Hi Matt

As mentioned I won't go into specifics why migration to enterprise can't take place currently as we aren't in any position to do so.

There were some conflicts of set up when testing the set up of a device and at this stage its not feasible to migrate devices.

I was wondering whether this has occurred for other people and what the resolution was. Weirdly, the affected user has not complained once in about just over 1 week now, this was occurring at least twice a week before.

Hi Raymond

Yes device settings are allowed in lockdown but not from notification panel as thats disabled. The test user has been myself (just testing compatibility and settings on the device), and one other who works on street. I noticed on enrollment that despite telling the agent to grant MobiControl specific permissions that not all would be enabled when checking the App Management section of the tablet settings. Changing this however doesn't really appear to have made a difference.

Is it possible a cloned lockdown but with modifications specific to the device would cause the menu to crash? And how much reliance is there to the playstore services is there for the agent to operate? I notice on ocassion that when the play services update that this might occur so I am wondering what impact this would have. Likewise could the System Webview updating cause the error to occur? As I mentioned, revoking the lockdown and re-applying fixes the issue.

Many thanks

Warren

Hi Raymond

Firstly, I think you should not rely on the options set in your enrollment policy to grant all app permissions for the device agent.  Make sure you grant the permissions manually during device enrollment.

We have begun checking all permissions for future enrollments to be sure all the permissions are granted. We are trying to come away from A9 so as you can tell things are quite different than we are used to.

Would you mind sharing the reason(s) why you choose to use classic Android+ instead?

Unfortunately, our eco system has long since been part of A+ Classic, and prior to myself taking ownership of looking after the solution (as no one would take full responsibility) I have come at it completely fresh. Prior to me doing this some 3 years ago, I had zero experience managing an MDM solution despite my IT roots in the company. I am the only engineer currently looking after the solution, as a result my experience in Enterprise is next to nothing. I had a brief spell of testing Enterprise enrolment which did not go particularly well. Some functions didn't appear to work correctly based on our current setup and there was in my view quite alot to take in for it being first time experience. Unfortunately as we are so busy now looking after over 800 on street people and with there being 2 of us to look after them with myself being the admin, finding the time to go through properly and learn is proving difficult and desperately we are looking to move onto the Tab Active 3's due to increases in the number of on street staff and our lack of viable devices.

 Thirdly,  would you mind sharing the version of all the Samsung Knox libraries reported in the software tab of the device information with device's Settings of your Tab Active 3.

Certainly.

Knox 3.9

Knox API level 36

Knox ML 1.3

DualDAR 1.5.0

Finally, based on the problems you encountered in the past period, have you narrowed down the occasions/conditions after which the problem is found/detected?   The information might help me duplicate and/or detect the same problem If I do tests with my Samsung devices

This one is a difficult one. I have tried changing the default home screen within MobiControl app as I noticed at one stage it had changed itself from MobiControl to One UI as the Home Screen thinking this would help which appears to not have.

The common factor in this that I have noticed is that when this has occurred I have seen that at some stage the play services have updated themselves as the tablet then starts notifying (quite frequently) that a number of apps require the services to be operating to function. This actually ends up spamming the device with notification sounds when this takes place. I am noticing also that around the same time, System Webview receives updates via the playstore. To counter this as a testing point I have used scripts to disable updating System Webview and the play services - the current devices were on the latest version at that stage anyway so I will allow some time for further testing to see if that counters the problem. Currently there is no heavy realiance on those services for our apps as they run from older libraries currently so I have advised our app team to notify us if this chances so that we can enable the updates again.

FYI our MobiControl server is running on 15.5.1 - Agent installed is 15.3.1 - though I currently also have one of the on street test users running 15.3.3

Thank you

Warren

Hi Raymond

I thought I would come back and just advise that I found the solution to the problem. It turns out that System Webview was the culprit and for some reason in lockdown which we never had to do before we had to whitelist it to be able to run in the background as we use application controls on lockdown.. after turning on debug logging we could see that after a lockdown was refreshing it was re-applying our whitelist and just treating the system webview as a blacklisted app which caused the Soti menu to crash and then not be able to load. For now at least this saves us the hassle of moving to Managed when we are not ready to. For our needs currently this will do and will get us by. Not sure how helpful that will be to anyone but thought I would update here.