Factory reset notice after enrolling device

Hello @Leo,

Lovely to meet you and welcome to the Customer Community. I hope you don't mind, I've moved your question here out of the original service announcement post, as I think it will make it easier for other to comment. If you would like a different title just let me know, I'm happy to update.

Regarding your question, I've heard that this would appear if the device was not connected to WiFi during setup and is then connected after setup. Can I check if this might have been the case here? Then we can rule it out. 

If this isn't applicable, we might need a bug report / video to see what is happening during enrollment. Would this be possible to provide? If so, you could send this to me via the community direct message inbox or via your EMM - happy to provide more details on this. 

Plus, if others have any more thoughts on this, please do chime in, it would be great to hear from you. 

Thanks so much, hope to speak with you soon. 

Lizzie

Thanks for the reply Lizzie,

Yeah that could be the case (not enrolled over wi-fi etc), but I didn't realise this was in any way a pre-requisite.

Can you not enrol a GZT registered device into your MDM/EMM over LTE/mobile network?

If that's not a valid enrolment path when using GZT, then it could cause us lots of issues, as users don't always have access to a good wi-fi network when the device is enrolled.  In Australia, we have lots of variation with network bandwidth/capacity/availability, whereby some places might have better LTE than fixed line, and vice versa.

I'm sure this wasn't the case when we first setup GZT around 12-18 months ago, did something change?

Thanks, Leo

@Lizzie are you able to confirm on the wi-fi point please?

@Lizzie ok thanks for confirming, that sounds inline with what I was thinking from previous testing we completed before adopting GZT.

However, when you say screen recording and/or bug report, at which point would this be required?  As all the important stuff happens during enrolment where we have no ability to do either (device not usable while being enrolled).

After this, the device is enrolled, but nothing of interest is happening.

Then seemingly randomly a device might hit this issue, but we have no way of knowing when/why in order to prepare for it.

What I would like to suggest for a future improvement, is some form of logging from the GZT admin console.  Currently there's no logging we can check to try and troubleshoot what GZT is actually doing behind the scenes.  If there was, then maybe we could see what happened for a particular device etc...

Regards, Leo

@Lizzie 

I think I might have found our answer (although the description is not quite the same).

https://docs.samsungknox.com/admin/knox-platform-for-enterprise/kbas/kba-1120-unable-to-enroll-device-with-zero-touch-enrollment/

Similarities are:

Devices getting the reset prompt are A54's.

These devices are on ONE UI 6.0.

Differences are:

Google Play Services are already above v23.34.14 (24.31.37 (190400-662270918))

The devices do enrol into our MDM via GZT ok.  It's after being enrolled they are prompted to reset.

Still, I think this has to be it, as when we enrol them a 2nd time, they appear to be fine, which is maybe because out of the box they are on v23.xxx, but then when completing enrolment this is likely getting updated before we are able to check the version.

Then 2nd time enrolment, no issue because its above 23.xxx.

Although it does appear Google's server side fix isn't working then...

"As of January 22nd, 2024, Google has implemented a server-side update to temporarily resolve this issue"