General

How can I add a .apk file to an Android device?

Navigate to packages screen from the menu and then click on new package. Drag and drop the apk, then hit upload. If any script needs to be executed prior or post installing apk, then please check a package from link: SOTI MobiControl Product Support

How do I add enterprise binding post-enrollment?

If you have an enterprise account binding on MobiControl, you may add the account on an enrolled device. To do this, send a Reset Account action to select the enterprise account binding to use. See Available Device Actions in the SOTI MobiControl Online Help for more information.

Can I block certain settings/websites using MobiControl?

See Feature Control and Lockdown in the SOTI MobiControl Online Help for more information.

How do I opt out of Windows Notification Services (WNS)?

See Opting Out of the Windows Notification Services in the SOTI MobiControl Online Help.

For more information, see:

• How to Enroll certificate-based Windows devices - https://discussions.soti.net/thread/windows-10-device-enrollment
• Impact of Android 11 Scoped Storage Restrictions on Android Agent - https://discussions.soti.net/articles/impact-of-android-11-scoped-storage-restrictions-on-android-agent

I am trying to update my MobiControl license, but it is failing to generate the license for an on-premises server. What should I do?

See Activating SOTI MobiControl in the SOTI MobiControl Online Help for more information.

I am getting an error while uploading a newer version of a package in MobiControl. What should I do?

If you upload an existing package to MobiControl, the version number must be different from the current one. You can also create a package using MobiControl Package Studio, change the version string, build it, and then upload it to MobiControl. See Adding Packages to SOTI MobiControl in the SOTI MobiControl Online Help for more information.

Can I configure a device to be shared between different people?

Yes, devices can be shared  between different users for Android and iOS only. Based on the user’s login, applications will be downloaded on the device and once the user logs out, next user can login. More details can be found at Shared Device Setup.

Unable to find “Enterprise Resource Gateway” existing connections in V2024?

The ERG connections can be found under Global settings, MobiControl services. please see Generating ERG Installation Files (soti.net) for more information.

How can I setup an alert from MobiControl to a Webhook application?

MobiControl 2024 and above can now provide real-time external notifications to third party applications via Webhooks. for more details on Webhook see Creating a Webhook (soti.net) to trigger webhook actions using signal policy, more information can be found Using Signal Policies to Trigger Webhook Actions (soti.net)

Can I use Java-Script in packages deployed to devices?

1. Yes, you can. You will need to add the below line to the beginning of the script:
1. #!/usr/bin/env js
2. You will also need to remove the example from the script as well.
1. ;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
   ;
   ; Post-Install Script File
   ; Date Created: Day, 01. Month Year
   ;
   ;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;

Device

Can MobiControl help if my device gets lost or stolen?

Yes, if your device or password is compromised, report the incident to your organization immediately. We can use MobiControl to locate the device and remotely wipe any managed data. See Out of Contact in the SOTI MobiControl Online Help for more information.

I cannot create a Google account after enrolling my device in MobiControl. Whenever I try to sign up, I get the error “This service is blocked by your administrator.” What should I do?

To create a Google account, push a profile called “Feature Control” to the device. In the Security section of the profile, under the Allow Account Creation setting, select All from the list. Save the profile and assign it to your devices. See Feature Control in the SOTI MobiControl Online Help for more information.

How do I reset Google binding to the device?

On the device, go to Device Actions and search for Reset Account. Select the Google Binding you want from the available options. See Available Device Actions in the SOTI MobiControl Online Help for more information.

Can a software update be deactivated on a device?

Automatic operating system updates can be scheduled or postponed. A System Update Policy payload can be added to the profile and pushed to the devices. See Controlling System Updates on Android Plus Enterprise Work Managed Devices in the SOTI MobiControl Online Help for more information.

Our devices are consuming more battery life than they used to after we pushed some recent profiles. Could the applications pushed with the profiles be draining our devices?

If the applications you pushed always run in the background, battery consumption may increase. Correct the issue by sending a foreground enable legacy mode script to the device so that running applications are visible and can be closed by the device user when they are not needed. See Script Commands for Android Classic Devices in the SOTI MobiControl Online Help for more information.

Does MobiControl display information for both SIMs for device that have dual SIM functionality?

Yes, as of v2024 of MobiControl, Secondary SIM information is displayed in the device details tab in the Web Console.

App Policy

I applied an app policy on an Android device. Why is installing the application taking so long?

