Is it possible to sync files on Win/CE devices with a old device agent installed?

Is it possible to sync files on Win/CE devices with a old device agent installed?

Hey there,

as you all know, when installing a new version of MobiControl you also need to upgrade the device agent on all of your devices.

I always have a lot of problems, when trying to upgrade the device agent on my Zebra MK4000 Win/CE devices. These devices have a very low amount of RAM and disk space and pretty much erase everything thats not stored in the \Application folder during a cold boot.

There is a script that gets executed everytime during cold boot, which installs applications and changes some settings around on the device to get it "ready for work". I've also included the installation of the MobiControl device agent in this script.

Unfortunately there is no specific device agent for the MK4000, I've already reached out to SOTI a while ago and asked for a agent but the support told me to use the generic one for Win/CE devices.

Everything works fine, once the new agent is on the device... but getting it on there is quite the task....

When upgrade the agent via the MobiControl console its always a gamble if the device comes back online or not. If not, I have to reach out to the user and ask him to cold boot the device... during boot the script installs the old agent again. At least Im able to remote control it again but im pretty much back to where I started.

The device logs only show a message "Agent upgrade attempt failed".

If the agent upgrade is successful I use a FileSync rule to get the new .CAB-File on the device. This always works without any errors.

 

Is it somehow possible to sync files with a rule when the agent on the device is outdated? If so, I could push the new agents .CAB-File to the device... tell the user to cold boot it and the bootscript installs the new agent. Done.

 

I hope someone reads through all this. :-)

10 Answers

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Mikael Danell | posted this 20 March 2018

with SOTI no, deployment and/or sync rules dont work until the agent is up2date.

a solution is to have a symscript or simular download the lates agent from a FTP server and install it.

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Support Staff | posted this 20 March 2018

Hi Michael, 

 

It is correct that devices that are in a state of requiring an updated agent may not be able to process profiles and packages from all platforms.   I would like to do some testing to confirm this is the case for Sync on Windows/CE devices though.  However that being the case a modification by SOTI Support to the compatibility table may help to complete your task of getting the new agent on the device.  

 

What Version of MobiControl and the device agents are you upgrading from and to?  As this may only work on certain versions.

 

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

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MichaelM | posted this 21 March 2018

Hi Support,

 

MobiControl Version: 14.1.0.1152

Im upgrading from device agent 13.3.0.3591 to 14.1.0.38.

 

Thanks a lot for your help, Im looking forward to your response.

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Mikael Danell | posted this 03 April 2018

you mean altering the DB for the lowest allowed agent?

 

If that work it could solve the sync issue, but then the agent wont be updated right? can ofc be solved with a package but

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MichaelM | posted this 03 April 2018

Hi Mikael,

 

I haven't tried your idea with the FTP Server but thanks for the solution. Maybe I will try that if anything else fails.

 

If a modifiaction to the agent compatibility is possible I dont even need the 'Ugrade Agent Now' feature since the FileSync rule would push the new agent's .CAB-File right on the device and would install it upon a cold boot.

 

Unfortunately Im still waiting for a response from the Support Staff.

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Support Staff | posted this 04 April 2018

Hi Michael, 

 

Sorry about the delay in response, I have received conflicting theories with regards to this.  

 

One senior source in Technical Support has advised that the file sync feature on Windows Mobil devices should work regardless of the agent being outdated on the device or not.  Other features should be dependent on an up to date agent, but not that one.   

 

Furthermore V 14 may also be backwards compatible with V 13.3 agents so again this should work with the 13.3.0.3591 Agent that already on the device.  

 

As V 14 is new I have requested some testing to be completed to ensure the response is correct as your post may be proof that this is not the case.

 

I expect the correct response soon and will update this post as soon as the testing is complete. 

 

Again I apologize for the delay. 

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

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MichaelM | posted this 05 April 2018

Hi Support Staff,

 

thank you for your answer!

 

I just tested this again to really make sure that my statement is correct.

 

- Requested File Sync on a device with a outdated agent

- Device Log showing "9:11:53 | Information | Sync Files requested"

No files got pushed to the device (its 10am now). Usually this process takes about 5 minutes until the logs show that a file got downloaded.

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Mikael Danell | posted this 05 April 2018

Support have often claimed that it should work even do the agent is "old" but it havent worked as long as i have tested (like MC version 5 or 6)

 

there is a settings in the database to allow it but it dont make any difference, i think i have hade a case about this back on version 11 or 12 but was never solved so thats why i implemented my own solution with a FTP

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Support Staff | posted this 06 April 2018

Hi Michael, 

 

We have completed our testing and can confirm that you and Mikael are correct that the files will not sync when an agent upgrade is required.  This may have been working regardless of the upgrade once upon a time with outdated agents but this is not the case now.  I am awaiting the final word on the expected behavior but I expect it will be advised that it is intended to work this way. 

 

Have you tried the FTP solution?   What was the outcome?

 

At this point I would suggest creating a case with our Technical Support so that we can explore making the compatibility change for you.

 

Let me know when you create the case and I will place an extra set of eyes on the case for you to ensure the use case is understood.

 

I have included the link to create the case for you below.  Again thank you for your patience.

 

http://www.soti.net/services/support/supportcase/

 

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

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MichaelM | posted this 09 April 2018

Hi Support,

 

I've just opened the case.

Case number is C00193765

 

No I haven't tried the FTP solution. I will look into this further if everything else fails.

 

Thank you very much.

 

Regards,

Michael

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