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Android terminals do not appear in the soti management console

D
DavidD
tipiak

Hello,


Our android terminals do not appear in the soti management console, but they are present in the enrollment server logs.

The soti agent indeed displays a green rolled-up status, with the correct domain information. In the Mobicontrol server reports, it is clearly displayed that a new terminal is enrolled,
but this one does not appear in the management console. Also the configuration does not apply to the terminal which is however noted as being enrolled.


We have already managed to enroll terminals in the past but it no longer works.

We tried with an android 12 version (samsung galaxy s22) and a Zebra mc93 terminal with android 10 without success

Our instance of MobiControl, is on-premises.

SOTI mobicontrol : Version: 15.1.2.1035











Can you help us?
Thanks ! 







            


            

                    
                        SOTI MobiControl
                    
                    
                        enrollment
                    
            


            

                    
3 years ago


                
SOTI MobiControl

                

                    

                    

                    

                    
                

            

            

            


            





            
ANSWERS


            

                

    

    

        

            

                    RC
            

            

                
                    Raymond Chan 

    Diamond Contributor


                
                

                    3 years ago
                


            

        

        

            
Are you enrolling your devices as classical Android+ (with OEM specific device agent) or as Android-Enterprise devices? 



What are the version and build numbers of the device agent(s) you are using?



Is there any other previously enrolled devices still under full control with your server?



If you can't find the device icon in the web-console, but the seemingly enrolled devices have device agent showing a green enrolled/connected status, then maybe your device icons have been added to some device group (due to some old server/policy settings) you might have forgotten.  Try to check the overall device license count, and also choose the "View All Devices" option in the Devices-View to see if you can find them.



An enrolled device may not have profile probably deployed due to incompatible device agent or device firmware, or bugs in the server itself.  You need to do more tests and collect logs and other information on the web-console and/or device screen to narrow down the search and locate the real problem(s).



        

        

                

                    

                    

                    

                

        

    



    

        




    

        

            

                

                        
                            D
                        
                

                

                    
                        DavidD 

    


                    
                    

                        3 years ago
                    

                

            


            

                
Are you enrolling your devices as classical Android+ (with OEM specific device agent) or as Android-Enterprise devices? 
>I'm not sure I fully understand the question.
In the server settings of the console, in the field "Android plus management" there is the value "Android Enterprise only"
 


What are the version and build numbers of the device agent(s) you are using?
>Mobicontrol agent version : 15.2.4 Build 1034
According to the information obtained, we used Stagenow before for enrollment but it is no longer available.



Is there any other previously enrolled devices still under full control with your server?
>Yes 56 devices are supervised
 


If you can't find the device icon in the web-console, but the seemingly enrolled devices have device agent showing a green enrolled/connected status, then maybe your device icons have been added to some device group (due to some old server/policy settings) you might have forgotten.  
Try to check the overall device license count, and also choose the "View All Devices" option in the Devices-View to see if you can find them.


>When I take the number of licenses, it is indicated that there are only 8 licenses left out of 75.
I am looking for all the terminals, I see 56 terminals currently supervised.


An enrolled device may not have profile probably deployed due to incompatible device agent or device firmware, or bugs in the server itself.  
You need to do more tests and collect logs and other information on the web-console and/or device screen to narrow down the search and locate the real problem(s).


>I checked the management and deployment server logs. After verification, no error is present on the management server or on the server. In the deployment server logs I see that a new device has been added, but it is not present in the management server logs.

Thank you for your support

            


                

                    

                    

                    

                

        

    


        

    

    

    

    

        

            

                    MD
            

            

                
                    Matt Dermody 

    Diamond Contributor


                
                

                    3 years ago
                


            

        

        

            
Check your search sync integrity. It is likely below 100% if devices are missing from your inventory view.

        

        

                

                    

                    

                    

                

        

    



    

        

        

    

    

    

    

        

            

                    RC
            

            

                
                    Raymond Chan 

    Diamond Contributor


                
                

                    3 years ago
                


            

        

        

            
If you can only see 56 out of the 67 devices in the web-console, initiating a MobiControl Search module sync operation and/or rebooting the host MS-Windows server may help.



If the problem for the 11 seemingly hidden devices persists, and you can normally manage (e.g. deploy/revoke profile or lock device action, etc.)  the other 56 devices, then you might need to open as official  support case with Soti at support@soti.net.    Upon their confirmation of the cause, your server might need to be upgraded.  I've checked official MobiControl release notes and found entry related to abnormal device-icon issues (similar but not exactly the same as your problem from the very brief description).   Anyway, your v15.1.2 is a bit out-dated.  However,  there are different upgrade costs/risks associated with different implementations and you have to decide for yourself whether to upgrade if Soti support team recommends it.



        

        

                

                    

                    

                    

                

        

    



    

        

        

    

    

    

    

        

            

                    K
            

            

                
                    KCMOD@SOTI 

    
    


                
                

                    3 years ago
                


            

        

        

            
Hello David,


Thank you for posting on SOTI Central!



According to the details provided by you on the issue, it does look to be an issue with search.


Please perform the following steps to sync search indexes:


On the Web Console -> Menu -> Global Settings -> Search sync index -> Sync now -> Ensure the status is complete and at 100%.


In addition, please check your MC Admin Utility and ensure search servise is green. You can also try restarting Search service from services.


Another option to troubleshoot issue with search is to rebuild search indexes, however, the rebuit has to be performed correctly and it is better to seek SOTI's support agent assistance/guidance while doing so from your end.




If, after trying the above, the issue persists, please reach out to our support team and one of our agents will be happy to assist you accordingly.

Please let me know if you have any questions.



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

        

        

                

                    

                    

                    

                

        

    



    

        

        

    

    


            

        


        

            
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