According to the Samsung SM-T837V technical specification I found on the web a moment ago, the graphics resolution should 1600x2560 rather than 960x1536 you used in the script command more than a year ago.

Could you confirm whether your hardware actually has a 960x1536 resolution display or not?

Assuming that there is newer firmware patch released from Samsung recently and there is no need for any script based fix any more, then the usual approach to solve remote-control location sensing problem is to pick a device skin that has similar resolution/hardware-key layout as your device.  You can check the list of Samsung device with skin, and find the one with same hardware resolution as your SM-T837V.  Then set this in the remote-control advanced-configuration of your enrolled device.  Then you might be able to have a fully functional remote-control session without waiting for Soti/Samsung to find a fix/new-skin for your device.

Hi Matt,

Thank you for posting on SOTI Central.

This looks to be an issue with the RC touch calibration. Just a couple things to start with:

• Aside from the x,y resolution issue you had previously, did Remote Control ever work normally for these devices? Has there been any recent changes/updates on the device which coincides with this issue?
• Have you tried disabling the Remote Control skin under 'Advanced Configurations' -> 'Remote Control Settings' to narrow-down the problem?
• If possible, please try updating to the latest firmware on a test device

Kind regards,

We were provided a script more than a year ago by SOTI support (see ticket C00389403) to address the aspect ratio issue:

writeprivateprofstring RcResolutionFix samsung_SM-T837V 960x1536

 Is there a way to "undo" this script to see if the devices will respond normally?

The tablets are on the most recent Samsung firmware and security patch. due tot he age of the devices it is unlikely they will be updated further, they are right at about the 3 year mark.

As for the skin, I see no place to select a skin for the HTML5 remote control-- both web and Legacy exhibit the same issue. In advanced settings I selected the option to not use a skin and disabled inheritance from the folders above, after restarting the agent the issue still did not resolve. I tried using default Samsung skins for this device (TM-837V Galaxy Tab S4) or for others with similar characteristics and size/resolution but to no avail.

Try cancelling the previous fix with

   writeprivateprofstring RcResolutionFix samsung_SM-T837V 

Thank you for your reply, Raymond, but the issue is unchanged-- skin, no skin, different skin doesn't matter.

In case my description was unclear I have a screenshot to illustrate what is happening

Were you told to use any "apply" command after the  "writeprivateprofstring RcResolutionFix samsung_SM-T837V 960x1536" more than a year ago?  

If so, what was it?  Do the same after running my suggested   "writeprivateprofstring RcResolutionFix" script command.

Thanks for the quick reply, Raymond, but no-- the script I posted is precisely what SOTI provided to me.

I have a test environment with Mobicontrol v15.x,I will try a device there and see if there is any difference. I don't expect there will be as the device firmware and agent version will remain the same but I have to rule that out just in case. I will report back with my findings.

Cheers,

Matt

Raymond, you nailed it, thank you!

I know the native resolution of the device is higher than what we were using in the script and went back and forth with that with SOTI and we settled on the lower resolution because of some upsampling thing that was helping with the fix, back then using the native resolution didn't work properly. That was at least 6 Android patches ago so it is no surprise that Samsung fixed their issue and now the SOTI fix was causing problems. I should have just tried that but after weeks of going back and forth with SOTI this time last year it was stuck in my head that the lower resolution would provide better performance.

As always I greatly appreciate your help! Thanks.

Matt

Thanks for your update.

What you said was what I had guessed after looking into the device technical spec, as the resolutions 1600x2560 and 960x1536 have the same aspect ratio.

I learnt something too, as this is the first time I heard about remote-control resolution fix using RcResolutionFix script command.