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Device won't enroll

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JB
Josh Bradley
Microlise Ltd.

Hi, 

I have a device that I have had in our live system many times that won't enroll now! 

I am provisioning the device as an Enterprise device by scanning a QR code from the GMS screen but it keeps failing on the Connection To Server screen. 

The device will enroll into our test system straight away but when I try to enroll back into the Live system it just fails. 

The logs from the MobiControl application just say "Connection to server failed" 

Is there a cache or something that I can clear that will help with this? 

   I've tried to perform a factory reset several times and replace the OS on the device. 

The device is a Zebra TC77. 

android-enterprise enterprise-support enrollment-issue zebra-tc77
6 years ago
Android
ANSWERS
AW
Adam Williams
4 years ago

Hi Josh, 

I believe a fix to this issue will be to request the device to be removed from the SOTI sql database. If you have an on premise instance then I believe this can be done yourself, otherwise a SOTI support request to remove a device should also do the trick.

Note that "deleting" a device from the mobicontrol web console DOES NOT remove it from the SOTI database.

See my similar question and its discussion here - Re-Enrollment Limit (soti.net)

Adam

Solution
RC
Raymond Chan Diamond Contributor
6 years ago (edited 6 years ago)

Is the problem repeatable for other device(s) of same or different brand/model on the live system?

Have you deleted the device icon from your live and test systems before you try your re-enrollment?

Have you made any change(s) to server configuration with MCadmin.exe after you created the add-devices rule used for the enrollment?  If so,  have you tried adding a brand new add-devices rule and retry its enrollment?

JB
Josh Bradley
6 years ago

Hi, 

I've enrolled a "sister" device (same make and model) at the same time a I've tried to enroll this device. 

I have deleted the device from the WebConsole also. 

I don't believe anything has been done to the server configuration but I've also tried a new rule and have successfully updated the enrollment profile. 

JB
Josh Bradley
4 years ago

Hi Adam,

Thanks for responding, you are correct. 
We raised a case with SOTI support desk who found that this may be a bug in the version of the system we were running.
We've since upgraded (Between Christmas and New Year 2020) and haven't seen this issue again since. 

For information - We are now running V15.2.3.1033

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