You will fail if you proceed with what you describe.

All the so-called MobiControl device agents from Google Play Store are agent intallers rather than than the real device agents.  The real device agents are in your MobiControl server or downloadable from https://docs.soti.net/oem.  You should download the Samsung v13.5.x Android+ agent apk to get best support for v14.x server and Android 7/8.  Install the apk agent on your Samsung device, and input the enrollment ID for your Android+ Add-devices rule.  Once enrolled,  the Active API should show Samsung MDM #.# and also RC1.  With this RC1, your remote control session should function properly.

Next,  your device enrolled with Android Enterprise agent is in work profile mode, primarily used for BYOD, and  hence no remote view/control is allowed.    The app icon on the home screen has an orange mark at one bottom corner.  To have remote control, you need to get the device in "managed-device" mode.  The device must be factory reset, and you have to input afw@mobicontrol when you're prompted for the google account name.  Follow whatever instructions are shown and you should be able to get the AE/AFW agent running in managed-device mode.  Of course, you need to have a properly configured Add-Devices rule added.  Choose "Managed Google Play Accounts"  in the Android-Management tab.  You will be temporarily brought to a Google's Portal and you have to add an MGPA account there.   Your device needs to get some AE/AFW related software downloaded from Google, before you can get a machine generated Google account automatically assigned to your device.  If everything's OK, the Active API on the device agent should include both "Work Managed Device" and RC1.

 In either cases, if the RC1 is missing in the active API field, you can then send the script

    _resetfailedrcdetectionflag

    restartagent

(in two lines) to try to fix it.

What is the version and build numbers of your server?  And of the device agent on your problematic devices?

Did you send "_resetfailedrcdetectionflag restartagent" in one line or two lines?

What is the "Active MDM api" reported in "Device Configuration" tab of the device agent on the problematic device before and after sending the script?

Did you re-install or get  prompt to reinstall MobiControl remote control plug-in on the Windows  PS requesting a conventional remote-control session?

Do you have any device you can successfully have conventional remote control session after the upgrade?

Do you have any device you can successfully have html5 remote control session after the upgrade?

Version of MobiControl on the server is 14.1.5.1284 and the device agent version is 13.3.0.1071.

I sent the script as it is shown, in one single line as SOTI support stated it would work in that manner.... I've also now tried this on 2 separate lines.

On one of the tablets, the Active MDM API before sending the script states "Generic, No RC" and after sending the script there is no change.

When using Remote Control on one of the HHT devices enrolled with MobiControl you can see that the Remote Control option is available and I am able to use both the SOTI Assist and legacy methods to control this device.

However, the Remote Control option is not available at all for Android devices.

I'm assuming this all boils down to the device Agent, the device is enrolled as an Android device and the standard MobiControl Agent was installed on each of the devices (https://play.google.com/store/apps/details?id=net.soti.mobicontrol.generic.installer).

Thank you for your assistance so far, it's much appreciated.

Hi Becky,

Your device agent installed on the Android device is a generic Android agent, thus no remote control session is supported. I don't know why Soti support asked you to send that script.  RC just won't work with generic Android agent.

What is the brand and model of your problematic device?  If there is no corresponding Android+ device agent is available for this brand & model,  your only option is to see if the model support Android Enterprise (previously called Android-For-Work) Managed-Device mode.  If so, with your device factory reset and properly enrolled with the AE/AFW device agent, you can at least have remote view on the device.  Full remote control (pressing key, etc) still need corresponding AE/AFW plug-in for the device brand/model.

If you can get a compatible Android+ device agent installed on your device, you also need to add a new add-devices rule for Android+ devices.  If you have to try AE/AFW device agent, you also need to add yet another add-devices rule for AE/AFW device enrollment.

I had a feeling that may have been the case, I've now created an Android+ Add Devices rule and applied this to the device groups. 

All tablets are Samsung Galaxy A6, I have 3 SM-T580 models and 1 SM-T585 model (only difference is one does not have 3G/Sim card).

On one of the tablets I've installed MobiControl Enterprise Agent, on another I'm trying to install the MobiControl for Samsung (Android 6.0 or under) but as my tablet is on Android 7.0 it does not seem to want to connect to the server (enrolment failed).... it doesn't look like there is a newer version on Google Play Store.

On the tablet which has MobiControl Enterprise installed I can now see Work Profile, Remote View under the Active MDM API so this should now be working although I'm yet to test it.

I think I may have to go down this route with the other tablets if I'm unable to source an Agent for Samsung (Android 7.0 or greater)

Again, many thanks for your help... I appear to be getting somewhere now!

Awesome, you are a star!

I downloaded the Samsung OEM from SOTI and can now happily Remote Control fully to the devices.

Once again, thank you for your support....I needed to get this done before Thursday and I'm still waiting for a response to my email yesterday from SOTI!

One thing I might add is that I believe you'll want afw#mobicontrol instead of afw@mobicontrol. It's possible that the @ sign works as well but I've only ever used #.