Losing Gmail Activesync Policy on Password Expiry

Losing Gmail Activesync Policy on Password Expiry

We've received a number of reports of people losing their email configuration on Android Enterprise enrolled devices.

This only seems to be occurring when their password is changed, to resolve the issue we have to revoke the Exchange ActiveSync policy from the device via MobiControl and them install again, which then prompts them to input their email address, username and finally password within the Gmail app.

We mainly use Samsung Galaxy A20e devices throughout but there are some legacy devices still in circulation.

Any advise to stop this happening will be very useful.

 

Thanks in advanced.

10 Answers

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Support Staff | posted this 17 September 2019

Hello Adam, 

 

Thank you for requesting a response from SOTI Support Staff. 

 

In order to research if this behavior has occurred before can you please tell me what version of MC Server and device agent version you are using on your Samsung Galaxy A20e devices?  

 

Regards,

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

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Adam Roberts | posted this 18 September 2019

Hi,

 

Our MobiControl Server is currently sat on v14.1 - Build 1152 and the agents vary depending on when they were deployed.

They vary from version 13.6.0.1257 -> 13.9.0.1046.

 

Many Thanks,

 

Adam Roberts

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Adam Roberts | posted this 15 October 2019

After some further reports and investigations we believe this may be down to the GMail app updating.

 

We obviously don't want block updates for the app due to security etc......

 

Can anyone please help us with this?

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Support Staff | posted this 15 October 2019

Hello Adam, 

 

What are the steps you are taking, that lead you to believe that the update is causing this?  Also, are you experiencing the same behavior on all agent versions?

 

Regards, 

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

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Phil | posted this 16 October 2019

For me, people on LG G5 lost their email config for unknow reason. Other phone brand I have don't have this kind of problem.

The password is not expired. I use mobicontrol version 14.4.3 and agent 13.8 or 13.9

I need to revoke mail rules and reapply. 

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Adam Roberts | posted this 16 October 2019

Hi, this is happening across a number of different agent versions but not to every user it looks like. It’s so difficult to point a finger at 1 thing other than them being the same device.

We’ve got 1 specific user that it’s happened to at least 5 times now, we have since factory wiped the device and re-enrolled it. Fingers crossed, but they have not reported any further issues.

I’m glad it’s just not us having this issue, I was starting to feel like I was going mad.

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Adam Roberts | posted this 18 October 2019

So we've received confirmation that the issue has reoccurred again on the device I mentioned above.

This phone has the latest agent version and the latest Android OS.

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Simon Breuer | posted this 27 March 2020

Are there any known solutions for this problem?

Some of our users (mainly Samsung Galaxy A40) are losing their GMail profile aswell.

It has to be reassigned via SOTI MobiControl.

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Adam Roberts | posted this 27 March 2020

Nope, still having the issue now.

The only temp fix he can currently do is to revoke and reapply the policy.

Its that or don't have an email policy at all and let the users configure the emails themselves, which will obviously cause issues for them and us.

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JVMOD@SOTI | posted this 30 March 2020

Hello Adam Roberts,

 

Thank you for your response,

Please raise a support ticket(Click here) or call +1 905.624.9828 to assist you on this issue as we need to access your server and troubleshoot further.

 

Regards,

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

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