Pulse | Community Support

Blank remote screen

BAT Pecsi Dohanygyar Kft. (British American Tobacco)

Hi,

when we try to remote to any of our Samsung Galaxy TabS4 devices the remote screens are black.

We are able to connect to them and tocontrol them, but obviously we can not see what we are doing. The other strange bug is that for some reason it appears to be in landscape mode however the devices are portrait.

Agent version: 14.3 Enterprise

Server version: Version: 14.4.5.1048 CLOUD

I'm in contact with the support for some time now, however I thought maybe someone knows the answer

5 years ago

Android

ANSWERS

Raymond Chan

5 years ago (edited 5 years ago)

Is RC+ one of the active MDM API's reported by your device agent?

Have you deployed any Feature-Control payload with the "Disable Screen Capture" option checked? If so, try your RC session again with the FC option unchecked.

Scott

5 years ago

Are you using Surf? If so, check your Surf configuration settings. Under "Specify Privacy Settings" there is a setting called "Disable Screen Capture when Browsing". If this is enabled you will only see a black screen in remote control/view.

Ivan Keri-Nagy

5 years ago

Hi,

RC1 (1.16.10.121) is active

"Disable screen capture" is unchecked

Ivan Keri-Nagy

5 years ago

Do someone have any suggestions regarding this?

Raymond Chan

5 years ago (edited 5 years ago)

If there is no problem having functional remote session for ALL of the following cases in your system:

1. device of different brand(s) or model(s)

2. Tab S4 or other deice brand/model(s) running a differnent Andorid Enterprise device agent and build verions

3. Tab S4 of different firmware patch version

4. Tab S4 device factory reset and enrolled with AE device agent but with no profile (except authentication profile with a valid device administrator password configured) and no apps deployed.

Then it is highly likely that your problem is related to bugs in Samsung Tab S4 firmware.

I personally had one customer facing the same problem with thier Samsung S2 tab about 18 months ago. This was very rare as I had encountered over 50 Samsung devices models for many tens of MobiControll implementations in the last 6-7 years and this happened only once. Once Soti support confirm with Samsung that the problem stems from Samsung firmware, all you can do is to wait for Samsung to release fix(es) in new firmware patch over the air from their firmware upgrade server. In the case I mentioned, my customer waited for about 3 weeks for the devices shipped in Hong Kong, but waited for about 3 months for their devices of the same model that are shipped in mainland China. The two batches of devices were ordered together, but it just happened that the firmwares were supported by two different development teams within Samsung.