Samsung A32 Enrollement Issues

Samsung A32 Enrollement Issues

We are having issues enrolling Samsung A32 devices into Mobicontrol, the process fails on the creating google account part, we have been able to enroll other device models using the same rule, bot running Android 11 but the A32 devices always fail on the account creation, in the logs is a 'Empty Token' error.

Has anyone had a similar experience and managed to resolve?

6 Answers

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Tiger | posted this 12 July 2021

Hi Chris,

Can you confirm if your license has recently change from Trial to Subscription or did you get a new key recently? This issue can be fixed by raising a case with Technical support who will help fix this issue 

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ANKMOD@SOTI | posted this 14 July 2021

Hello Chris

Greetings

Thanks for requesting an answer from SOTI!!

  • Kindly confirm your MobiControl Server version along with build no and also MobiControl agent version used for Samsung A32.
  • I believe you are trying to enroll this device as Android enterprise (work manage one) so kindly confirm ?
  • Kindly confirm if device fails to enroll completely and does not shows up on your web console or it shows up as enrolled device on console but pending or failed  on account creation under device details.
  • For a test , you can always try to create a new rule (use same manage google account binding if your other  devices are getting enrolled with that ) and try to factory reset your device through hard reset as mentioned in link (https://www.devicesfaq.com/en/reset/samsung-galaxy-a32-5g) and let us know outcome.

 Regards

Technical Support | SOTI Inc. |+1-888-494-SOTI (7684) | support@soti.net | www.soti.net |

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Chris Davies | posted this 14 July 2021

We are currently on Server version 15.3.1.1151, using agent version 14.5.3.1017, the device enrolls into the console, but consistently fails on the configuring the google work account part of the process, all policies etc work, but without the google account part the app policies we have created do not work.


We are trying to enroll as a fully managed work device

We have tried multiple rules / devices and have always seen the failure

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ANKMOD@SOTI | posted this 14 July 2021

Hello Chris

Greetings

Thanks for your feedback.

Kindly try to reset Manage google play account as mentioned in the link if you have not tried and let us know the outcome.

https://soti.net/mc/help/v15.2/en/console/devices/managing/actions/reset_mgpa_account.html#:~:text=On%20the%20Device%20Actions%20menu,Select%20Reset%20Account.

 

 

Technical Support | SOTI Inc. |+1-888-494-SOTI (7684) | support@soti.net | www.soti.net |

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Chris Davies | posted this 14 July 2021

This has already been tried.

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ANKMOD@SOTI | posted this 16 July 2021

Hello Chris

Greetings

Thanks for your feedback!!

  • As you already confirmed , you tried out resetting MGPA binding and it did not work out and similarly I believe , you must have tried out with Hard reset of device and enrolling it again with a new binding and new enterprise agent 14.5.4 1016.
  • If none of these methods worked for you then i will recommend you to create a case for our specific issue as in our issue ,impact is only on certain os devices so i can confirm  there were few tickets opened related to this issue having same error which eventually might needs to be fixed on your server side  after investigation of your server and device side adb logs.
  • Therefore , i will request you to create a case and for doing that please raise a support case (click here) or call SOTI Support team (click here) to assist you better?

 

 Also, if any post has helped you in solving your inquiry, I would request you to mark the particular comment as "is solution", so others may benefit from this information.

Regards

Technical Support | SOTI Inc. |+1-888-494-SOTI (7684) | support@soti.net | www.soti.net |

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