageable anymore from within SOTI

* Device is in airplane mode.  I've added a Sim card, but airplane mode is active.....

* Authentication Password has been forgotten.

* Option to Factory reset the device is disabled after a hard reset. 

Is there some kind of master Administrator password?

I think I can only use the device as a doorstop now.

Any ideas would be great.

2 years ago
Android
ANSWERS
RS
Rafael Schäfer
2 years ago

If it has warranty, just send it to repair with your invoice.
Otherwise you could also use it as a flashlight. ;)

SH
Steve Holmes
2 years ago

restart the device in safe mode

SD
Steven De Bruyne
2 years ago

Thanks for the Idea.  In Safe Mode, Mobi Control will not start, but I can't choose to switch off the application (it's greyed out).  Airplane mode is also still active after starting in Safe Mode.

RC
Raymond Chan Diamond Contributor
2 years ago

Regarding "device administrator password", it can be set within an "Authentication" profile payload.   Then, if MobiControl device agent app is accessible via the device screen, it is possible to input the password and go into administrator mode, in which most security policies deployed  are temporarily disabled and various device settings configurable.

As you mentioned that the authentication password (i.e. the merged boot-up as well as lock-screen password for recent Android devices) is forgotten, you should have problem getting the device booted up and you cannot even reach the point to see the lockdown menu interface.  Is that correct?   Introduction of this merged password made decision about deploying the "Disable Factory Reset" feature control option more difficult and demanding.  Whether or not there is any provisioning/device-theft-deterrence mechanism such as Enterprise-Factory-Reset-Protection, Zero-Touch-Enrollment, etc. has to be taken into account.   Intentional or unintentional blocking all communication connections with MDM policies should also be carefully planned/designed to prevent/handle scenario like your current one.

In your case, if you still have the official receipt or other way to show your company's ownership of the device, you can take your Samsung device to official Samsung Customer Service Centre.   Once they have successfully verified the device ownership, they can wipe the device for you.  I checked and confirmed with Samsung on related globally applicable procedure for our governmental customers a few years ago.  

G
GPMOD@SOTI
2 years ago

Hi Steven, 

Thanks for posting on SOTI Pulse and thanks Rafael and Raymond for responding to the post. 

If the device is in lockdown and not connected to the internet anymore, and if you forget the password to admin mode. There is no way to recover the device. 

Moreover, there may be an option to send a script to the device if the device is connected to the internet, as the device is disconnected from MobiControl, most probably that method won't even work. You can go to the manufacturer with proof of purchase and they may be able to help you. 


Thank you. 

Kind regards,

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |

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