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Zebra TC26 Remote Control black lock screen

R
Ronny
Blue Mobile Systems AB

This issue is similar to https://discussions.soti.net/discussions/zebra-tc21-devices-not-responsive-when-remotely-controlled but the provided solution did not work for me. I reference this link in my text below.

I encountered the same issue with my TC26:s recently (essentially the same device as TC21, but with WLAN). The remote screen is black, showing a digital clock and a lock. Sending notify kiosk off did disable the kiosk, but the remote control session did not show this - still black screen.

While I did have issues with plugins, the mentioned scripts did not help. At first I was unable to start remote control at all. Web version was only white, legacy version said "Waiting for device" or similar. I had the plugin "RC Virtual Display" and no matter what I did it stayed like this. I had to assign the mentioned plugin to a profile, UNASSIGN IT, and then it worked - now I got "Zebra RC" plugin and remote session started working. However, I now face the black screen issue.

To bypass the black screen I have to change the zoom level to Fit Screen,

then send the Device Menu action from the RC interface.

Now the screen is unlocked and I can view it as expected. Any ideas on how to fix this permanently? Other devices do not have this issue, only my TC26:s.

Agent 15.1.2.1075
RC Version 1.20.0.100
Latest system updates from Zebra
Supported APIs "Zebra RC, Work Managed Device, Android Zebra EMDK"
Enrolled as COBO, with Managed Google Play

Zebra RC TC26 zebra RC Virtual Display Remote Control
3 years ago
Android
ANSWERS
MB
Marcus Breitenthaler
3 years ago

Hi Ronny,

did the Device where you do not have this Issue are having the older AGent as 15.1.2 installed ?

I am facing Problems with the newest Agent on Android 10 devices on A11 Devices i have not really Problems with the Kisosk Mode i have issues on A10 or lower Device.

Soti has confiremd that they are getting many Tickets with differente Problems on the new Agent.

R
Ronny
3 years ago

Hi Marcus,

All my TC26's have this problem. None of my TC57's or TC56's do. They all have the same agent, 15.1.2.1075.

The TC26's are all Android 10, the others vary.

ST
Shawn T
3 years ago

On Android 10 and up devices I have seen this behavior. You may be able to remove this by going to the authentication configuration, device tab, and setting password policy type to Disable Lockscreen. 

If you still need a pin or do not want to use this method. You can press the page up button while in remote control to bypass it. 

R
Ronny
3 years ago

Thanks Shawn,

I'm sure disabling lockscreen may work for some, but my customer is adamant that the devices must be pin locked. This same customer find it very annoying having to do extra steps to show the screen, as do I. There must be something specific about TC26 as no other devices have this behaviour.

G
GKMOD@SOTI
3 years ago

Hi Ronny,

Please check if you can find "plugin version" in device detail.

 

If not please try to install plugin from below menu.

R
Ronny
3 years ago

Thank you for your answer,

There was no "Plugin Version", and Supported APIs said "Zebra RC, Work Managed Device, Android Zebra EMDK".

I chose "Install Device Plugin" and now there is version 1.6.0.102, and Supported APIs say "RC Virtual Display, Work Managed Device, Android Zebra EMDK, Android Plus 1.6".

Unfortunately this broke RC. Web version is all white, legacy version say Connected, Waiting for screen.

G
GKMOD@SOTI
3 years ago

Hi Ronny,

Are you able to soft reset (restart the device)? then if the device is able to RC?

G
GKMOD@SOTI
3 years ago

Hi Ronny,

If soft reset didn't work, is it possible, have factory reset just for 1 device, and enroll again.

If remote control works?

RD
Robert Deppe
2 years ago

Interesting topic here, as I do have some devices (MC9300 and TC8300) running Android 10 or 11 that have the same behavior. Also worth mentioning is that those devices do show a red display icon in the notification bar when RDP controlled. The "fit screen and send Device menu" does work on them as well. 
I have no idea where this comes from exactly. Also, there is no logic for me in why those devices show the red icon as well. All devices with this behavior do have enough brothers and sisters that are just the same and were never handled any different to my belief. 
Is there an explaination for this?

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