Zebra TC21 devices not responsive when remotely controlled

Zebra TC21 devices not responsive when remotely controlled

When I remote to some Zebra TC21 devices running Android 10, it looks that the device is in sleep mode, with only the date and time shown, and it does not respond to any clicks; in other words, we can't swipe up to unlock it. Is there a known cause or solution for this?

Thank you very much.

Warraq

3 Answers

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RRMOD@SOTI | posted this 16 June 2021

Hi Warraq,

 

Thanks for requesting an answer from Support Staff.

 

Please try the following steps for troubleshooting the Remote control issue.

 

 In order to completely utilize the Android Enterprise features, specifically Remote Control for Zebra devices. Install the Zebra plugin specific to your device Manufacturer and OS from our Website (Download agents & Plugins ).The "Zebra TC2X & Oreo and above devices" is the correct plugin as your devices are OS 10.

If the above is already installed, Kindly send the following scripts one by one on one test device. These scripts will reset the remote API.

First script:

_resetfailedrcdetectionflag
restartagent
retryrcdetection


Second script:
_resetfailedrcdetectionflag
Sleep 2
restartagent


Third Script:
__switch ENTERPRISE_41 VIRTUAL_DISPLAY
_resetfailedrcdetectionflag
restartagent

 

Also, if this 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.

 

 

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

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Warraq | posted this 16 June 2021

Thank you for the very helpful tips. the remote control plugin resolved the issue.

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RRMOD@SOTI | posted this 16 June 2021

Hi Warren,

 

Thank you for an update, We are glad to hear that your issue has been resolved.

 

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

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