Is it happening with any specific agent version? We had same issue with multiple version of agent but can not reproduce issue to collect ADB logs for SOTI Support.

Is it happening with any specific agent version? We had same issue with multiple version of agent but can not reproduce issue to collect ADB logs for SOTI Support.

I have seen it on multiple types of devices and agent versions.

The device in question is running Agent Version: 14.1.1.1003

The MobiControl Version is 13.4.0.4730

Best Regards

Dan

If you able to reproduce issue all the time, I would suggest to collect ADB logs along with Debug logs and raise SOTI Support case. They should be able to find cause quickly.

Hello Roboto

Greetings for the day!!

Thanks for your Post to Soti Central!!

• Kindly confirm if there is a possibility to upgrade one of the test device to latest android enterprise agent version  and see if the issue is reproducable as there are some cases where similar issues reported in the past for zebra devices with older mobicontrol  android enterprise agents.
• Kindly also confirm , have you tried to remote control with both methods such as leagcy (plugin based ) or HTML5RC method and facing the same issue.
• You can also test by upgrading one of your test device by updating to latest firmware and see if it resolved the issue as in the past black screen during remote control occurred due to firmware issue as well.
• You can also try by using different browser such as chrome to remote control and if already using chrome try to use in incognito mode to access web console and remote control.

Kindly let us know after testing!!

Regards!!