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Zebra Zero Touch not correctly enrolling after Wipe command

Solved
CB
Chris Bond

Hi,

Customer has TC26 devices on Android 11. Enrolling via Zero Touch into Mobicontrol 15.5

Enrollment is fine and Mobicontrol works well, however, when I send a wipe command to the device, I expect it should wipe, start back up and re-enroll with Zero Touch.

However, the behaviour seems to be that the device thinks it's already managed by Mobicontrol but still goes through the Zero Touch setup screens. This then fails and asks be to restart the device.

So alternatively, I tested factory resetting the device with Zebra Factory reset file and script. This however leads the device to not follow Zero Touch at all until the device is at the Anroid Homescreen, at which point the device gets the normal Zero Touch message about being managed and needing to factory reset in 1 hour to get the device under managment.

In Summary, wiping an enrolled TC26 on Android 11 does not show a desired or expected behaviour.

Has anyone else experienced this who could advise what I should be doing differently? Happy to provide more info where required.

Cheers

Enrolment ANDROID ENTERPRISE mobicontrol zebra Android 11 Zero Touch
3 years ago
Android
ANSWERS
RS
Rafael Schäfer
3 years ago

2 Things:

1. Did you try to scan the Zebra Stage-Now Factory Reset in the StageNow tool for factory reset them and test again?

2. Did you also do a enterprise reset?

I mean i would wonder if this would be different but we faced issues with TC51 when using the mobicontrol wipe command. Since we use the StageNow Factory reset Barcode all is fine.

CB
Chris Bond
3 years ago

I've not tried the Stage Now barcode. I've also not run the Enterprise reset.

I'd like to leverage a remote tool rather than have the need to scan anything so perhaps I'll see how the enterprise reset goes, then run the update script to trigger the file.

The end result I want is to have a wipe command force the device to re-enroll with zero issue.

Thanks for responding and I'll let you know how I get on.

CB
Chris Bond
3 years ago

So Enterprise reset appears to be the same as a wipe command.

The QR code scan does the trick in Factory resetting the device, then allowing it to re-enroll into Mobicontrol via ZT. It doesn't then further ask to be reset as it'll will setup as Android Enterprise from Zero Touch.

The last problem to solve though is that mobicontrol doesn't recognise the device as pre-existing (not keeping current group or name) in Mobicontrol... so I have duplicates in the MDM that would need to be manually managed.

Are there any thoughts on that?

RS
Rafael Schäfer
3 years ago

That could happen if "Strict Re-Enrollment" is not set in the global settings.

But we had some trouble with devices mixed up using that so be aware of that because i don't know if Soti still has fixed that.

I also recommend to do following when you want to do such things on a device (but that very depends on the way you work and in which use cases the devices are (re-)enrolled): 

1. Scan the Factoryreset Barcode from Zebra

2. As soon the device is offline, delete (not unenroll) it from the console to be sure all old data is cleaned up.

3. Re-enroll it as usual.

Solution
CB
Chris Bond
3 years ago

Strict re-enrollment worked nicely.

So I think I've got a path now. QRcode scan for reset and Strict enrollment for the enrollment rule

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