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danieltang
Level 1.6: Donut
June 19, 2024
Solved

Android Zero-Touch not working on new Samsung devices

  • June 19, 2024
  • 2 replies
  • 15 views

Hello,
I have new model devices Samsung Galaxy Tab A9+ and Galaxy Tabe S9 FE+ and the Zero-Touche Enrollment (ZTE) is not working. Nothing happens and ZTE doesn't appear. It works with the Galaxy Tab A8 model.
Is it the issue related to Android client portal ?
Can you help me ?
Regards

Best answer by jasonbayton

Switching methods won't help anything really, it's not an MDM issue until after the "managed by your organisation" message in the wizard. 

 

It sounds like the devices haven't been registered properly by the reseller, since most other things are ruled out. 

 

Ask the reseller to de-register and re-register, ensuring the used identifiers are correct. If there's dual SIM support with the devices the reseller may have additional steps to take. 

 

 

2 replies

jasonbayton
jasonbayton
Level: 4.1: Jelly bean
June 19, 2024

Hi there

 

Are these devices registered for zero-touch? That'll be the first thing to confirm. 

    Moombas
    Moombas
    Level 4.4: KitKat
    June 19, 2024

    In addition to this, check if a configuration is applied to those devices (if they are listed in the ZTP), maybe switch them to "no configuration" and then back to the needed configuration again and check (this sometimes helps).

      Michel
      Michel
      Level 4.0: Ice cream sandwich
      June 19, 2024

      And check if they are not added to Knox Mobile enrollment instead. If a Samsung device is enrolled and has a profile assigned in Android zero touch and in Knox Mobile enrollment, it will only listen to the profile in Knox mobile enrollment. 

        D
        danieltangAuthor
        Level 1.6: Donut
        June 19, 2024

        Yes, the config is applied.
        I switched off the configuration and put back to the needed configuration again. No changes.
        At the step "Preparing your tablet", the device management doesn't appear and the device is configured as an end user.
        ZTE works on the model Samsung Galaxy Tab A8.
        So is it a problem with Zero Touch Portal or with our MDM ?
        Have you already successfully registered with ZTE the Samsung Galaxy Tab A9+ or Galaxy Tab S9 FE+ model ?

        Michel
        Michel
        Level 4.0: Ice cream sandwich
        June 20, 2024

        I've had no issues with the S9 tablets, no experience with the FE series yet. 

         

        To rule out your MDM, you could do an enrollment via the QR method assuming your MDM solution has a QR code for enrollment. 

        jasonbayton
        jasonbaytonAnswer
        Level: 4.1: Jelly bean
        June 20, 2024

        Switching methods won't help anything really, it's not an MDM issue until after the "managed by your organisation" message in the wizard. 

         

        It sounds like the devices haven't been registered properly by the reseller, since most other things are ruled out. 

         

        Ask the reseller to de-register and re-register, ensuring the used identifiers are correct. If there's dual SIM support with the devices the reseller may have additional steps to take. 

         

         

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