I am planning to update a group of Samsung Galaxy Note 10+ phones from Android version 9 to the latest release of Android 11. As part of this I tried performing the update on a test phone.

Currently a restriction is configured in SOTI to stop Android updates, so I created a test group for the phone and removed the management profiles.

After the profiles were removed the OS update proceeded and all that went fine, however, a message started appearing on the screen saying: "Connection to server failed; SSL handshake failed" which I assumed was coming from the MobiControl app trying to reach the SOTI cloud server. This seems akin to the following discussion: SSL handshake failed but there does not seem to be a clear resolution to this issue.

Checking the applications list it seemed I had two versions of MobiControl - the current one and a previous version, likely the one that existed from when the phone was running Android 9. I deleted the older version; however, the newer version could not talk to the server with the Agent Status, within MobiControl, showing "Disconnected."

I deleted this version of the app and tried downloading the version from the Play Store but, after entering the Enrollment ID and trying to enrol, the process eventually timed out saying: "Enrollment failed. Please retry or contact your system administrator." I tried using the OEM download from the soti.net/oem page and choosing Samsung ELM, however, once installed I had the same result.

I really don't know how to fix this issue as I am new to SOTI and the existing configuration was already in place before I started. Any guidance on how to resolve or troubleshoot this problem would be greatly appreciated!

Thanks for your help.