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Enrollment of older devices

DP
Daniel Palmeira
Novozymes A/S

I have some old TC8000, running A5.1 that I'm trying to reenroll after a factory reset to clear out some issues.

Once I try to enroll it I can see the device showing in the group, but offline and on the device I keep getting the "Enrollment Failed. Please retry or contact your system administrator."

Has anyone faced such issue? Or have suggestions to try to over come this problem.
I've tried talking with the third party that support us, as well directly with their SOTI representative, but they are helpless...
Below are some extra informations.

This is the log on the device in MobiControl

As this is running on an older Android, I manually downloaded the .apk for the latest possible agent directly from SOTI Pulse page (v15.2.0).
The standard policy we normally use didn't work so I created a new Android Classic policy and used the enrollment URL and it's were I got this behavior (enrolling, but not really).

We have Mobicontrol v2024.0.1.1020 (on-premis).
We are running without a maintenance license (we had the old perpetual license, and are still deciding what to do with it, due different factors). But I understand, that this shouldn't compromise the enrollment capabilities - yet there are few limitations.

11 months ago
SOTI MobiControl
ANSWERS
MD
Matt Dermody Diamond Contributor
11 months ago

I can't say for sure but you're issues may stem from the fact that you've upgraded the server to a 2024.x version. Any customers I support that are still holding onto these older A5 devices I've purposely kept on older versions like 15.3 and older. 

There is a notorious thread here on the forums that has probably the most comments and views all time that demonstrate that there have been compatibility issues between the TC8000 and MobiControl for quite some time now.

https://discussions.soti.net/thread/frustrating-issue-with-mobicontrol-agent-constantly-disconnecting-and-reconnecting-on-tc8000-scanners

I believe SOTI has dropped support for A5 Classic as of January 2023 so I'm not sure there will be much support available on this problem even if you were on maintenance. 

My guess is that you enrolled these devices on an older version of MC and then later upgraded to a newer version (2024.x) and now you're seeing issues trying to enroll. I am personally not particularly surprised as I've had to keep other environments held back on 15.x and lower to maintain even partial support for the TC8000.

DP
Daniel Palmeira
11 months ago

Thank you for the reply Matt.

Yea, we are in the verge of replacing those devices with newer ones as they will soon enter end of life anyhow.
But until they are fully replaced it would be good to have the option, in case some still need repair.

I will do extra investigation and see if I find a workaround, I'm also checking to see if we have any thing changed on the network, as recently the company moved around buildings and the new location didn't had all the proper config for the devices. But would be odd, for it to reach the server, showing as enrolled, but not connect to it to finish the process.

LC
Leon Callsen
11 months ago

Hi Daniel, 

I am pretty sure if you don't have an active maintenance licsense then the SOTI services won't work. 
This includes the enrollment aswell. 
Do you enable SHA-1 on the Windows Server? 
You should be able to see in the Deployment Server Logs what happened after the enrollment. 

In an cloud environment I was able to enroll the device. 

DP
Daniel Palmeira
11 months ago

Thanks Leon,

You are correct in the point that SOTI services will not work, yet for the enrollment this means that I cannot use Enrollment IDs for example, but URL still works. We been enrolling newer devices without a problem.
Nevertheless, I wouldn't be surprised if SOTI only enables enrollment of "classic devices" as a service thing, which would be crippled by the lack of license.

I'm not sure on the SHA-1, as the server is hosted in a third party, but I will add this in to the investigation and see if they can check the logs.

This are the logs from the deployment server, nothing more and nothing catches my eye in it...

LC
Leon Callsen
11 months ago

From my perspective this looks fine. I'll try to enroll such a device tomorrow in an On Premise environment. 
I gonna contact you as soon as I did that. Maybe I find something different which is not working. 
Did you try to enroll the device as Android Enterprise just out of interest? 

DP
Daniel Palmeira
11 months ago

Yes, was the first way that I tried as is the standard way we have today for newer devices. I got the "Enrollment Fail" message, but it didn't went thru. Then I had the idea to try as Classic, because it was and old device.

But I'm starting to feel that the lack of license is crippling the enrollment, as today I faced issues with newer devices.

Nevertheless, it will be great to hear your outcome!

T
TGMOD@SOTI.net
10 months ago

Hi Daniel,

Thank you for your post on SOTI Pulse.

I would also like to extend my appreciation to Matt and Leon for their prompt responses. Your expertise and willingness to assist are highly valued.

While we await Leon's feedback, please feel free to reach out directly, or alternatively, you may contact SOTI Support at support@soti.net to open a new case. Our support engineers will be happy to provide the necessary assistance.

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

P
PSMOD@SOTI.net
10 months ago

Hi Daniel,

Good Day!

Thank you for your post on SOTI Pulse.

We highly extend our appreciation to Matt and Leon for their prompt responses. Their expertise and willingness to assist are highly valued.

You may also contact SOTI Support at support@soti.net to raise a support case, as the Enrollment Issue may require few Remote Sessions, and testing at the device level due to its older OS version. Our support engineers will be happy to provide the necessary assistance.

Additionally, please refer to the help article related to Device Enrollments, specifically for MobiControl version 2024.0.1.

https://www.soti.net/mc/help/v2024.0/en/console/devices/managing/enrollment/overview.html

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