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Samsung XC6P is missing the home button icon after enrolling into SOTI. Only happened today on first few devices setup

KW
Katie Williams

Setup Samsung devices today and all are missing the home button icon whether in admin mode or kiosk mode. Have not seen this before. We have setup 5000 devices or more and have not run into this issue before. the recents and back button are there but the home button is missing, tried moving to another group with known device in this group having home button and it does not come down for this device.

a year ago
SOTI MobiControl
ANSWERS
P
PMMOD@SOTI
a year ago

Hi Katie Williams,

 

Thank you for your post on SOTI Pulse

 

I understand you are not able to see the HOME icon on the device screen

Device Model:-

Android OS Version:-

MobiControl Version:-

Could you please specify the method you used to enroll the device into the SOTI environment?

On the Kiosk Mode, have you selected the below options before pushing the profile to the device?

Have you tried to re-enroll the device and reproduce the issue?

Please provide us with the above-requested information. So, we can assist you further

KW
Katie Williams
a year ago

apologies for the delay:

android 13

MC version 15.6.3

agent version: 2024.1.0.1149

We cannot use native lockdown type because we have restrictions set in place for 3rd party apps that only work with activity suppression lockdown. However i have verified we have at least 60 devices in the field that have the home button still working with this lockdown type.

We have tried to unenroll and re-enroll and it does not correct the issue. We have to delete from EFOTA and then re-enroll the device to get it to work and then add efota back.

P
PMMOD@SOTI
a year ago

Hi Katie Williams

Thank you for the information provided and apologies for delay

As I can see there is a significant amount of information that requires testing and deep analysis. I would recommend that you create a support case(click here) or call SOTI Support team(click here) to raise this issue. You can reference this post so that the Soti support team can investigate this issue further.

Please let us know your experience and if you find a solution. Thank you.

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