We have recently upgraded MobiControl from version 13.4 to 15.0.2.1049 as we are now procuring Android 10 devices and version 13 doesn't support SHA2 certificates for enrollment. Since the upgrade, we have come across a number of issues, one of which is mentioned below. We have a support case open with SOTI, but I thought I'd also reach out to the community to see if anyone else can help.
Yesterday, we attempted to assign an updated profile to an existing set of devices (around 150) and around 15 of them stayed in an “Installed Partially” state, with the remainder installing successfully. The devices are all Samsung, but different models on different OS versions. On the devices themselves, a message is displayed on a blank screen stating “unable to load application menu please contact your administrator”. We attempted to retry the profile installation, but this did not work.
We found that the only remedy for this was to uninstall the agent on the device, re-install it and then re-enrol. Once re-enrolled, the profiles installed correctly. These devices are remote all over the country and in their current state, we can’t remote control them, so are having to recall them back in to be able to re-enrol them.
Before we tried to assign an updated profile to them, everything looked fine from the console. The agent had upgraded correctly, the devices were showing online and checking in and all profiles that were installed before the upgrade were still showing as installed correctly. Only once we have tried to assign a new/updated profile to the devices has this issue become apparent. It looks as if the agent has corrupted somehow during the upgrade, but this wasn't visible to us until we tried to assign a new/updated profile.
I’m now fearful that we have a larger number of devices in this state within our estate, but we will not know until we try to assign a new/updated profile to them. At which point we’ll then need to manually re-enrol.
