I have a similar issue with Android11 device at the moment, swipe up does not give the Admin option. I have a Support ticket waiting.

Have you included Mobicontrol device agent as one of your kiosk mode items? Or is there any link/button in the status bar that allows you to go to the device-agent page showing the device name & enrolled status?

Also, have you checked policies deployed to your problematic devices to see if there is any profile with authentication payload that has the device administrator password configured?  Without that, the only way to get the device out of kiosk mode is by using web-console. initiated action command via whatever available remote connection . 

 If one or more OUTDATED Wifi SSID/password policies have already been deployed onto the devices before the Wifi issues, then you might set up a temporary Wifi access point with such SSID/credential configurations to revive the remote connection, so that a MobiControl action command/script can be sent to turn off the kiosk.

You mean something like this (if it's the Mobicontrrol Single-App mode, not the Zebra kiosk mode):

https://www.youtube.com/watch?v=syn4R3jRQpk

Question.  Are you using surf in full screen kiosk mode plus single app mode in the lockscreen?  if so try holding down the back button.  that should bring up the admin login window.  I also know there was a trick to the surf in kiosk mode/single app mode where you had to do a certain gesture to get out of kiosk mode.  I do not remember what that gesture was.  half the time it did not work for me.

Hi Brando,

In response to your direct message to me a few hours ago, the following are some clarifications of possible solutions hinted in my previous posts:

From your video, I assumed you have tried all possible hardware/soft key events (single/multiple press, press-and hold etc.).  If test results BEFORE production/deployment had been positive, but failed recently on your current devices with WiFi issues, then you have to check if there has been any device firmware or mobicontrol device agent upgrade.  If so, you have to contact Zebra or Soti  to verify if the upgrade software version involved any change to key event mapping/masking/etc. that might cause your current negative result.

Once confirmed, unless you are informed of any special key sequences/configuration procedure (e,g, safe mode, USB/ADB, etc.) as fix on your current  problematic offline devices you want to avoid factory-resetting,  I believe the best you can do is to  set up a temporary Wifi access point to revive the remote connection based on known Wifi SSID/password policy previously deployed, and send remote action/script to turn off kiosk/enter admin mode.

To prevent similar incidents from happening again in the future, you can:

1. Do thorough test to confirm successful Mobicontrol device-admin mode entry before ANY mass-scale deployment of device-firmware or device-agent upgrade, especially if you want to keep your current lockdown menu design/layout .

2. Modify the kiosk layout to add a Soti device agent kiosk item (or a javascript/script kiosk item with some password mechanism to turn off kiosk/enter admin mode) as a possible backdoor to enter admin mode in cases of emergency, though you can still set your main current app to launch on boot  to minimize the visual/GUI impact for device end-users.

Hi Giuseppe,

Thank you for your post on SOTI pulse.

Reading the issue and discussion, I will recommend opening a support ticket if you still have devices experiencing the issue.

Thank you.

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