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Hi,
Today I enrolled 3 new devices in my SOTI instance - Honeywell CK65 with Android 13, Agent Version 15.1.5.1049
I have configured a lockdown on all of my devices (around 5000).
On these three devices (which are the only ones with this combination of model and OS version) I cannot access the admin menu by long-pressing the back button.
I made a long-press, but nothing happened.
Do you have any suggestions on how to fix this?
I can't say for sure that it would solve this specific problem but Agent 15.1.5 is particularly old relative to A13 and so an Agent upgrade is worth exploring. The large majority of A13 devices I'm managing are on 2024.x versions of the agent.
Hi Matt,
Thanks for your answer.
Today I finally have one device with me to perform some tests.
I tried to upgrade the agent to the latest version (2024.1.6.1140), but the problem persists.
The support of Android 13 has been introduced in agent version 15.3. As Matt said you should a much recent version such as 2024.x
Hi Benjamin,
Thanks for your answer.
Today I finally have one device with me to perform some tests.
I tried to upgrade the agent to the latest version (2024.1.6.1140), but the problem persists.
It wouldn’t be the first time, the whole CT60/XP family suffers from the same issue. (as an addition, only in remote)
Hi Remy,
Thanks for your answer.
In this case, the problem occurs in both remote access and physical access on the device.
If long-pressing the back button still doesn't work after upgrading the device agent, or if there are other factors that make upgrading the device agent not an option, then one possible fix is to add a new lockdown menu item to provide admin-password prompt and admin-mode access. The new profile with the modified lockdown menu payload can then be selectively deployed to problematic devices based on filters on the brands/models/firmware-version/sagent-versions etc attributes of the devices.
Hi Raymond,
Thanks for your answer.
I can't understood your answer. How can I add one lockdown item to show the admin password prompt?
Add a lockdown item which is an intent and it's package name/url is following:
#Intent;action=net.soti.mobicontrol.admin.PASSWORD_DIALOG;i.dialog_type=1;end
We use this currently as well to do this a bit easier.
Swipe up gesture also doesn't work? What about "Enter admin mode" button in device controls (especially in remote)?
Hi Wiktor,
Thanks for your answer.
Swipe gesture doesn't work.
Enter admin mode works but only if I have remote access to the device, p.e, if the device disconnects from the network, then there is nothing I can do.
Hi Miguel,
Thanks for posting on SOTI Pulse.
Thanks Matt , Rafael and Raymond for responding to the post, your expertise and willingness to help are greatly appreciated! Has your query been resolved? If this post did not assist you in resolving the issue, I believe an investigation would be necessary. It is highly recommended that you log a case so that we can delve deeper into the matter. I would suggest you to contact SOTI Support (support@soti.net) to open a new case and one of our support engineer will be there to assist you.
Kind Regards,
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |