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Losing Gmail Activesync Policy on Password Expiry

AR
Adam Roberts
East Midlands Housing Group

We've received a number of reports of people losing their email configuration on Android Enterprise enrolled devices.

This only seems to be occurring when their password is changed, to resolve the issue we have to revoke the Exchange ActiveSync policy from the device via MobiControl and them install again, which then prompts them to input their email address, username and finally password within the Gmail app.

We mainly use Samsung Galaxy A20e devices throughout but there are some legacy devices still in circulation.

Any advise to stop this happening will be very useful.

Thanks in advanced.

android android-enterprise gmail echange activesync
6 years ago
Android
ANSWERS
SS
Support Staff Account
6 years ago (edited 6 years ago)

Hello Adam, 

Thank you for requesting a response from SOTI Support Staff. 

In order to research if this behavior has occurred before can you please tell me what version of MC Server and device agent version you are using on your Samsung Galaxy A20e devices?  

Regards,

AR
Adam Roberts
6 years ago

Hi,

Our MobiControl Server is currently sat on v14.1 - Build 1152 and the agents vary depending on when they were deployed.

They vary from version 13.6.0.1257 -> 13.9.0.1046.

Many Thanks,

Adam Roberts

AR
Adam Roberts
6 years ago

After some further reports and investigations we believe this may be down to the GMail app updating.

We obviously don't want block updates for the app due to security etc......

Can anyone please help us with this?

SS
Support Staff Account
6 years ago

Hello Adam, 

What are the steps you are taking, that lead you to believe that the update is causing this?  Also, are you experiencing the same behavior on all agent versions?

Regards, 

P
Phil
6 years ago

For me, people on LG G5 lost their email config for unknow reason. Other phone brand I have don't have this kind of problem.

The password is not expired. I use mobicontrol version 14.4.3 and agent 13.8 or 13.9

I need to revoke mail rules and reapply. 

AR
Adam Roberts
6 years ago
Hi, this is happening across a number of different agent versions but not to every user it looks like. It’s so difficult to point a finger at 1 thing other than them being the same device. We’ve got 1 specific user that it’s happened to at least 5 times now, we have since factory wiped the device and re-enrolled it. Fingers crossed, but they have not reported any further issues. I’m glad it’s just not us having this issue, I was starting to feel like I was going mad.
AR
Adam Roberts
6 years ago

So we've received confirmation that the issue has reoccurred again on the device I mentioned above.

This phone has the latest agent version and the latest Android OS.

SB
Simon Breuer
5 years ago

Are there any known solutions for this problem?

Some of our users (mainly Samsung Galaxy A40) are losing their GMail profile aswell.

It has to be reassigned via SOTI MobiControl.

AR
Adam Roberts
5 years ago

Nope, still having the issue now.

The only temp fix he can currently do is to revoke and reapply the policy.

Its that or don't have an email policy at all and let the users configure the emails themselves, which will obviously cause issues for them and us.

J
JVMOD@SOTI
5 years ago

Hello Adam Roberts,

Thank you for your response,

Please raise a support ticket(Click here) or call +1 905.624.9828 to assist you on this issue as we need to access your server and troubleshoot further.

Regards,

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