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Impossible to access internal memory (sdcard)

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GB
Giuseppe, Brando
Aton Spa

Good morning,

it is impossible to access the internal memory through the remote control. If I enter the "sdcard", I see a blank page and not the usual folder structure. Plus I can't transfer any files, even with any file sync rule which always returns a sync error.

I'm absolutely sure the privileges to access the internal memory are granted to the MobiControl agent, I double checked in the Settings/App/MobiControl/Authorization page too.

I'm also sure the correct plugin is installed, since I can remote control the devices.

What could be the problem? Is there any script I may try to fix this?

Below some information:

MobiControl version: 15.5.0.1021

Agent version: 15.1.5.1049

Manufacturer: Emdoor

Model: RD86QE (EM-Q86)

Android version: 10

Enrollment type: Work Managed Device

Below some screenshot where you can see the impossibility to access the internal memory, both from remote control (web and plugin) and file sync rule:

Thank you

3 years ago
SOTI MobiControl
ANSWERS
RC
Raymond Chan Diamond Contributor
3 years ago

I did a quick test with exactly the same server and agent version as yours ib a Samsung device enrolled in AEDO mode same as yours, and could not find any problem.  I believe your problem is likely related to your device firmware  or plug-in.  If you have other models from the same brand, maybe you can perform the quick test.  If it is successful, the plug-in should be fine, and the primary source of the problem can be narrowed down to your device model.  Assuming you have really granted all the required app permissions, then you might need to contact your OEM device support to alert them of possible bug in the firmware.  

Your other screenshot showed that file-sync operation also has some problems, which according to the log message posted, may or may not be related to the file access issue observed in your remote control sessions. Have you tried using another file-sync rule to possibly check device file-read permission in the upload direction? 

GB
Giuseppe, Brando
3 years ago

Hi Raymond,

i confirm that enrolling devices from other manufactuers the issue isn't there. It looks like something related to this particular manufacturer/model. 

About the file sync, all the rules I created have the same outcome: they just fail because the internal memory is not accessible.

I was wondering if there could be a script or something else to "force" the internal memory access.

RS
Rafael Schäfer
3 years ago

Check if following script will help:

request_appops_permission MANAGE_EXTERNAL_STORAGE
 
You get a mnaual prompt to give Mobicontrol agent access to external storage (if not already the case).
If it appears, you have a plugin issue, not granting this permission and you should create a case to Soti.
GB
Giuseppe, Brando
3 years ago

Hi Rafael,

I tried that script, but nothing happens in the tablet screen. From the logs it looks like it went through (no errors), but it seems it has no effect.

This is the installed plugin: Emdoor_EM-Q16_RD16Q_sotienterprisefullmdm_1.18.2.101.apk, and it is the latest available one. 

RS
Rafael Schäfer
3 years ago

Then i think the device has given access to mobicontrol but not working correctly. We had the same issue in the past on A10 and A11.

Soti was able to solve it together with the manufacturer with a new version of the plugin. So, you should open a case at Soti and maybe also get in contact with your support at the manufacturer to get them together fast and hopefully get a solution soon.

Solution
GB
Giuseppe, Brando
3 years ago

Hi Rafael,

thank you, I did as suggested and asked for a new plugin to SOTI support. 

Best regards

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