Hello Daniel,

Thank you for your post, please provide agent version and device enrollment type.

Also, one which are working perfectly fine can you check their agent version?

Regards,

Hello,

both of them are in Full Managed Device mode with the 14.2.2.1079 agent version and lockdown profile installed

Thanks

Have you checked if something like "RC" or "RC+" appears in the list of active MDM API for the problematic Samsung devices?  If not, use 

_resetfailedrcdetectionflag
restartagent

again until the expected API is there.

Hello Daniel,

Thank you for your response, can you please share device information screenshot?

Regards,

Hello, 

   We are experiencing the same issue with our mobicontrol instance and the Samsung Tab Active pro on Android 10.  Our server is a cloud instance running 15.1.2.  Our devices are Android Enterprise Device Owner mode.  Supported APIs:  SamsungMdmV57, Samsung RC v1, Samsung KNOX v3.3, Work Managed Device.  Agent Version:  14.3.0.1000.  I have tried the script here that resets the remote control options. It appears that once a device is upgraded to Android 10 the device no longer has permission to do screen capture.  I have checked the feature control and "Allow Screen Capture" is turned on.  I tried with both off and on and neither makes a difference.  I have been looking in the Android settings and permissions for Mobicontrol and privacy settings and so far I am not seeing an option to enable screen capture.  So I am following this post to see if there is a solution.

We are experiencing the same issue with Samsung SM-T720 tablets on Cloud version 15.1.2.1035. I have had an ticket open with support for several weeks now & have tried everything posted here. Also following this discussion hoping for a solution

I have been able to wipe and reload a device to fix it but I think it may have something to do with a feature control profile.  What happens if you revoke your feature control profile to the device?  For us it is happening on the Tab Active Pro SM-T540 and SM-T547.

Mark, Can you check if an affected device has customized font size/zooming enabled?

Regards,

Hi

No customised zoom or font - devices are locked down so this is not a user controlled setting. All the affected devices were previous able to be remote controlled with no issues. 

Hello all,

We have had a similar issue with the following, with Samsung Galaxy Tab Active2 tablets.

During both legacy and web remote-control in SOTI, the screen shows as all black:

Android Plus enrolment
Samsung Galaxy Tab Active2 (SM-T395)
OS: Android 9
SOTI MobiControl agent version 13.7.3.1045
Supported APIs: SamsungMdmV57, Samsung RC v1, 839

Feature Control was applied to the profile with "Allow Screen Capture" enabled.
The screen still showed as all black.

Removing the 'Feature Control' entirely from the SOTI profile resolved this issue and allowed for remote control / remote access.
This is not an ideal solution, but I hope this helps.

We had a similar problem.
Now we install after the Hawkeye PCG another package which fixes a bug in the Hawkeye package. The package contains only a Pre-Install Script with the following line:
"del /enterprise/usr/*MobiControlTemp.apk".

Hopefully this solves your problem.

Samsung Tab Active2 tablets here - having similar issues. SOTI server 14.4.9.1034 and 15.0.2.1049, Android agent versions 14.1.6.1018 and 14.3.2.1050, respectively.

Same as Andrew Khassapov we work around it by removing feature control or seemingly otherwise force some kind of reload of the lockdown (part) profile.

Alternatively, a "notify kiosk off" and "notify kiosk on" did/does the trick too, it seems.

Samsung Tab Active2 tablets here - having similar issues. SOTI server 14.4.9.1034 and 15.0.2.1049, Android agent versions 14.1.6.1018 and 14.3.2.1050, respectively.

Same as Andrew Khassapov we work around it by removing feature control or seemingly otherwise force some kind of reload of the lockdown (part) profile.

Alternatively, a "notify kiosk off" and "notify kiosk on" did/does the trick too, it seems.

Update:

We were still having issues with this on agent 14.3.3.1038.

After further investigation it looks more like a memory leak/app issue from a non-SOTI app disrupting the ability to see/remote control after very long runtime/uptime (after the tablet had been on for a week, or so).

A complete OS/tablet reboot has - so far - resolved this every time (agent restart not sufficient, nor any of the other fixes we previously had some success with). Hence we're looking into mitigating this with planned/scheduled reboots.

In our case it seems a specific app was causing this after a very long uptime. We are fairly confident in this because tablets in the same environment/setup without that app seems to have had no issues of the same sort.