Frustrating issue with MobiControl agent constantly disconnecting and reconnecting on TC8000 scanners

Frustrating issue with MobiControl agent constantly disconnecting and reconnecting on TC8000 scanners

I have been driving myself crazy trying to find the root cause of this. The MobiControl agent on our TC8000 scanners are constantly disconnecting and reconnecting. The worst part of it is that eventually it will cause the scanners to completely lock up and they have to be force rebooted. The workaround right now is to disable the MobiControl agent on the scanners (force close the app) which will prevent them from locking up, but obviously the downside is that I can't remotely manage them while the agent isn't running.

I have tried disabling Doze mode, disabling Bluetooth, GPS, etc. and nothing seems to work. I even went as far as reinstalling SOTI and completely rebuilding the SOTI database as I thought maybe the database got corrupted somehow, but it didn't change anything.

Our wireless network in the building is rock solid so I know that is not what is causing the agent to crash.

Does anyone have any other ideas that I can try?

 

As you can see from the logs of this particular scanner it was constantly disconnecting (all day) until finally at 4:46 PM the scanner froze and I had to force a reboot. This happens a lot on scanners that are connected to SOTI.

10 Answers

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Matt Dermody | posted this 09 January 2020

Have you changed your update schedule to something more frequent than the default of 2 hours?

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Nathan Davis | posted this 09 January 2020

No, the update schedule is set for two hours.

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Matt Dermody | posted this 09 January 2020

Are the devices roaming frequently and if so, are they roaming seamlessly? Do they have to completely re-authenticate on every roam?

 

Also what agent version is currently installed on the devices?

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Nathan Davis | posted this 09 January 2020

They roam in between many access points, but it is seamless and the signal strength remains strong.

I've noticed this issue happen even when a scanner is stationary. There is something happening on the scanners that is causing the agent to crash and reload (at least that's what I believe is happening).

 

Agent Version
14.0.0.1579
 
MobiControl Version
15.0.1.1181

 

 

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Matt Dermody | posted this 09 January 2020

The signature in the log where the device switches to User mode in the middle of the disconnect and reconnect seems especially unusual. Are you using The SOTI Lockdown in conjunction with another lockdown like EHS?

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Nathan Davis | posted this 09 January 2020

I am not using SOTI Lockdown (it is not enabled at all in any profile). I am, however, using EHS as a lockdown app.

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Nathan Davis | posted this 09 January 2020

To add to my previous reply I believe that is a normal process when the agent first loads (it switches to User mode), which is why I believe the agent on the scanner is actually crashing and reloading by itself.

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Nathan Davis | posted this 09 January 2020

Here is another scanner that I actually have disabled in SOTI, but it still populates the log with the User mode entry.

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Nathan Davis | posted this 09 January 2020

And another... 

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Scott | posted this 16 January 2020

Have you enabled debug device logging on a device and examined the log?  That might shed some light on what is happening device side.

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