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Profile not applying on Android+ Device - Error message received from device (Internal storage decryption not supported)

X
XPOITUK
Zebra (OVS) - XPO Logistics EMEA

Hi,

I am trying to apply a profile to a TC75X Android+ device but I am having issues applying the profile and getting changes to apply on the device.

I managed to get the device to apply the profile by removing it from the folder and adding it again but now any changes I make to the profile, nothing happens on the device and it just says "Pending Install".

I just checked the Logs and we're receiving error message "Error message received from device (Internal storage decryption not supported)"

This is happening on multiple devices.

android android-plus profile mobicontrol-133 zebra-tc75
6 years ago
Android
ANSWERS
RC
Raymond Chan Diamond Contributor
6 years ago (edited 6 years ago)

Have you deployed any "File Encryption" configuration in your Android profile(s) to the problematic devices?  If so, what were the options checked in such configuration?

Is the problem found consistently in ALL  devices of the same model and firmware version?

X
XPOITUK
6 years ago

Hi Raymond,

Thanks for the reply. File Encryption is not being used on any of the profiles.

I've just had a look, the profile seems to be applying okay when you put it into the folder for the first time but any changes you make to the profile do not work, it just gets stuck on "Pending Install" This happens to both the TC75s and TC75Xs which are the only devices we use on this system.

The TC75 is on KitKat and using agent version 13.3.2

The TC75X is on Nougat and is using agent version 13.6

Our MobiControl server is on version 13.3.0.3690

SW
Shawn, Wilkerson
6 years ago

What are the contents of the Profile?

You May want to ensure that a second profile with the same configurations/payload is not also targeting the respective device(s).

X
XPOITUK
6 years ago (edited 6 years ago)

Hi Shawn,

There's only one profile assigned to that folder.

The Profile includes:

  • WiFi Settings
  • Feature Control - Disable NFC, Disable removal of MobiControl agent
  • Phone Calls - Deny 0800 numbers (Outgoing)
  • Application Run Control - Blacklist DataAnalytics (Was causing us mobile data issues)
  • A lock down screen with 5 programs on it
  • Settings manager to allow user to configure Bluetooth
  • Security Authentication for admin password
  • Some packages totaling less than 5MB

Thanks.

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

Your  v13.3.0.3690 server sounds a bit too old to work properly with the v13.6 device agent on your TC75X   You probably need to check the server or device log to confirm if the above is the real cause of your problem.   If so, you might need to consider if

(1) you need to use an older  (v13.4, or v13.5 if you need Bitdefender antivirus ) device agent to work with your TC75X, OR

(2) a server upgrade is needed. 

For (2), a recent v13.4.0 may be a good choice if you still want to support your TC75 running KitKat and using version 13.3.2 agent, as I guess these TC75's will have problem if you upgrade to v14.x server.  In any case, consult with Soti support and do your homework in a test environment to confirm if my wild guesses above are valid before you do mass-scale change to your production system.

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