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Zebra TC58 remote control only white screen

Solved
FG
Fabian Gysel
DPD (Schweiz) AG

Hello everyone,

I have purchased a new Zebra TC58 device (Android 11) and would like to be able to control it via SOTI.

It has been staged with Android Plus using an Enrollment ID directly, so the SOTI agent is present right after setting up the device.

The remote control function is not working correctly because when I try to remotely control the device, only a white screen appears. However, the device activates the screen as soon as I attempt to access it (indicating that it recognizes my attempt to access), but I can neither see the device in the browser nor control it.

This issue persists even after reinstalling the profiles, restarting, or checking in.

Initially, I thought it might be due to the OS version, so I updated it to 11-25-02.00, but this did not resolve the problem.

Have I missed something? Can someone help me further?

Thank you and kind regards.

SOTI Device View

SOTI Remote Control

SOTI Agent

Remote Control Issue soti Device Management Zebra TC58 Android 11
2 years ago
Android
ANSWERS
MD
Matt Dermody Diamond Contributor
2 years ago

I have found that with the recent Zebra devices like the TC53/58, ET40/45, and ET60/65 that Remote Control only works reliably when the plugin is NOT installed. I exclude the Plugin installation from these device types in SOTI environments as it appears to be doing more harm than good. Zebra hasn't signed a new version of the plugin for their devices in years and as a result SOTI has put more and more Zebra specific capability into the generic Android Enterprise agent. There is less and less need now to even use the Plugin any more on Zebra devices but SOTI has done a very poor job of making that information known or publishing any sort of feature matrix that explains what the Plugin is even necessary for anymore on Zebra devices. I've had to find out through trial and error that the Plugin isn't needed anymore for my use cases on newer non-Helios Zebra devices in SOTI. If you uninstall the plugin and restart the devices I bet you'll find that Remote Control works. 

Solution
FG
Fabian Gysel
2 years ago

And how right your bet was!

Thank you so much!

GD
Gábor Derdák
a year ago

Dear Matt, Please help for me. You mention plugin, can you write to me please How can I do this? Many thanks information and help. Br Gábor 

OK I find the package name: 

net.soti.mobicontrol.androidplus.zebra

 

 

ZC
Zafer Cigdem
2 years ago

Hi Fabian,

It looks like there is a kind of Remote-Control session, as I can see the folder path and information panel at the top-right corner, but not for the device screen. So, when you try to use legacy remote-control option, is it same? If it is working well while using legacy remote control, the issue may be related to skins of the device.

And if you have same device model with a lower then 2024.0.1 agent version, do you have same issue? 

Zafer

M
MPMOD@SOTI
a year ago

Hi Fabian,

Thank you for posting on SOTI Pulse! 

I am glad to see that your issue is resolved. If you have any other questions, please feel free to reach out to us.

Kind regards,

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