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Hey all, I am Having an issue with Remote Control On android Enterprise. I am using samsung SM-T307U Tablets. The agent version is 15.3.3.1069. The tablets are on android 11, I have reverted a few to go back to android 10 and same issue.
The device do not respond to input on the bottom half of the screen in remote control. If i rotate the screen in remote control, I can interact with the bottom half I was unable to before. The device are on the newest security update.
When interacting with the top part of the screen, was the device only "responsive" (i.e. can see some seemingly random screen content change with pointer click/gesture) or was the interaction (e.g. opening folder, starting an app, etc.) actually successful.
What device skin did you choose on the problematic device? It is possible that the wrong skin (with incorrect screen resolution/aspect-ratio, etc.) had been chosen/enabled in the remote-control settings advanced-configuration. Do not use the default "automatic" options for device brand and model. If you cannot find the exact device model [Samsung Galaxy Tab 8.4 (2020) in your case], a quick workaround is to try choosing another Samsung device with the same screen resolution and hardware key layout. If found, there is no need to open support ticket to request Soti to build a new RC skin for the device of interest.
Hey Raymond, The top half of the device is fully functional. I can open any app and control it exaclty how I normally would. I can workaround the issue by clicking the rotate clockwise button twice so that the bottom half of the screen is now upside at the top of remote control and I can control it completly. Just im viewing it upside and it is not an actual fix. We use this same tablet on andorid classic and it does not have this issue. Same device skin. But we are transitioning over to enterprise on these devices and for the phones we use it works fine on remote control but the tablets do not. I will need to look into the location of the remote-control settings andvanced configuration, I do not know how to disable the skin. Im sure I sound ignorant but any help is appreciated.
If you can only see the bottom part of the screen changing while you interact with the top part of the screen, then Samsung/Soti likely need to work on fix in either the firmware or the device agent/skin to fix the problem.
However, If you can only "see AND interact" with some half of the screen at any time, and has to use your "rotate" trick to "see AND interact" another part of the screen, then it is likely that skin of the wrong resolution has been configured/selected. To check your current RC skin or configure a new one, just click on the device icon in the web console, scrolled down to the bottom-most "Advanced Configurations" section in the "Configurations" tab, and click/select the "Remote Control Settings" item.
Hi Cody Littlejohn,
Thank you for posting on SOTI Pulse!
Were you able to confirm if the correct skin is used for remote control?
Kind regards,
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