When an app policy is applied, SOTI sends the configuration to the Google Play Store to install the app on the device in a work-managed enrollment. Before Google Play Store can install an app, it performs a few checks, such as a device's Wi-Fi connection or battery level. If any criteria are not met, the app will not install. However, you can send a profile using Managed Google Play payload with the Maintenance Window option enabled. This profile expedites installation by bypassing Google checks. Also, ensure the app policy you created has the same managed Google ID as when the device was enrolled. See Using App Policies in the SOTI MobiControl Online Help for more information.

How do I change the managed Google ID that I used when I enrolled an Android device?

Ensure the new account is added in Android Enterprise in the MobiControl Web Console. Once you add the account, use the Reset Account device action to change the Google ID binding. See Adding a Google Managed Enterprise to SOTI MobiControl and Available Device Actions in the SOTI MobiControl Online Help for more information.

How can I install applications on devices in MobiControl?

To install applications, create an app policy. In the app policy, you can select which apps are mandatory. See Using App Policies in the SOTI MobiControl Online Help for more information.

For Android Enterprise work managed devices, how can I automate downloading an app through an app policy on lockdown?

You can create a profile with Managed Google Play. Select the Always Update option and assign the profile to devices so that they will download the apps from the app policy. See Managed Google Play in the SOTI MobiControl Online Help for more information.

Device Agent

How can I identify an application's bundle ID?

1. Ensure the device is out of lockdown or kiosk mode, and that the device agent is in Administrator mode, then run the application for the Bundle Identifier you are trying to retrieve.
2. While running the application on the device, send the following script in Legacy mode: identify_activity.
3. Once the script is sent, go to Device View > Logs and double-click the log entry message retrieved after the script ran. The message displays the Bundle Identifier for the application executed on the device.

See Script Commands for Android Enterprise: Managed Devices and Checking Device Logs in the SOTI MobiControl Online Help for more information.

How do I upgrade an Android agent for testing purposes without upgrading the whole server and compromising other devices?

The easiest way is to download the latest agent .apk file from the following page: Download Agent . Upload the .apk file on web console in Package section and then send that package to your test Android device via Profile. Only the test Android device is updated.

Why are device agents not getting updated automatically once a newer version is available? When I attempt to click Upgrade Agent to upgrade manually, why does the button not work?

Agent upgrade does not happen automatically. The preferred way to add the Android Enterprise agent is to use a Managed-Google Play Store payload in a profile and set it to Always Update. The agent can also be upgraded on the devices manually through the Google Play Store. In cases where the Upgrade Agent button does not work, ensure you have the agent downloaded in MobiControl's Global Settings > Device Agent and Plugin. See Managed Google Play and Upgrading Device Agents in the SOTI MobiControl Online Help for more information.

What can I do if I want to use the previous agent version instead of the latest from the Google Play Store by using the token “afw#mobicontrol” for my company-managed devices?

To use a previous agent version instead of the latest from the Google Play Store:

1. Create a QR code using a bar code generator and add a JSON code.
2. Contact SOTI Support for help in getting a JSON code. See Device Agent and Plugin Page in the SOTI MobiControl Online Help for more information.

Lockdown

My device is in lockdown. How can I change the Wi-Fi or other settings?

You can only change the settings on your locked-down device if you are an administrator, or if the administrator allows it.

Use one of the following methods to enable you to change the settings on a locked-down device:

• From the Lockdown screen on the physical device, hold the Back button.The Administrator mode menu is displayed. Enter the preset password to get admin rights on the device.

OR

• With the appropriate permissions, use the MobiControl Web Console to remote control the device. Select the More (three dots) button at the top of the screen to switch the device to Administrator mode.

OR

• The administrator can define a Settings Manager profile, available on the Lockdown screen, to manage settings for a device.

 See Lockdown in the SOTI MobiControl Online Help for more information.

Why am I unable to use the camera in an application on my locked-down device?

In the lockdown configuration, permission must be granted to use the camera. See Feature Control in the SOTI MobiControl Online Help for more information.

I have pushed the Settings Manager application in the lockdown profile, but I cannot access anything when I click on it. Why is a “Package not found” error appearing?

For the lockdown profile to access pushed applications pushed, the application must already be installed on the device. The “Package not found” error refers to the application not being available on the device. To rectify this error:

1. Install the Settings Manager application by pushing it via a package to the device.
2. Use the Administration mode and check if the application drawer shows the Settings Manager application. If so, it should now be available on the lockdown.

See Using Settings Manager in the SOTI MobiControl Online Help for more information.

Why do I need an authentication for a lockdown?

The passcode is necessary if you want to leave the User mode (lockdown) and manage the device in the Administrator mode. See Authentication in the SOTI MobiControl Online Help for more information.

Can I view how lockdown screen would look like on my device before assigning lockdown profile?

