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MOBICONTROL Mystery - Zebra Devices in one of my Groups come up with blank screen

BG
Brian G
Wesco International

My company uses Zebra MC33 and WT6000 RF's among others. Within one of the SOTI Device Groups (Ours are separated by facility location) MOBICONTROL will not bring up a display for the active devices for the facility/group. They simply come up blank; and this is for both the wed-based as well as the downloadable plug-in.

I've been in touch with both my vendor and SOTI Assist going on 7 months now. We've tried a number of solutions, including unenrolling and re-enrolling a device to see if it would work. The result is the same and, the maddening part, as I've already mentioned. All of my other groups have no trouble in SOTI with their devices. And I remember the day it stopped working for this particular group. I was examining different devices (not changing anything) within the group. One moment the screens came up ok, next moment *poof*.

Looking for a kindred spirit who's also seen this and found a miracle cure, or at least has had an "aha!" moment upon reading this. Thanks friends!

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

Could there be a network blockage at that particular facility those devices are in? Remote Control needs port 5494.

BG
Brian G
2 years ago

Thank you Matt. I questioned our Network Admins previously and they confirmed that the required ports including 5494 are open and bi-directional.

MD
Matt Dermody Diamond Contributor
2 years ago

As a test, are you able to move a device for the affected facility and group into a different group that is designed for another facility? The device may pick up the configurations intended for the other facility so you may want to isolate the test device and also review your configurations to make sure that you can cleanly move a device between folders and still be able to return it back to its original configuration. One thing you may want to watch out for is site specific Network Profiles for different networks if you have those applied at the individual site group level as moving a device between folders may result in a loss or change of network connectivity. Assuming you can execute this particular test however, you'd be able to isolate whether the Remote Control failure is tied to the configurations that are assigned at the group level, versus something specific to the local environment like the site network or firewall. 

TG
Thomas G.
2 years ago

Hi, 
i have observed similar issues with different Zebra devices. 
1: the remote screen shows only "Waiting for screen", but access to the file system of the device is working (no difference between legacy plugin and web-based remote control) 
2: no remote control function at all (observed so far only on PS20)

Solution in my environment is
for 1: instead of using a profile and a package for the installation of the MDM plugin, install it by the Add Device Rule / Enrollment Policy. Its completely weird as there should be no difference, but in my system it solves the issue
for 2: this also happens after the installation of the MDM plugin by profile and package. It does not appear if the device is soft-reseted after the installation of the plugin AND before the first remote connection is made. 
A affected device can be "healed" by uninstalling the plugin, soft-reset the device, install the plugin, soft-reset

Usually this issue is not network related, as if 5494 is blocked, the agent would not be able to communicate with the DS Server, so no package deployments and further more

G
GPMOD@SOTI
2 years ago

Hi Brian,

Thanks for posting on SOTI Pulse and thanks Matt for responding to the post.

Have you had a chance to perform the steps provided by Thomas? Did it resolve your query? 

If this issue has been resolved, please mark this conversation as a solution. 

Thank you. 

Kind regards,

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

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