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Enterprise Binding Reset Account - Button Disabled

R
Ravi
World Trade Printing Company

Hi there,

I'm working on resetting Enterprise Binding of the devices. The feature which SOTI introduced in v15.1.

Source:

Issue: Most of the devices got reset with the account while in some of the devices Reset button is completely disabled. I checked MobiControl app there is no pending action also Google Play Services and Play Store are enable.

Any idea on how to fix this without reenrolling the device?


Reset Account Prompt


SOTI Version: 15.5.2.1003

5 months ago
SOTI MobiControl
ANSWERS
RS
Rafael Schäfer
5 months ago

If you press on the blue message on the bottom left of your screenshot, what does it say?

R
Ravi
5 months ago

Hi Rafael,

Thank you for the response.

It says "1 selected device(s) do not support this action."

RS
Rafael Schäfer
5 months ago

Please check then:

Are those devices the same model/firmware/enrollment as those which work?

Is the state for these devices in device details in following section "Android Enterprise" -> "Android Status" the same as on the working ones?

R
Ravi
5 months ago

Yes.

"Android Enterprise" -> "Android Status" is as per the following:

Working: Provisioned / Enabled with Managed Google Play Accounts

Not Working: Provisioned / Enabled

RS
Rafael Schäfer
5 months ago

The only difference on my end, i can find is that for online devices i could execute this action even with your state of the non-working ones, but on the offline ones i get the same error message as you.

So, even it sounds stupid to ask, can you ensure the relevant device is online when trying to do this?

R
Ravi
5 months ago

I understood your concern.

The device is online and I'm also able to take a remote control.

In Android Identity it's showing: "Account Activation Pending" but there is no pending action. Is this cause any issue?

Image attached for your reference.


RS
Rafael Schäfer
5 months ago

But as the account assignment is pending already this can also be the case for this issue. Is the device on same network as the working devices?

R
Ravi
5 months ago

Network will be different but it has stable internet connection via WiFi.

RS
Rafael Schäfer
5 months ago

Internet connection can be restricted through firewall even you seam to be able to reach everything else, there can be systems being blocked. So i recommend to check this from unrestricted Wifi (maybe reboot device afterwards as well).

If it's still in pending you may reach out to support and raise a case for them to investigate further why you are stuck here.

R
Ravi
5 months ago

Understood. Thank you so much for all your efforts.

M
MMMOD
5 months ago

Hi Ravi,

Thanks for posting on SOTI pulse. Thanks Rafael for responding to the post, your expertise and willingness to help are greatly appreciated!

Has your query been resolved? If not, or if you have any additional concerns, please don't hesitate to reach out. We are dedicated to providing assistance and support.

Also, if this post has helped you in solving your query, I would request you to mark the particular comment as "is solution", so that others may benefit from this information.

R
Ravi
5 months ago

Hi there,

I need to check with the support as none of the method fix the issue.

I will mention the solution once I find from the support.

Thank you.

RS
Rafael Schäfer
5 months ago

just to verify, i didn't provide any solution just tried to analyze your issue as finally it turned out that your real issue is not that your described but that your devices are stuck on pending to get the account assigned.

R
Ravi
5 months ago

Hi Rafael,

Yes. The button is still disabled and I'm checking with the support.

The working devices also has the same status and once I did reset account, the status has been updated but in the problematic devices the button is disabled hence the status showing as it is.

Thank you!

M
MMMOD
5 months ago

Hi Rafael

Thank you for your response. If you are still facing the issue with the button being disabled, please raise a ticket so that the support team can analyze and troubleshoot in detail. 

https://soti.net/about/contact-us

R
Ravi
4 months ago

The issue is fixed by SOTI Support from the back-end.

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