All devices are out of control. Invalid device software version (Device is not allowed to upgrade)

All devices are out of control. Invalid device software version (Device is not allowed to upgrade)

Hello.

We have MC 14.4 OnPremise and some Samsung Tab A6 (Android 8.1.0, AE, COBO, afw#mobicontrol) enrollment.

For a few days we have realized that all devices have "Agent Outdated (Upgrade Required)" icon.
The agents version are between 13.7.5.103 and 14.1.8.111

If we start the agent upgrade from the web page, the warning "Invalid device software version (Device is not allowed to upgrade)" appears.

All devices allow remote control, but we can't manage any profile/package (Install/Removal Pending).

I can't even remove LockDown. I have a deployment out of control completely.

Any idea, please.

7 Answers

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Ben Smith | posted this 10 June 2020

Hi Alphil,

 

We just had an issue similar to this on our on-prem instance on v15.1. Unfortunately, Enterprise support couldn't fix the underlining issue yet (they are still working on it). But they were able to force MobiControl to recognized versions beyond 14.00 as compatible on our SQL DB. I suspect they can do the same for you and force versions beyond 13.7 to be recognized as compatible on MobiControl.

 

It's quite an easy fix for them if you suggest it, (I myself know the steps just from watching them do it) it's not recommended from what they told me but it got us back online. We shared your same issues as our lockdowns weren't able to be removed and packages and profiles were having issues.

 

Of course, I would really suggest just opening a case with them and doing what they suggest, I am not affiliated with SOTI and they know more than me. :)

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DDMOD@SOTI | posted this 10 June 2020

Hi AlPhil,

 

Thanks for the post!

Can you please confirm if the Samsung android agent is updated to the latest version on the Manage Android agents and Plugins tab? If not, please update it to the latest one and then 'Upgrade agent' on the device.

 

 

Manage Android agents and Plugins tab can be found under the Global Settings menu.

Regards,

Technical Support | SOTI Inc. |+1-888-494-SOTI (7684) | support@soti.net | www.soti.net |

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AlPhil | posted this 10 June 2020

Hi DDMOD.

Yes, the Samsung android agent is updated to the latest version.

 

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AlPhil | posted this 10 June 2020

Hi Alphil,

We just had an issue similar to this on our on-prem instance on v15.1. Unfortunately, Enterprise support couldn't fix the underlining issue yet (they are still working on it). But they were able to force MobiControl to recognized versions beyond 14.00 as compatible on our SQL DB. I suspect they can do the same for you and force versions beyond 13.7 to be recognized as compatible on MobiControl.

It's quite an easy fix for them if you suggest it, (I myself know the steps just from watching them do it) it's not recommended from what they told me but it got us back online. We shared your same issues as our lockdowns weren't able to be removed and packages and profiles were having issues.

Of course, I would really suggest just opening a case with them and doing what they suggest, I am not affiliated with SOTI and they know more than me. :)

 

Hi Ben,

Thank you for share your experience.

I hope that Soti Support can fix our problem as soon possible. I have a ticket openned since few days without any response.

Regards.

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DDMOD@SOTI | posted this 10 June 2020

Hi AlPhil,

 

Thanks for the quick reply.

If you have access to SOTI MobiControl database, can you please

  • verify if there is multiple entry of same agent(diff versions) on FileList table? If so, please delete the older one.
  • Also, update the agentcompatibility table to the latest one available.
  • Restart the SQL Server (MSSQLSERVER) in services and restart Management Server in MobiControl Administration Utility
  • Then enable agent upgrade and Upgrade agent now under device actions menu

If needed, please raise a support case(click here) or call SOTI Support team(click here) to assist you better in these steps?

Note: Please have the backup of database, before you make any changes.

 

Regards,

Technical Support | SOTI Inc. |+1-888-494-SOTI (7684) | support@soti.net | www.soti.net |

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AlPhil | posted this 11 June 2020

Hi AlPhil,

Thanks for the quick reply.

If you have access to SOTI MobiControl database, can you please

  • verify if there is multiple entry of same agent(diff versions) on FileList table? If so, please delete the older one.
  • Also, update the agentcompatibility table to the latest one available.
  • Restart the SQL Server (MSSQLSERVER) in services and restart Management Server in MobiControl Administration Utility
  • Then enable agent upgrade and Upgrade agent now under device actions menu

If needed, please raise a support case(click here) or call SOTI Support team(click here) to assist you better in these steps?

Note: Please have the backup of database, before you make any changes.

Regards,

 

Hi DDMOD.

I have checked all your suggestions and I haven't found any duplicate lines.

Finally I made a backup of the database and manipulated the MinVersion value in AgentCompatibility table.
I know that I can't do it, but It was a disaster for me. I had 600 devices out of control since 4 days waiting that Soti support contact me.

 

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DDMOD@SOTI | posted this 11 June 2020

Hi AlPhil,

 

Thank you for the update.  We have looked up your case to ensure you are getting traction on your issue and see that you are now in conversation with your Technician.   Hopefully the information I provided will help you solution the post.

 

i see you have solutioned in this thread now but please confirm if your issue has been resolved and let me know if you need any other assistance to get your instance under control.    Hopefully the information I have provided helps!

 

Regards,

 

Technical Support | SOTI Inc. |+1-888-494-SOTI (7684) | support@soti.net | www.soti.net |

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