With release of MobiControl 2024.0.0, you can use lockdown screen preview option to configure the application order, icons, images etc. before assigning profile to devices based on their manufacturer and model.

Enrollment

I added an iPad in MobiControl using the enrollment URL, but I cannot use the content library. What should I do?

You can enroll mobile devices as agentless using only the enrollment profile. However, to access the content library, you must install the MobiControl Device Agent. See Adding Apple Devices in the SOTI MobiControl Online Help for more information.

How can I enroll an Android Enterprise device using a QR code?

Starting MobiControl version 2024 and above, the ability to generate QR Code can be achieved directly from the web console.

Find detailed steps on Generating and Downloading a QR Code

How can I remove MobiControl from my device?

If your device is enrolled in MobiControl, unenroll it on the agent by clicking and holding the Enrollment Status option (if available). You can also factory reset (if you have access) to restore the device to a normal state. Note that, in most cases, devices are blocked from unenrolling and resetting. Contact your Administrator to unenroll the device from the Web Console, see Unenrolling Devices in the SOTI MobiControl Online Help for more information.

Why am I unable to enroll my Android 10 device?

This can occur due to the following reasons:

• An SHA 256 certificate is not set up on the server.
• The system environment requires an upgrade. See Upgrading SOTI MobiControl in the SOTI MobiControl Online Help for more information.
• A MobiControl SHA-2 Root Certificate is not generated or renewed. Do the following to generate or renew a certificate:
  1. Generate or renew a MobiControl Root Certificate from the Certifications section of the MobiControl Administration utility. See Renewing the SOTI MobiControl Root Certificate in the SOTI MobiControl Online Help for more information.
  2. Store the certificate so devices will recognize the new certificate.
  3. Ensure all the devices check in.
  4. Bind the SHA-2 Root Certificate to the Deployment Server (DS) and DS Extensions (DSE). See Using SHA-1 and SHA-2 Certificates on the Same Deployment Server in the SOTI MobiControl Online Help for more information.

How can I quickly enroll Android Enterprise devices?

Android offers 'Zero touch enrollment' where device will enroll the moment it connects to internet. Details about this can be found on page. Steps to configure ZTE are enlisted on this page.

Integration

Can MobiControl Server communicate with my Local Directory Server?

Yes, MobiControl can communicate with your Local Directory Server. Create a connection named LDAP by navigating to Global Settings > Services > LDAP Directories and completing the Directory Creation Form. Contact your network administrator for the required information. See Directory in the SOTI MobiControl Online Help for more information.

Will the communication between MobiControl Server and Local Directory Server still be possible if MobiControl is cloud-based?

Yes, you can use an additional SOTI product called Cloud Link Agent. Install Cloud Link Agent on a server in your network. Cloud Link Agent manages all communications between MobiControl (in the cloud) and Local Directory Server. See SOTI Cloud Link in the SOTI MobiControl Online Help for more information.

Note: The Cloud customers need to reach out to SOTI Support to set up the broker or use with the Cloud Link Agent.

Do I need to buy a Cloud Link Agent?

No, Cloud Link Agent is free software available for download from the SOTI website. See SOTI Cloud Link in the SOTI MobiControl Online Help for more information.

Will the Cloud Link Agent work even if the MobiControl Server is hosted on a third-party cloud provider?

Yes, Cloud Link Agent enables communication between any MobiControl Server on Cloud and your Local directory server. Where the MobiControl Server is hosted by a third-party cloud provider, install a second software component on the MobiControl Server named Cloud Link Broker. This software is also installed on the MobiControl Server hosted by SOTI. See SOTI Cloud Link in the SOTI MobiControl Online Help for more information.

Remote Control

How can I determine if an Android device is compatible with MobiControl and has remote control features available?

The best way to know if a device is compatible with MobiControl is to look for a compatible Device Agent and Plugin on the following page: https://docs.soti.net/mobicontrolagentdownloads/.

For devices without a specific Original Equipment Manufacturer (OEM) Plugin, install the Android Enterprise Agent and add the SOTI Generic Plugin. Click SOTI_Generic_1.21.0.123.pcg to download the SOTI Generic Plugin. See Unable to Remote Control on Android Enterprise agent 15.2.0 using Accessibility Service for more information.

The Remote Control icon is not showing on a work managed device. How can I fix this?

Send a retryrcdetection legacy mode script to the device. Once you check in the device, the Remote Control icon is displayed as expected. See Using Remote Control and Sending Scripts to Devices in the SOTI MobiControl Online Help for more information.

I see the remote view option instead of remote control. What should I do?

