SOTI Pulse Logo

Remote control session created for device id: 'f3.....' but the remote session application does not start

ZV
Zdenek Vojc
E.ON Ceska Republika, s.r.o.

SOTI server : 2024.1.1.1053 OS: Win server 2022

Device Agent:  Android enterprice 2024.1.6.1140

device: TC77

OS: Android 11

If I press the REMOTE CONTROL button the app won't start at all. The device is online and everything is working properly. Remote control addon is properly installed and SotiRemoteControlLauncher is launched. On some devices, romte control will start. That's about 50% of the devices for which the remote control cannot be started.
Script was sent to device (_resetfailedrcdetectionflag restartagent), did not help.
We restarted the services on the server, it didn't help.
What next?

a year ago
SOTI MobiControl
ANSWERS
RS
Rafael Schäfer
a year ago

As you use 2024.1.1, did you update the locally installed legacy remote control as well or are you trying RC via web-view?

ZV
Zdenek Vojc
a year ago

We use locally installed legacy version: 2024.1.1.0 . 

It works for about half of the devices, not for the other on the same computer. The configuration and device type is the same.

RS
Rafael Schäfer
a year ago

And network and eveything is the same as well? 

then i would recommend to go through a Soti support case.

ZV
Zdenek Vojc
a year ago

The problem is caused by diacritics in the device name. Versions before 2024 did not suffer from this bug

A
ABMOD@SOTI
a year ago

Hi Zdenek,

 

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

Apologies from our side, for this particular issue we need to investigate further.

We request you to please raise a support case at log a case so that our agent can work on your query as quickly as possible.

 

Regards,

Similar Discussions