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When we initiate a remote control connection (either web based or plugin based) it will move from Staylinked to the lockdown screen. This is interrupting users if they are actively using Staylinked. Is there a way to make remote connections seamless so it does not interrupt users?
Hi Erick
In order to investigate the behavior where the device switches from StayLinked to the lockdown screen during a remote control session, we would appreciate your assistance in gathering the following details:
Lockdown Configuration:
Could you please share a screenshot or description of the lockdown settings configured in the device profile?
Specifically, we would like to know if there are any options enabled such as “Switch to Lockdown screen during remote session” or similar.
StayLinked Setup:
Is StayLinked listed as the default or primary app in the lockdown configuration?
Is it included in the allowed apps list?
SOTI Agent Version:
Please confirm the version of the SOTI MobiControl agent installed on the device.
Remote Control Method:
Are you using the web-based remote control viewer or the plugin-based viewer?
Behavior Without Lockdown:
If possible, could you test on a device without lockdown enabled and let us know whether the issue still occurs?
This information will help us better understand the root cause and guide you toward a solution to ensure a seamless experience for end users during remote support.
I am assuming you're using Zebra Android devices. Disruptive Remote Control has been a thing ever since Zebra stopped signing the Remote Control Plugin and RC capability for Zebra was migrated into the AE agent directly. It has been a problem for almost 2 years now. I have had cases open on both sides of the issue (Zebra and SOTI). The latest consensus from Zebra is that SOTI is not implementing their new Remote Control API correctly as other EMMs are not having the same issue.
There was some release introduced by agent 2025.1.1 whereby RC'ng a Zebra device now refreshes the screen, temporarily shows the lockdown, and then resumes the current application. It is still disruptive to the end user but it at least resumes the current application. The fact that an Agent upgrade fixed part of the problem does fit in with Zebra's narrative that SOTI may be doing something incorrect relative to using Zebra's RC API. However, the blame also somewhat falls on Zebra as well for stopping the signing of the RC plugin.
The best you can do right now is upgrade your agents to 2025.1.1+.
