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Problem with devices M3SM10 LTE and non LTE after update MobiControl console

Solved
PK
Plamen Kolev
Speedy EOOD

Hello, after upgrading MobiControl from version 13.3.0.2906 to 13.4 (latest MR) Devices running on the M3 SM10 LTE (Android 5.1.1) and M3SM10 non LTE (Android 4.3) can not be upgraded to a compatible version of the server .
On M3SM10LTE devices, agent 13.3.0 build 1069 is installed
On devices M3SM10 non LTE installed agent 13.3.0 build 1069

Automatic Update> Right Device Button> Allow Upgrade> Upgrade now feeds information about an incompatible device.
Attach a sample log:
Agent upgrade attempted (Unable to find matching Android Plus Agent)


Please for assistance, the problem so far 300+ devices

7 years ago
Android
ANSWERS
PK
Plamen Kolev
7 years ago

Hello, all of our issues have been resolved by

Dmitry Shesterin
Antonio Calabres

team from Soti !

Solution
SS
Support Staff Account
7 years ago (edited 7 years ago)

Hello Plamen, 

Based on the information you have provided I suspect the correct agent for your devices is not in the DataBase of the version you are using.  We can assist you with this.  

One way to accomplish this would be to visit the http://www.soti.net/oem site to find the most compatible agent for your device.  Download it and test it to confirm that the devices will enroll with this agent. If there isn't a correct agent try the Android Generic agent but keep in mind it will not have Android Plus capabilities.

Secondly, You can change the enrollment rule to download from the google play store if it is currently downloading from your server.  Select edit on the rule to see how it was configured.

Lastly if there is a compatible agent we can inject the agent into the DataBase for you.  You will need to ensure you are an authorized contact on the account and create a support ticket from which one of our Technical Support Specialists will assist you to update your DataBase.

We may have other fixes but our Support department can assist you with testing other ideas if these do not work.

I have included a link to create a support ticket for you below but to ensure you get service have your account updated with your contact details VIA contacting your Account Manager directly.

http://www.soti.net/services/support/supportcase/

PK
Plamen Kolev
7 years ago

Hello, thanks for your instructions. Before I released a checkout I checked the available versions at http://www.soti.net/oem and did not find compatible with the devices for which I am writing. All available from the site are tested. The next business day will take two and three of your instructions.

Greetings.

PK
Plamen Kolev
7 years ago

Hello, downloaded and installed MobiControl Agent From PlayStore. I attach the error when trying to enroll.



I do not find a generic Android client.

I have a query through the site and Dmitry Shesterin sends a test for the device signatures

SS
Support Staff Account
7 years ago (edited 7 years ago)

When you go to our site http://www.soti.net/oem the Android agent is listed under "Android Generic "  but the highest one I saw was 13.3.0.1071 and may not help for this situation.  

What agent version are you using from Google Play in your screenshot?   From the screenshot my guess is you are using the MobiControl Stages Agent as it has the option to download the correct agent once it connects.

I still believe option number one is the best as i see agents for your devices.  Please continue to try this and let us know what difficulties you are experiencing if any. 

M3 agent

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