I don't know if this will solve your situation but try this:

Hi Jorge,

thanks a lot for your answer.

Unfortunately, none of two options worked, and it is still necessary to manually reboot the device to get back full remote control.

In your position I will start the activity to collect and read log from device and server!

I will resume the steps to collect this logs in the device:

1. Access a device tab

2. Configurations

3. Advanced Configurations and choose Connections Settings remember to select in right corner of this tab the correct platform

4. Override Settings Inherited From Parent Group

5. Scroll down and activate advanced loggin and debbuging and raise a little the max size of the file, send a check in to device and wait some minutes, try a new connection to populate the log with the error.

6. Access device tab again and go to Logs Tab

7. Over the right corner you can download all 4 types of logs, i recommended you to look for errors inside it using the time/hour to get the correct moment inside the log file, this will help you start to solve this issue.

The support team has some pre actions for this kind of situation but you need to open a ticket and ask for some help!

 I think you have another models and brand inside this enviremont, the RC is working for other devices? You are using RC Legacy or SOTI Assist by browser?

Hi Lore,

Your problem seems to be more related to power management on your device.  

You can try changing or even turning off doze mode.  Some device firmwares also support disabling sleep mode(s) for individual app. 

You can also try different combinations of MobiControl device agent versions and device firmware versions to see if you can find one set without your current problem.

Hi all.

The problem is still there. We also tried to enroll a couple of Zebra TC72 devices with Android 9. And we observed that one of the two is not affected by the problem, while the other it is. They are both enrolled with same rule/profile/packages. I noticed that it looks like the mouse click, in general, is not syncronized. For example, I press in the middle of the screen, but the device receives a tap a few more on the top. I think this is the reason why I cannot interact with the bottom bar buttons. But it becomes impossible to have a consistent remote control of the devices, and this happens after a while the devices are enrolled (I mean, not immediately).

And, just to add the info, we don't use Assist, we use MC remote control feature.

Any idea would be more than welcome.

Thank you

just a few more info.

it looks like, when I lose the remote control full features on tc72 I need to: file syncronize, check-in and then restartagent. I need to do some more tests to understand if this fixes the problem everytimes.

On MC33 instead, I removed the package MDMplugin_notification from the profile assigned to it. And it looks like it is more stable (I updated all the device agents and plugins from the manage android agents screen).

If I try to remove the same package from the profile assigned to the TC72, I only have read only permissions when I try to control the device. For the moment I leave this configuration and will observe the behavior.

I will let you know in case of updates.

Of course, if in the meantime you have any further idea just let me know.

Thanks!