You may not be able to access the Remote Control functionality if you have just enrolled a device. Install the relevant plugin on the device by assigning a profile. You can find plugins for your devices at  https://docs.soti.net/mobicontrolagentdownloads/. Sometimes, a device reboot or agent reboot is required after the installation to update the console. Also, ensure the device is not enrolled as Work Profile. See Using Remote Control in the SOTI MobiControl Online Help for more information.

How do I remote control my device?

On the top bar of the MobiControl Web Console, click the Remote Control icon to remote in via the website application (legacy). See Using Remote Control in the SOTI MobiControl Online Help for more information.

Why am I unable to remote control my device?

Check to confirm you have a work managed device. If so, ensure the correct plugin is installed. See Remote Controlling Devices Using the SOTI MobiControl Plugin in the SOTI MobiControl Online Help for more information.

Web Console

Which operating systems are supported for enrollment in MobiControl?

MobiControl supports the enrollment of iOS, Windows, Android, Linux, and Zebra Printers. See System Requirements (soti.net) in the SOTI MobiControl Online Help for more information.

Can I view live locations of Apple devices?

Yes, you can find the live locations of iOS devices if the following prerequisites are met:

• Devices are supervised
• Agent is installed on the device in the foreground

See Location Services on iOS Devices in the SOTI MobiControl Online Help for more information.

I want to create an application catalog, but I cannot see any Google Play Store applications. What should I do?

Check whether you have bound the instance with a Google account. Once this is done, choose the Google account in the application catalog to approve applications. See Android Enterprise Bindings in the SOTI MobiControl Online Help for more information.

How can I fix the Web Console alert for “Advanced MobiControl search is not available”?

From the SOTI MobiControl Web Console, navigate to Global Settings > Console Settings > Search Index Sync. Click Sync Now and validate if the Search Sync reports Completed with an Integrity above 95%. Note that you may need to execute this process twice. If the Integrity is not reporting above 95% or failing to complete, do the following:

• For SOTI Cloud-hosted instances, contact SOTI Support to get further assistance.
• For third-party cloud-hosted instances, do the following:

1. Stop the Search Service and wait for at least one minute.
2. Stop the Management Server Service and wait for at least one minute.
3. Stop the Deployment Server Service and wait for at least one minute.
4. Navigate to C:\Program Files\SOTI\MobiControl\Search.
5. Rename the "data" folder to "data.old".
6. Start the Search Service and wait for at least one minute.
7. Start the Management Server Service and wait for at least one minute.
8. Log in to the Web Console and make sure the Integrity reaches 95-100%.
9. Start the Deployment Server Service and wait for at least one minute.
10. Repeat Step 8.

See Defining Search Index Sync in the SOTI MobiControl Online Help for more information.

Can I export and import a profile between different MobiControl instances?

Yes, profiles can be exported and imported between same major, minor and build version of MobiControl starting version 2024. This feature is only available for Android platform. More details on Exporting and Importing Profiles.

Can I automate an action on devices?

Yes, with the use of Task scheduler, you can automate the execution of a script at certain period of time regularly on the device. Details can be found on Task Scheduler.

I’m unable to find ‘Servers’ option in the main menu in MobiControl 2024?

Information of servers have been moved to ‘System Health’ tab with all the details under ‘System Overview’ tab.

Where can I find the server logs for Management Server, Deployment Server, and Deployment Server Extentions and Generate Debug Reports for the server in MobiControl?

1. The logs for the server and generating a debug report in v2024+, are under the user preferences. More details can be found on the Viewing System Logs v2024.0 page.
2. The logs for the server and generating a debug report in v15.6.6 and below are under the ‘?’ Button in the top right-hand corner of the web console. More details can be found on the Viewing System Logs v15.6

I would like to view all profiles and policies assigned to a group without having to navigate to the profile or the policy to find this information. Is this possible?

Yes, in MobiControl v2024.0.0 and above, you can view the assigned profiles and policies that are assigned to a group by right-clicking on the group and selecting ‘Profiles & Policies’. Please see the Viewing Profiles and Policies on a Device Group for more information.

How can I update my new registration code in MobiControl 2024?

1. The license information can be found under the hamburger menu > License information. click change on the right of the registration code and you will have the option to activate the license online or offline.
2. You can find additional information such as, registration code, device license used, and the devices enrolled under each device platform. Please see Updating Your Licensing Information (soti.net) for more information.

How can I get an API client added to my application?

In MobiControl v2024.0.0 and above, there is the option to generate an API client from mobicontrol Web Console. To generate an API Client, navigate to Global Settings > Services > Add API Client. for more details on API can be found Creating an API Client (soti.net)