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Handhelds automatically locking back down within seconds

SW
Seth Wirtz
Steel & Pipe Supply

Hello All,

I have a fleet of Zebra TC21s. They are using the lock down configuration.  It doesn't happen with every handheld, but it's a pretty frequent problem. When I unlock the handheld and go into admin mode, within seconds the handheld will go back into lockdown mode. I'm currently running on:

Mobicontrol Version: 15.3.0.6713
Agent Version: 14.5.4.1016
Agent Type: Android Enterprise Agent

4 years ago
Android
ANSWERS
SW
Seth Wirtz
4 years ago

I found a work around for now. Sending notify kiosk off as a script keeps to let me manage the handheld. I'll post a final answer if I find one.

JS
John Stocks
4 years ago

As an alternative to the built-in Admin/User Mode options, I occasionally use custom scripts (Legacy) to perform the same function.  These seem to be similar to what you have found.

Lockdown Disable
   _adminmode on
   notify kiosk off

Lockdown Enable
   _adminmode off
   notify kiosk on

AM
Andrew Moloney
4 years ago

Make sure you're not removing Chrome with application run control. Chrome is required to keep device unlocked, in my experience.

MD
Matt Dermody Diamond Contributor
4 years ago

This definitely sounds like a Chrome being blacklisted situation. The lockdown utility is displaying the lockdown via a WebView. The WebView implementation is typically Chrome on a GMS device like a TC21 but when you blacklist it the system WebView takes over. When you try to exit out of a lockdown the application run control profile will disable itself, which will re-enable any apps that are blacklisted, like Chrome. When this occurs Chrome switches back to be the WebView implementation which then forces the SOTI lockdown to kind of crash and reload. When it reloads the app run control is enabled again and then Chrome is again disabled. Its a big mess. You should definitely not be putting Chrome in Application Run Control. If you need it blacklisted then use MX or a different mechanism.

SW
Seth Wirtz
4 years ago

I'm not currently running an Application Run Control. However in SOTI surf I'm white listing URLS.

AM
Andrew Moloney
4 years ago
Is Surf set as the default browser instead of Chrome? In this scenario I would separate Surf into its own profile and keep lockdown as its own profile. Don't bind the two together into the same profile. If you're running Anroid Enterprise create a third profile that loads a Browser filter setting Deny and * which will prevent Chrome being used. I've had direct experience of this issue and spent weeks debugging it to find out that Chrome is critical to keeping a MobiControl lockdown profile unlocked. Hope that helps. I've a number of sites running Surf on Zebra devices and I don't have this issue you're describing. Good luck.
SW
Seth Wirtz
4 years ago

Update

I had let it go for a while because I'm really the only person it bothers for the most part. I was troubleshooting a different issue today. I had a script profile that was mistakenly running a script quite often and every time it ran the script it would put the device back into user mode. Removed that script and no more issue.

RC
Raymond Chan Diamond Contributor
4 years ago

Have you nailed down exactly which particular script command(s) within your scheduled script cause your problem?

SW
Seth Wirtz
4 years ago
I did, I believe in a previous version of mobi the soti browser didn’t have a zoom % setting. So I had a script that I installed in a package. I was unaware how often it was running. Looking at the logs today I was able to see when I put the TC21 into admin mode the script would run and then throw it right into user mode to zoom the browser. Once I removed that script from a handheld it stopped. Confirmed by doing it to the rest.

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