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ELM status pending and getting, "connection to server, enrollment failed" error post providing the EMM token.

Solved
P
Prikesh
WM Morrisons Supermarkets Limited

Hello All, 

We are experiencing an issue while enrolling any new tablets to SOTI, and this has been noticed post 01/26/2023. 

 Post providing the enrollment ID, it throws a "Connection to server, enrollment failed error", asking us to   enroll again.
-However, we could see, the device objected created in SOTI when we search the serial number, with       ELM and other Profiles in pending status and it won't proceed further 
- Already have a SOTI support case in place, as per the recent interaction they have asked to test the     device using earlier MC agent version i.e., 15.3.0.1006 and try to enroll via the QR code method 
 
Can someone help me with a link for the earlier MC agent version as our current version is 15.3.1.1229. 
Also looking for some guidance how to enroll a device through QR code method. 
 
I have attached the error screenshot towards the issue for your reference. 

 
#Mobicontrol agent #Pending ELM status #Andriod enterprise #Enrollment error
2 years ago
SOTI MobiControl
ANSWERS
RC
Raymond Chan Diamond Contributor
2 years ago

I checked with my colleagues in Hong Kong and found that we experienced similar ELM licensing problems when enrolling many Samsung devices as AEDO in the last 10 days or so onto our demo/evaluation servers.   The problems seem to be transient, and the ELM license could often be granted after device rebooting or leaving them for some random period of time.   We suspected that maybe due to some recent changes in either the device firmware or Samsung ELM server backend.  If so, we hope this will be fixed by Samsung very soon.  We'll see if more cases in the near future can give new clue on the real cause(s) of the problem.

Solution
P
Prikesh
2 years ago

Thank you, Raymond. Much appreciated! 

P
Prikesh
2 years ago

Good day to your Raymond, 

The issue has been resolved now, as you said, it was an ongoing issue with ELM/KPE license activation, which are failing on Samsung devices. It has been mitigated on the new MC agent version 15.3.2.  We could see all the devices on the newer version are getting enrolled without any trouble. The same has been mentioned in the new product release notes. 

I appreciate all your time and attention which helped in resolving this matter.

Thank you once again, 

RS
Rafael Schäfer
2 years ago

Can't help you with that issue and don'T know why you requested an answer from me.

I can only point you to following tpoic regarding QR-code enrollment:

https://discussions.soti.net/thread/stage-programmer-wifi-options

Hint: If you want to use the old agent in QR change the download location to https://downloads.soti.net/apk/AEAgent/GoogleMobiControl1530_1006.apk

MB
Marcus Breitenthaler
2 years ago

Hi,

could it be that the needed Ports are not open ?

P
Prikesh
2 years ago

We have raised a ticket with ISP to verify the same and they have confirmed that all the required PORTs are intact. Do you have any particular PORTs in mind so that I can go back and check with them again ? 

RC
Raymond Chan Diamond Contributor
2 years ago

If your devices have ELM related errors, they must be Samsung devices.  Your devices's connection should not be blocked by any firewall to access Samsung ELM server of your region.  This should have been set up properly if there are some Samsung devices previously enrolled successfully in your system.

Regarding older Android-enterprise device agent that you mentioned, you can get it with the URL

   https://downloads.soti.net/apk/AEAgent/GoogleMobiControl1530_1006.apk

You do need to use MobiControl Stage app running on a parent/provisioning device using QR-code/NFC to get a target device enrolled with a non-default (e.g. earlier than the latest officially release) device agent.   Regarding usage and configuration file of MobiControl Stage Programmer app, please look into official on-line documentation and other related threads in this forum.

P
Prikesh
2 years ago

Apprecaite your help, Raymond!

We do have existing device enrolled to SOTI, the issue is while enrolling new Samsung tablets. I think something might have been changed in recent times causing this trouble. I will ask the team to verify the same. Thank you once again. 

P
Prikesh
2 years ago

Raymond, 

What we have observed while testing is that, initially the tablets are at the "Connection to server, enrollment failed", error screen and the ELM status is pending. When we keep the tablet idle, which usually does not have a specific time frame, at some random interval the enrollment kicks in, and this is after we retry the enrolment for more than 5 times. But all the profiles and policies are pending status and it will only get installed once we send the "reset_elm_license" script to the tablets. And this behavior is noticed while we build the tablets through Mobile Hotspot. We are not supposed to use corporate Wi-Fi while building new tablets. 

RC
Raymond Chan Diamond Contributor
2 years ago

HI Prikesh,

It's great to hear the good news from you so soon.   Please share more updated information if you find any new issue(s).

P
Prikesh
2 years ago

Sure, thing Raymond!

Thank you!

M
MPMOD@SOTI
2 years ago

Hi Prikesh,

Thank you for requesting a response from Soti Support Staff.

I see that you have mentioned that this has been resolved with the assistance from Raymond and our product release notes.

If you require any more assistance, please feel free to let us know. If not, feel free to mark the post that solved this issue as solution.

Kind regards,

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

M
MPMOD@SOTI
2 years ago

Hi Prikesh,

I have marked the relevant post as solution. If this post did not assist you in resolving the issue and you have additional questions, please do not hesitate to reach out.

Kind regards,

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

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