What  are build and version numbers of your MobiControl server and device agent?

What are the active MDM API's reported in the configuration tab of your device agent?

Could you manage to lock/unlock screen or deploy/revoke any profile?

MobiControl server version: 14.3.0.3144

Agent version: v13.8.0

We can access the device with the remote control but the assigned applications stuck on pending

Active MDM API:  Plus 4.1, RC+ (1.16.0.100)

Have you successfully deployed the same app package to device of other brand/model(s)?

Have you tried using the older v13.6 or v13.7 device agent on your device?

Have your MobiControl server been upgraded since you last successfully deployed any app package to any device (Cipherlab RK25WO or other brand/model)?

Is there any error/warning log entries for the device or for the Deployment server/DSE shown in the web-console?

Yes, the package is working on other devices.

Also there is a a warning in MobiControl WebConsole to upgrade the agent, wich doesn't work.

We will try an older version now.

We now tried it with the Versions 13.8, 13.7, 13.6 and 13.3.

With all of them the devices are displayed in Soti MobiControl and the package can be applied, but still the installation is pending.

Is there deployment problem with one package or with any pcg package?

Have you checked for any error/warning entries in the downloaded DS/DSE/MS log files after you explicitly force the package to be deployed to the device via action item in the device view?

Hi Raymond, This package can be installed to all devices we have but Cipherlab devices. This device cannot get profile from MDM servers. But we can make remote connection to those devices. I don't know the DS/DSE/MS logs. I think it is problem with SOTI and Cipherlab device communication. How can this be solved? What do we need to do?

Have you tried both agents?

Legacy and the normal one?

Have you recently upgraded the cipherlab agents?

We already explained that. We tried both. We can't update agent over SOTI Console. 

As for the "upgrade problem" , it happened to us that when upgrading the device agent soti did not delete the old agent automatically.

When doing the agent upgrade on the device itself soti gets confused by the fact that there are 2 agents with the same agent cert hash available.

you can check this problem by clicking on the site name while pressing shift and control and then navigate to android device agents:

Hi Doruk,

If ALL profiles (i.e. not just the one with the package pcg included, but any profile with a single Feature-control option, for example) cannot be deployed to ANY of your Cipherlab RK25WO devices, then

1. Check to make sure you the profiles are for Android+ rather than Android Enterprise device.

2. Check the DS/DSE/MS log files (downloadable from web console UI) for more detailed error/warning message for any profile deployment attempts.  (You can open an official support ticket with Soti support team and send them the log files for further analysis).