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Hello,
I'm testing out Android 11 on the Zebra MC9300 and I'm unable to see the folders under sdcard\Android\data when using the remote control tool. I have verified the MobiControl application has all the permissions enabled. Any ideas on what I can try?
Agent Version: 15.1.0 Build 1045
Active MDM API: Zebra EMDK, Android Plus 1.6, Work Managed Device, RC+ (1.19.0.100)
MobiControl Version: 15.3
Thanks,
John
This is unfortunately a fundamental change that has been introduced by Android 11+. Apps are no longer able to view, read, or write from another app's scoped storage directory (i.e. /sdcard/android/data/....). You are not missing any permission or configuration setting, this is how it will be with Android 11 and higher moving forward. You need to find alternative means of configuration for your apps if that is what you were using scoped storage for previously as EMM agents do not have the permissions to be able to manipulate those directories on Android 11 and higher.
https://developer.zebra.com/blog/scoped-storage-enterprise-applications
That is a big problem when one of our application vendors is telling us to grab log files from a specific directory that we no longer see. That doesn't help us troubleshoot remotely - now we will have to put our hands on the device to tether it to our pc so we can get the log files they are requesting. That could be a lot of downtime for the device before it physically makes it back to the office.
Believe me, I'm not happy about it either. This is going to create major headaches for the next 18+ months getting transitioned to new methods of app configuration and troubleshooting. But if you're going to have to take it up with someone it's going to have to be Google as they are the ones forcing these restrictions down. Android is arguably getting worse for the mission critical device sector with these sort of consumer minded restrictions. This was not caused by Zebra or by SOTI, they actually both are providing recommended steps of remediation. I know this is a SOTI forum but you can see that AirWatch/WS1 has published similar guidance indicating that this is an industry wide problem:
https://kb.vmware.com/s/article/85573
I would recommend reaching out to the app developer to explain the reality of the situation. Depending on how much control over the app they have they could request the manage_external_storage permission that would regrant their app access to shared storage directories in the sdcard. This means they could read and write to another folder in the /sdcard/, and have the SOTI agent also be able to read and write from those directories. note that the SOTI agent is also able to read and write from shared storage on A11 with Zebra devices because Zebra is silently granting that permission to the SOTI agent via MX. This is an added benefit you have of using SOTI + Zebra that you would not get with other EMMs or manufacturers.
One workaround option you may have if you just need to pull off a log file from scoped storage directory is to use the File Browser app on the device via Remote Control interaction and then copy the file in that folder and move it into another folder (i.e. /sdcard root or /sdcard/download) that you do have visibility to via the File explorer in Remote Control. From there you should be able to download it off from the device.
