Remote Control button in 14.4 shows "Report Incident" instead of "Remote Control"

Remote Control button in 14.4 shows "Report Incident" instead of "Remote Control"

I have a couple of Samsung Tab Active 2's where the remote control button at the top of the device details screen says report incident instead of remote control.  The only way I know to resolve is to wipe and re-enroll in Mobitcontrol.  Is there a script command we can send to fix these instead of having to wipe and re-enroll.  This device is out in the field and I do not want to have to wipe and re-enroll.

4 Answers

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Raymond Chan | posted this 15 January 2020

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

What are the active MDM API's reported by the device agent or on the web-console?

 

It is possible that there is some incompatibility between your server, device agent or your device firmware, or some mis-configured parameters, such that your device agent does not have the "RC+"  API enabled.   This results in your device having no "remote control" button in the detail view on the web console.

 

Have you tested other functionalies of your problematic devices and confirmed if any feature (e.g. sendng action or script, or deploying or revoking profile) other than remote-control is functional or not?  If everything works fine and only the RC+ API is not active, then there should be other way to fix the problem other than wiping and re-enrolling your device.   There might be need to analyse the device log file to find out the root cause of your problem. 

 

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KKMOD@SOTI | posted this 15 January 2020

 Hello Allen,

Thank you for the question.

A report incident is an individual functionality that helps to report device incidents, so basically the remote control icon has disappeared but you do not have to unenroll or wipe the device. Please use below scripts:

 _resetfailedrcdetectionflag
Restartagent
But the above script should be sent to the devices if the agent version is lower than 13.6

retryrcdetection
This script should be sent to devices that have agent version greater than 13.6.

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

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Allen Foster | posted this 15 January 2020

14.4 is the server version and 14.1.4.1010 is the agent on the device

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Allen Foster | posted this 15 January 2020

The scripts worked.

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