Device Stuck on "Device admin policy pending"

Device Stuck on "Device admin policy pending"

We have a device in the field that our Kiosk profile is not being activated on as it's stuck on the "Device admin policy pending" screen.  When I tap the portion of the screen, I can tell it recognizes the tap as the background turns an orange color for a second but then it never does anything.  Any thoughts on getting this resolved?

 

 

 

6 Answers

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Douglas Creamer | posted this 03 October 2018

We have had this before, it's usually because it's unable to communicate with the internet based authentication servers:

Samsung license servers and ports

If you are in the Americas, enable access to these servers:

·         gslb.secb2b.com:443

·         us-elm.secb2b.com:443

·         us-prod-klm.secb2b.com:443

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TJ Bukoski | posted this 04 October 2018

This issue usually occurs on Samsung Devices that have not enabled ELM licensing. In order for the MobiControl Agent to enable itself as the device administrator, the ELM License that the agent has must be activated against the Samsung servers (as Douglas from FGL says).

If your device can reach the Samsung servers, you should get a prompt to activate the ELM license.

Non-Samsung devices don't require the activation of a license to get permissions. The agent has other methods that are provided by the specific OEM.

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Chris R. | posted this 09 October 2018

This unit is using a non-ELM agent.  It was deployed before we switched to ELM so we have both active in the field.  Does that change the issue at hand since the agent on this device is not the ELM version?

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TJ Bukoski | posted this 09 October 2018

The solution would be to replace the agent with an ELM-Agent. SOTI will never release a new Non-ELM Samsung agent for Samsung reasons. 

 

The root cause could be a lot of things. I recall that if you use mcsetup.ini to enroll the device in MobiControl that you could mess up the admin activation portion if "SilentAdminActivation" is enabled in the file on Samsung devices.

 

But it could be something else. Other MDM vendors have been known to block other applications from becoming Device Admin for example. Make sure MobiControl is then only MDM software on the device.

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Chris R. | posted this 09 October 2018

Since this device is out in the field, it makes it a bit more difficult.  It's been a while since I've done it so I can't remember.  If I right-click on the device and go to Agent Upgrade > Migrate to ELM Agent, does that require any intervention from a user?

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TJ Bukoski | posted this 09 October 2018

If that works, the device will receive a prompt to activate the ELM license. That and the activate device administrator dialog would be the only prompts that will appear on the device.

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