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Remote Control Screen blacked out during pattern unlock Samsung Tab A7 lite

DP
Daniel P
Abetech - Managed Services
  • Discovered an issue with unlocking tablets on Android 13. When remoted into a device, Samsung Tab A7 that is on Android 13, when you swipe to get the pattern unlock screen, the device/remote session will black out the screen, not allowing you to see the pattern. This will force Soti techs to rely on user for pattern input. 
  • We tested the same exact device (A7) with same exact profile, but on Android 12, and we were able to see the pattern screen. This seems like a Samsung update as 12 and previous allow us to see pattern screen. I have looked at other password screens (Admin mode, JC Mobile Etc.) We are still able to see those screens. Look below looks like it can be a Samsung thing.

is anyone able to confirm if this is something that was part of the latest Samsung software updates? 

I took a look at our Feature Control and we have the "Allow Screen Capture" setting enabled.

pattern unlock android 13
2 years ago
SOTI MobiControl
ANSWERS
RS
Rafael Schäfer
2 years ago

Hi Daniel,

we see the same "issue" not only on Samsung devices. But seem to behave somehow different on the devices.
What we see is, starting with A12 (we currently don't have A13 devices) on HMD Global devices the behaviour you described above but not always.

I assume that the difference is if the device got update from A11 to A12 or started with A12 druing enrollment (no idea which behave how then). Because of we use centralized passwords I didn't investigated into that yet. For us it's not such a big problem because you can swipe up and enter (blind) the password via local keyboard to unlock which for sure isn't possible for patterns.

I think this could be more likely a security change from Google site (?) because we saw this behaviour also on A11 when you want to change the password/pin manually on the device via remote control. But this is nothing verified, just our current experience.

RC
Raymond Chan Diamond Contributor
2 years ago

I can't confirm if what you observed was part of latest Samsung software updates.

However, from a security point of view, it make senses that the remote-control screen should be blacked out during pattern unlock.  MDM administrator should have no right to know what pattern/password the device an end-user set, and thus should not be able to see it in a remote control session, and  it can be even more insecure if somebody else  other than the official administrator is watching the remote-control session screen at the same time.

DP
Daniel P
2 years ago

Good Morning Raymond! 

All of our devices are Company owned. We do not have any BYOD. We previously have been able to see the pattern unlock screen and even remotely unlock it with our mouse curser. Having the ability to remotely unlock devices is a critical piece to our Support system. Our entire user base is completely supported by our approved technical staff and the use of Soti has been an integral part of our business process. We are looking to ensure we can maintain the level of support needed for our users and we have been restricted since Android 13 or potentially other updates that may have taken place.  

AF
Allen Foster
2 years ago

Raymond, 

I can understand that Corp Owned Fully Managed or Corp Owned Lightly manage and even BYOD should blank the pin/password/pattern screen but for Shared devices where everyone knows the pin that should not blank out.  And unfortunately Google demands that in order to push certs for EAP-TLS use that we have to set a device pin.  Also some apps are written that will not allow to run without a device pin in place.  So in a Corp Owned dedicated use case we should have an option for RC that allows the person doing the RC to see that screen.  With Pin and Password it is not as necessary as you can still enter the pin on your keyboard without having to see the pin but there are other cases where if you make a change that you need to see the screen to know what is needed to be entered it would be good to set it so that you can see those screens.

SD
Sander Devos
2 years ago

Hi,

We have the same issue on TC26 company owned devices.

Updated from Zebra version : 11-26-05.00-RG-U04-H26-HEL-04 to version 11-31-27.00-RG-U02-STD-HEL-04.

No Screen pattern visible anymore...

We have Mulitple Remote Sites so for us this is a big problem....

JE
Jose, Echeverria
2 years ago

Any update in this topic? Im in the same situation with A13 Samsung tablet.

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