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Agents disconnects and does not come back online

BC
Bo C.
Bestseller A/S

Greetings,

So for the last couple of months we have noticed that some of our TC72 (Android 11) just stops checking in on the agent, and therefore we will not see the device online in SOTI MobiControl anymore, or atleast until the device has been rebooted.

From what I can see on the logs of our devices, most of them disconnect around the same timeframe (02:05 at midnight) and will first check in again after a reboot.

What could cause this? We have only seen this happen after we have upgraded all of our TC72 to Android 11 from Android 10. The devices are connected to the network and can use websites in our lockdown state without issue. On active use our devices only use around 50% of the RAM and still has 14GB storage free.

Thanks in advance.

2 years ago
SOTI MobiControl
ANSWERS
MD
Matt Dermody Diamond Contributor
2 years ago

Do you have a MobiControl Cloud instance? Most of those environments are configured by SOTI to automatically reboot every night somewhere between 12-2AM so it's possible the consistently timed disconnect that you're seeing is a byproduct of that reboot. Those devices should however be able to check back into the server without issues once the server boots back up again. 

I would also suggest looking into the Agent version running on the devices as that might need to be updated in order to better handle A11+. That and you may need a new BSP upgrade from Zebra depending on what level you're on. A11 releases from Zebra were relatively unstable for a while and I don't think they really reached stability until maybe the 11-35 release, just in time for A13 to be released...

BC
Bo C.
2 years ago

We are sadly seeing it happen on our devices running 11-35-05.00-RG-U00-STD-HEL-04 as well.
Our devices are either running agent version 15.4.3.1054 or 15.4.4.1063, same issues on both.

As you say, Android 11 has been a mess for us so far, we have devices swapping keyboard automatically to a DataWedge keyboard instead of EKB, devices not able to be Remoted Controlled through MobiControl anymore etc.

We only have TC72 and TC75x on our environment currently, and it is a non issue on our TC75x running Android 8.1, so my guess is it might be Android 11 causing this.

Is it recommended to jump on the Android 13 ship yet, or is it too risky? I mean, I can easily try a test setup on one of my devices, but would love to hear from experiences.

MD
Matt Dermody Diamond Contributor
2 years ago

I can't say I can endorse A13 for the SD660 Helios devices from Zebra just yet. There has only been one release so far. I would wait until there is at least one Lifeguard patch with a series of bug fixes before evaluating whether you should move forward. In any case it would be a good idea to have this upgrade on your radar as these devices will start shipping and returning from repair on A13 later this year. 

Be warned however that the upgrade from A11->A14 on Helios devices results in an Enterprise reset as the devices have to transition from Full Disk Encryption (FDE) to File Based Encryption (FBE). This has the potential of requiring the devices be manually touched to reconnect them to WiFi and re-enroll them in some cases.

RC
Raymond Chan Diamond Contributor
2 years ago

Please clarify if you have any such TC52 device that get totally out of control even after reboot, and subsequently need device re-enrollment?

Actually, in my experience,  some device models from Samsung and other brands also occasionally need to perform device agent restart or device reboot after upgrade of particular device agent version.

.

BC
Bo C.
2 years ago

We only have TC75x and TC72 in our environment, and we have not seen a device 'get out of control', a simple reboot usually makes the device check in on the agent again to Mobicontrol. Going from Usermode to Admin Mode often also disconnects the device, and vice versa.

C
Christophe
2 years ago

Hello,

I'm not expert but we have device TC75X under android 7.1 and we meet the more or less same problem

On profile, we add an OUT OF CONTACT with a script who connect agent if it s not ..

But our device is always on android +

try perhpas

BC
Bo C.
2 years ago

Hi Cristophe,

I have actually not thought about using Out of Contact, but we will try it.
What script are you using for it? :)

M
MPMOD@SOTI
2 years ago
BC
Bo C.
2 years ago

We have contacted the SOTI support and they are looking into the issue.

Apparently we are not the only ones with the same issue, so hopefully something can be figured out soon :)

M
MPMOD@SOTI
2 years ago
BC
Bo C.
2 years ago

We are working closely with Soti Technical Support on this one, but so far we have there is not much progress. As it seems right now, our devices go offline and actually tries to get in contact with our cloud solution to reconnect. Sadly we do not see the packages on our network it is trying to send, so when it is trying to reconnect it does not actually send a package to the cloud server, which is why we do not see our devices online SOTI but can still ping the devices.

I will get back when we get some more progress :)

M
MPMOD@SOTI
2 years ago

Hi Bo,

I have also seen the case that you have with Soti Technical Support. Please feel free to keep us updated as they are still awaiting a response from you.

Kind regards,

Technical Support Specialist | SOTI | +1 905.624.9828 | SOTI.net lDiscussion Forum | Log a Case Online l Facebook l LinkedIn l Twitter 

BC
Bo C.
2 years ago

So far it seems like the bug fix in 11-35-05 for TC72 might help with this:

SPR47856 – Resolved an issue wherein occasionally WLAN disconnects and does not connect back especially with ISP provided Aps.

We have only updated 4 devices so far with the newest update (11-38-05) so it is a rather small sample size, but these 4 devices have not disconnected for 5 days straight, so that is very positive.

M
MPMOD@SOTI
2 years ago
BC
Bo C.
a year ago

So, it seems like the issue fixed itself somehow.
We do not experience devices going offline in MobiControl anymore, eventhough they are online.

I guess this was fixed through a Agent Update, but not entirely sure.

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