Devices Missing from the SOTI XSight App Usage Dashboard

Devices are missing in the App Usage dashboard. This is reflected in the device count between the Battery dashboard and the App Usage dashboard. No foreground data is tracked on devices.

This issue is related to device permissions. It can be present in any device OS version or SOTI XSight agent version.

Devices are missing in the SOTI XSight App Usage dashboard. This is evident in the difference between the Devices Reporting count in the Battery dashboard and the App Usage dashboard for the same period.

When you select the Device Spotlight view on an affected device (present in the Battery Dashboard but absent from the App Usage dashboard), the foreground usage chart is empty.

A way to prevent this issue from happening is to ensure the Usage Access permission is granted to the SOTI MobiControl agent either manually or by selecting it in the Permissions section of the Enrollment Policy wizard.

This issue happens when the SOTI MobiControl agent does not have the Usage Access permission. This permission is necessary for the agent to track foreground app activity. The SOTI XSight agent relies on the SOTI MobiControl agent for foreground app usage data collection. If no foreground app usage is recorded for a device, it will NOT appear in the App Usage dashboard.

1. Send the following script to devices:

request_appops_permission android.permission.PACKAGE_USAGE_STATS

This script generates a prompt on the SOTI MobiControl agent asking the user to grant the permission.

Note: If the device is locked down to disallow access to settings, further access is blocked. 

2. Tap on the prompt to access the Settings page for this permission. Select SOTI MobiControl and toggle the option on to grant the permission.

Alternatively, grant this option manually by navigating to the Special App access page within settings.