Well, any standard advise of updating to the latest versions is out the window as you have the latest versions of absolutely everything! I observed this on a TC52 this week with a lower BSP level (01-12 out of the box) but the problem went away after a device reboot so I dismissed it. Probably a dumb question, but have you tried rebooting the device?

Heh yeah got to stay up to date to stay competitive. Sadly it also means the chance of 'finding' issues is far higher.

In this case, yes, I've tried rebooting the devices but sadly to no avail. Thanks though.

I'm suspecting an actual bug, so I've created a case both with SOTI and Zebra to look into this.

Hello Theun,

        Thank you very much for your question. Please, let us know your Case # at SOTI in order to follow up and provide the solution sooner.

Best Regards.

I have seen this if you are changing the PIN code on the device. It seems like if the security changes there is not a problem with what is displayed, maybe a security feature. I have found that disconnecting the remote control session and reconnecting (not rebooting the device) will correct the issue.

Thank you for your suggestion Jim J. We don't use a screen lock or PIN feature, but we do have a lockdown in place. I checked that remote control wouldn't start functioning after plainly reconnecting remote control. Then I changed the admin password of the lockdown and tried the same, but nothing changed.

There might still be some truth here. If I don't install the Zebra MDM plugin, only 'remote view' is available. When you want to use this, a popup appears on the device asking the user to allow MobiControl to share its screen. There's even a small toggle available "Don't show this message again". If you accept, the screen is shown like normal on MobiControl.

Now in my case where I do install the MDM plugin, so that 'remote control' becomes available instead of only 'remote view', this popup never comes up on the device and remote control only shows a black screen. Maybe the popup message gets suppressed by our lockdown? I'll try and test this theory.

LJMOD. see "Zebra TC57 [ ref:_00D80cIWw._5000y1XbN1f:ref ]". We actually updated our MobiControl environment in hopes of fixing this.

After discussing this issue with a Zebra engineer, we found that the feature control setting "Disable screen capture" caused the remote control to malfunction. When toggled, the Zebra TC57 and TC77 device cannot share its screen any more.

I removed the setting from the profiles and all remote control functionality turned back to normal.

Thanks for posting this Theun, I had the exact same issue and enabling screen capture did the trick. 

Aloha All, I have TC 57 for testing and I tried to enroll this device all last week. Each day it seemed we got it then failed, soti Support helped setting up the agent but by the end of Friday the device got stuck on the splash screen. I had to do a factory reset and tried again with the latest process that we did and got the same results. I am on the lastest version of SOTI 14.2. We created an agent through Mobicontrol Android plus I think, but set up as enterprise. I entered the enterprise token ID afw#mobicontrol to enroll. The enrollment was successful but the device functionality was not up to par. The Bluetooth was not pairing, SOTI support sent a script to reinstall and that looked like it worked. The next problem unable to make a call from the contact list, but was able to call from the favorite list. SOTI support found that in the profile, Kiosk, Advance Kiosk Setting after checking off activity suppression I was able to call from the contact list. But the end result was the device would stop responding and if you restart the device it would get stuck on the splash screen. Any help would be awesome. Aloha and thank you in advance.

Hello Van c,

I'm not sure why you'd want to use the Android Plus agent, but I'll outline what works for us:

I'm enrolling TC57 devices with the Android Enterprise Agent in Device Owner mode. Install the agent using StageNow and its AppMgr, followed by the intent "net.soti.mobicontrol.admin.DeviceAdminAdapter". Once enrolled, let MobiControl install the MDM plugin package Zebra_Hawkeye_RC_AE_1.6.0.102.pcg and you're set to go.

My problem turned out to be that the feature DisableScreenCapture blocks MobiControl's remote control from showing the device screen. That's a different issue than what you've been experiencing, but I suspect enrolling using the method above will solve your issues as well.

I'm using a similar approach to Theun with my Helios Zebra devices (TC52, TC57, TC72, TC77, MC93, TC83, L10, etc) except I use the MDM Enrollment Wizard option underneath Xpert mode in StageNow. The end result is the same, downloading the SOTI agent and setting it as DO, but the Wizard at least has the Intent information pre-configured for SOTI so it is a little more straightforward to put together. 

Your post should have probably been a new topic as it isn't really related to the original post but in my discussions with Zebra I was told that the vast majority of instances of hanging on boot are due to whitelist/blacklist mistakes on the part of the user or the MDM.  Some boot critical component is mistakenly blacklisted or left out of the whitelist.  Are you doing anything in a profile that is using "Application Run Control" or "Feature Controls"?  If so, remove it and see if that makes any difference.  If not, then it gets tougher.  The MC agent uses MX behind the scenes to do its own blacklist/whitelist in order to establish its DO supremacy.  You might enable debug logging on the devices at the root (Group Details->Configurations->Connection Settings->"Enable Debug logging on the device") and then pull the device log after enrollment but before rebooting to see if you can identify any agent blacklist/whitelist activities.  Good luck.

That's a great point Scott. In fact the afw#mobicontrol enrollment method will disable a ton of system applications by default as a base functionality of that AE enrollment process. I don't have a comprehensive list of the Zebra specific System applications that get disabled but I do know important ones like DataWedge and License Manager are disabled and have to be re-enabled via the enable_system_app script. There are likely to be a number of other necessary system components and MX framework csps that get disabled by this process that aren't as obvious, but are needed by the Zebra devices. I would suggest switching enrollment methods from DPC identifier (ie. hashtag) to StageNow based DO enrollment as all system apps are left enabled using that method. 

Aloha Theun,

Mahalo nui loa (thank you very much) for your feedback, I really appreciate it and very helpful. As to why I chose Android plus, I didn't I called into support and they did everything for me. I do have a question with this enrolment process. Will I have the ability to ues Kiosk/Lockdown mode? And my apologies I am a self taught "tech" in other words I have very little knowledge but some experience. Our old devices ran Win CE and it was simple to set up. We are finally moving to Android devices and this is all new to me. Mahalo again for your help. Aloha and have a great day.

Aloha Scott,

Sorry you are right this should have been another topic, I just was desperate as I worked all week with SOTI support and i'm running out of time to test this device. Yes the process SOTI support took to enroll this device uninstalled a lot of critical apps, but was confused that support didn't catch that. I felt I had to reach out. Aloha and have a great day.