10 Answers
Hello,
This is a global issue with some Samsung Android 8 devices. We have the same problem with J6 devices, although with J4 remote control works fine.
It would be very helpful to have a list of devices affected by this issue so we may know ahead and be able to advice customers regarding this limitation and not get them dissapointed with this problem.
Thanks for update
there is some issue with OS 8 for some builds . and soti has raised SAMSUNG SEAP Ticket for this issue
I assumed your different Samsung device models use same ELM device agent but have different result.
So, based on all your provided information so far, the most likely cause of your problem is from J8 firmware. One of my customers experienced similar problem with another device model about 2 years ago. The only thing you can do now is probably to wait for firmware patch for J8 in your region after Soti and Samsung have verified the cause.
I think you have to open an official support ticket with Soti support team. After verifying the problem in remote debug session(s) with your J8 device and confirming that the problem does not stem from the MobiControl device agent or server, Soti will inform Samsung to confirm the cause, and hopefully you will be told to wait for firmware upgrade. Under normal circumstance, Samsung will not commit a specific deadline for such patch release even if they promise they will work on it.
Please find reply as below
What
brand and model are those devices having successful remote session on your server? Did those successful remote sessions display also skin of the respective devices?
Samsung A8+, os 7.1
Galaxy Tab Active2 os 7.1
Galaxy A7 (2018) os 8.0
Taztag
Device with problem :
Galaxy J8 Os 8.0
for
galaxy Tab Active 2 .-Skin is coming but for other brands no skin is coming
Did you include "disable screen capture" in your feature control payload? If so, try excluding it and see if there is any difference.
Answer: No
Thanks.
What brand and model are those devices having successful remote session on your server? Did those successful remote sessions display also skin of the respective devices?
Did you include "disable screen capture" in your feature control payload? If so, try excluding it and see if there is any difference.
Dear Ramon
please find my reply
I'm sorry you haven't clearly answered two of my simple and direct questions:
1. Have you ever successfully (i.e. with meaningful device screen content displayed) started any remote session with other device (i.e. of different brands/models/firmware versions) on this server?
Answer : yes
2. Have you deployed any "profile(s) with feature-control payload" to the device?
Answer : YES
I'm sorry you haven't clearly answered two of my simple and direct questions:
1. Have you ever successfully (i.e. with meaningful device screen content displayed) started any remote session with other device (i.e. of different brands/models/firmware versions) on this server?
2. Have you deployed any "profile(s) with feature-control payload" to the device?
Dear team,
we have 2000+ device on this server and all working fine .
profiles are getting installed . ie. Authentication , lock down and they are working also
Device information : android J8
API: 26
OS:8.0.0
Agent : sumsung 13.6.0.1114
Hello Anil,
Thank you for requesting an answer from SOTI Support.
The points made by Raymond are a great place to start when troubleshooting remote issues. Your screenshot shows that you are in the remote control and the pop up for the device is not opening, or the device is not connecting.
In addition to the requested information, can you verify that the browser is not blocking this from opening VIA a virus scanner or popup blocker on the workstation please?
Regards,
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |
What is the device firmware version?
Have you ever successfully started any remote session with other device on this server?
Have you deployed any profile(s) with feature control payload to the device?