Hi Paul,

is it Android Enterprise (AE) or Classic devices? if it's AE, please let us know which type, such as Work Managed, Work Profile, COPE ...

And also what is your device make and model and OS version, do you use plugin already (when available for the device model). Thanks 

The one which doesn't work may require a plugin installed or settings provided via the manufacturers oem config.

I recommend to open a ticket with Soti to investigate it as they can have a look specifically for the devices you use.

You can find the plugins here: https://docs.soti.net/mobicontrolagentdownloads/

But they should be (ideally) already available in your console in global settings -> Android -> Device Agent and Plugin

Hi Paul,

What are the Android firmware version and brand/model of the devices that have problem?

Your Android devices should be either Android+ Classics or Android Enterprise devices in Managed Device (and possibly COPE) mode.   Devices enrolled in other modes, or enrolled with AMAPI will not be supported. You can check this from the active MDM API's reported in the device details tab to confirm.  

Also, the administrator account initiating the "silent" (i.e. without requiring user consent before starting) remote-control session should should have "silent remote-control" permission enabled.    

Hi Paul ,

Thanks for posting on SOTI pulse. Thanks Raymond, Zafer and Rafael for responding to the post, your expertise and willingness to help are greatly appreciated!

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Kind Regards,