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Zebra MC9400 unattended remote control

MP
Michele P
LUCART SPA

Good morning, i have a brand new Zebra MC9400 that i am trying to enroll in soti mobicontrol, but i can't figure out how to make the unattended remote control to work.

I followed the guide here: Enable SOTI MobiControl Remote Control for Android Enterprise Device Owner (AEDO) Mode (zebra.com) that says that this new models doesn't furhter need the Zebra soti plugin Zebra_Legacy_RC_AE_1.16.10.121.pcg.  Without this package in the profile, i can only connect to the device (on the device screen is also prompted to accept the screen casts request) but i can't interact with the device, that is mandatory for our enterprise requirements. I also tried to add the package Zebra_Legacy_RC_AE_1.16.10.121.pcg in the profile (it was working with MC9300) but with no luck , it won't install in the device.

My question is, why is the remote interaction not working ?

Our mobi control server version is 14.2.0.2894 (cloud appliance)

Many thanks,

regards

zebra mc9400 mobicontrol soti
a year ago
Android
ANSWERS
LC
Leon Callsen
a year ago

Hi Michele, 

I think you need to update your MobiControl instance. 
Normally there should be an option to download the latest Zebra plugins on MobiControl itself. 
I can use my MC94 this way and it is a full remote control. 

MD
Matt Dermody Diamond Contributor
a year ago

I have deployed numerous MC9400 devices across multiple SOTI instances and can attest that you no longer need the OEM specific plugin on these newer Zebra devices for Remote Control to work. I can't say exactly what minimum version of the agent you would need to be using but all of my MC9400 are on agent version 2024.x.y+. I would tend to agree the MC version does appear to be a little suspect relative to managing these A13 based devices so that may be an area of investigation. I don't have any MC9400 in anything less than a v15.5. Before pursuing that upgrade however I'd investigate the agent version first. Also try the simple steps like rebooting the device post enrollment and sending the retryrcdetection script before getting too far.

MP
Michele P
a year ago

Hi Matt, thanks for your response. The installed agent version is 2024.1.4.1149

I was also a bit concerned by the MC version, maybe since it is and old version it doesn't have the correct API to permit the remote control on newer android version. I already tried to reboot device, i will try to send the script you mentioned. Many thanks, regards

 
RC
Raymond Chan Diamond Contributor
a year ago

MobiControl v14.2 is a bit old, but upgrading the server needs careful considerations especially when the number of device platforms, device models/firmware versions or number of devices are large.

However, it should also be pointed out that it is not ALWAYS necessary for the MobiControl server and all the enrolled device's agent to have the same major version.

If the risk/cost of upgrading the server is considered to be too high, then check if you can retry getting the remote control API active on the device first.  If no progress can be made, consider using a more updated (but not necessarily the latest) device agent which also function properly with your current server. for the the policies your implementation is using.

MP
Michele P
a year ago

Hi Raymond, we have more than 100 devices enrolled in soti, and this is an isolated case, so i don't think that upgrade MC is worthy (since all other device are working good) as soon as we won't have different needs. I will try to use different agent version, maybe the version i installed (the latest at the moment of enrollment) is too updated for the MC server version.

Many thanks, regards

C
CKMOD@SOTI
a year ago

Hi Michele,
 
Thanks for posting on SOTI Pulse, Thanks Matt and Raymond
for responding to the post, your expertise and willingness to help are greatly appreciated!
 
Have you had an opportunity to test the suggested solutions by Matt and has it successfully addressed your query?
 
If not, or If you have any additional questions or concerns, please don't hesitate to reach out. We're dedicated to providing assistance and support.

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