In a remote control session the devices shows black screen

In a remote control session the devices shows black screen

trying to remote control (lagecy) a Samsung Galaxy tab, however i am unable to see the screen it only shows as a black screen.
I have to ask user to unlock screen for me
This is inconvenience for IT admin when having remote
Could you please help me

10 Answers

Order By:   Standard | Newest | Votes
Raymond Chan | posted this 01 April 2020

Verify if you have deployed any feature-control profile with the "disable screen capture" option checked.  If so, uncheck the option and retry.

 

  • 0
  • 0
Thanh Lam tu | posted this 01 April 2020

Thank you for your reply. Currently, I don't have any profile that checked on "disable screen capture" 

 

  • 0
  • 0
Raymond Chan | posted this 01 April 2020

What are the build and version numbers of your device agent and MobiControl server?

What about the active MDM API's reported on the configuration tab of the device or in the information tab on your web console?

And the firmware version  and Knox library verion of your device?

 

  • 0
  • 0
JVMOD@SOTI | posted this 01 April 2020

Hello Thanh Lam tu,

 

Thank you for your post, please provide agent version, MobiControl version and Android Plus or Android Enterprise?

 

Regards,

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |

  • 0
  • 0
Thanh Lam tu | posted this 02 April 2020

Our version for Mobicontrol server : 14.4.0.4857

Device Agent : 14.1.7 Build 1117

I don't install KNOX on the devices . I using Galaxy Tab A (2017)

Regarding your question "What about the active MDM API's reported on the configuration tab of the device or in the information tab on your web console?" -> I don't know how to check it, could you guide me .

 

  • 0
  • 0
Thanh Lam tu | posted this 02 April 2020

Hi JVMOD,

Thank you for your reply.

Our version for Mobicontrol server : 14.4.0.4857

Device Agent : 14.1.7 Build 1117

I am using Android Enterprise.

Waiting for your help.

  • 0
  • 0
Raymond Chan | posted this 02 April 2020

Regarding the Active MDM API's, click on the device icon in your web-console, go to the leftmost "Device Details" tab, and check the second last item "Supported APIs" within the "DEVICE DETAILS" section.

 

Also, can you successfuly start a remote-control session on other device brand/model with your current MobiControl server?

 

If not, have you ever successfully start any remote-control session with any device (of this or other brand/model) with your current MobiControl server?  Has there been any server upgrade or network reconfigurations recently?

  • 0
  • 0
Thanh Lam tu | posted this 02 April 2020

Thank you for your guidance. 

our Supported APIs :SamsungMdmV57, Samsung RC v1, 837, Work Managed Device

Yes, I can successful start a remote-control session on the device with current MobiControl server

I have just get the current situattion is "i am unable to see the screen it only shows as a black screen." when the user locked device's screen.

If it doesn't lock screen, I can see the device's screen

 

  • 0
  • 0
JVMOD@SOTI | posted this 02 April 2020

Hello Thanh Lam tu,

 

Thank you for your response, when you take remote control of the device in the legacy RC -> go to Shell window ->

later type "unlock" and click enter -> it will unlock the device

 

Let me know if this works for you.

 

Regards,

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |

  • 0
  • 0
Thanh Lam tu | posted this 03 April 2020

Hi JVMOD,

Yes it works after 6 seconds .

Thank you so much for your suggestion. It very helpful for me.

 

  • 1
  • 0

Give us your feedback
Give us your feedback
Feedback