Problems remote controlling devices

Problems remote controlling devices

Bear with me on this one....

 

I am having issues connecting to certain Samsung Devices that are at a specific Agent Version or above;

 

First issue is that the Remote Access icon has changed on some of these from "Remote Control" to "Remote View"

    Agent Version 14.4.3.1074 Model SM-T515 - Has Remote Control  - Allows connection

    Agent Version 14.4.5.1033 Model SM-T835 - Has Remote View - Does not allow connection

    Agent Version 14.4.4.1051 Model SM-T515 - Has Remote Control - Allows connection

    Agent Version 14.4.3.1074 Model SM-T835 - Has Remote View - Does not allow connection 

    Agent Version 14.3.3.1038 Model SM-T835 - Has Remote Control - Allows connection

    Agent Version 14.4.1.1064 Model SM-T835 - Has Remote View - Does not allow connection


All have Android Version 10

 

My question is why do they T835s that are at a higher Agent Version of 14.3.3.1038 (seemingly at 14.4...onwards) have "Remote View" icon which doesn't work, and how do I change it back to the "Remote Control" icon that works.

 

I have been speaking to Soti Support but they are not sure and I need this fixing to remotely support users!

7 Answers

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JCMOD@SOTI | posted this 15 March 2021

Hi RWelsh,

 

Thank you for posting in SOTI Central.

 

Have you already tried the "retryrcdetection" script on an affected device? Secondly, are you running the latest firmware available for your T835s? And thirdly, can you show the "Supported API" data within an affected device.

 

Regards,

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

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RWelsh | posted this 15 March 2021

Thankyou for responding. Yes, tried the script & latest version of Android is on the device. 

Supported APIs
Remote View, Work Profile

 

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JCMOD@SOTI | posted this 15 March 2021

Hi RWelsh,

 

While viewing an affected device on your Web Console, scroll down to the "Android Enterprise" section and observe the "Management Type". If it shows as Work Profile then Remote View is expected behavior.

 

If you wish to fully Remote Control a device such as a Samsung device, you will need to enroll as a "Fully Managed Device". I'll attach a reference below that will show you how to do it.

 

Reference: https://www.soti.net/mc/help/v15.3/en/console/devices/managing/enrollment/androidplus/enterprise/overview.html

 

Let us know how it goes?

 

Regards,

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

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RWelsh | posted this 15 March 2021

While viewing an affected device on your Web Console, scroll down to the "Android Enterprise" section and observe the "Management Type". If it shows as Work Profile then Remote View is expected behavior.

If you wish to fully Remote Control a device such as a Samsung device, you will need to enroll as a "Fully Managed Device". I'll attach a reference below that will show you how to do it. 

As I mentioned, it is only a certain device (SM-T835) that causes me an issue, eg, T835 has below;

 

 
Android Status
Provisioned / Enabled with Google Managed Accounts
Enterprise Name
Unknown
Android Identity
r52n40z8kev@gmail.com
Management Type
Work Profile
 
My SM-T515 has the same and I can successfully remote onto that device (it has Remote Control and not REMOTE VIEW)

 

 

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JCMOD@SOTI | posted this 15 March 2021

Hi RWelsh,

 

Please proceed to enroll your affected device as Fully Managed and observe the behavior. The quickest method is to Factory Wipe the device then input afw#mobicontrol into the email sign-in field then proceed to enroll into your server via your Add Device Enrollment ID.

 

Regards,

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

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RWelsh | posted this 15 March 2021

We dont use Work Managed - we use SOTI purely to control devices remotely. We give the user the ability to do what they want on the device. I just want to know what is wrong with those devices on the platform.

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JCMOD@SOTI | posted this 15 March 2021

Hi RWelsh,

 

Please proceed to raise a Support Case via support.eu@soti.net, then feel free to message me the case number.

 

Regards,

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

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