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Hello,
The remote works following a disconnection and reconnection impossible to regain control
I tried on a PDA that does not have a profile, we have the same problem.
The command does nothing:
_resetfailedrcdetectionflag
restartagent
Do you have an idea ?
Version serveur : 15.5.2.1003
Agent version : 15.3.4.1113
Plugin Version : 1.19.2.118
Android Enterprise
RC Virtual Display, Work Managed Device, Urovo MDM 1, Advanced Android Plus 1.18, 1402, 1500
Nicolas
Hi Nicolas,
please provide manufacturer and model as well.
Have you tried to do the remote connection via legacy remote control as well?
Normally if you start remote control you get asked if you want to do it "web-based" or "Downloadable Plugin (Legacy)". Choose the second one (which needs to be install on your PC but download of the installer starts automatically if there's nothing detected).
If you are not asked, go to your profile (menu on the top right), choose preferences, and enable "Ask me every time I start a session". After that retry the remote control as written above.
in fact it works in Downloadable Plugin (Legacy).
Do you have any idea how to restore Web-based?
Not really, but now you have a work around and know that in general a remote control connection is possible.
We see this as well on some devices but have currently other (more urgent) topics at Soti to be solved. I only saw sometimes a device reboot could help but not always.
I think it's worth for you to investigate with Soti into that.
And if you create a case at them, feel free to point to us/me as well if they need more examples.
And maybe take alook into this: https://discussions.soti.net/thread/zebra-et45-remote-screen-is-white
There they removed the plugin to get it working again, maybe this could be worth to try as well (didn't help us but maybe you). If you need help to check that, just ask.
Hi Nicolas,
Thanks for posting on SOTI Pulse, thanks Rafael for responding to the post.
I trust that you have already attempted the suggestions and workarounds offered by Rafael.
Allow me to contribute some additional insights. In your situation, the white screen issue during remote control may be caused by various factors. It seems that only the remote control by Assist is exhibiting this problem, while the legacy remote control functions properly.
We do have several potential solutions available, although they may not guarantee success in every case. Sometimes, updating the operating system firmware can resolve the issue. Alternatively, upgrading the MobiControl agent to the latest stable version might prove effective. Additionally, updating Soti Assist could potentially address the problem.
For other cases, further investigation would require analyzing the logs to pinpoint the root cause and develop tailored solutions.
If you have any further concerns or questions regarding this issue, please don't hesitate to let us know. We are here to assist you in resolving the issue.
Kind regards,
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |
