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MagicLocker
Level 1.6: Donut
September 15, 2023
Question

Mass Hard Reset

  • September 15, 2023
  • 5 replies
  • 1 view

Our devices are getting mass hard reset, Certain spikes are happening when we see in google cloud console metrics we found Devices.delete method got triggered 5k times. And this is happening frequently not sure how to stop this below is the reference of stack overflow link. We are at critical edge any suggestions are guidance will really helpful

 

https://stackoverflow.com/questions/77099500/automated-hard-resets-multiple-devices-are-getting-hard-reset-automatically-thr?noredirect=1#comment135928536_77099500

 

 

5 replies

M
MagicLockerAuthor
Level 1.6: Donut
September 15, 2023

Below is the screenshot for reference

J
jasonbayton
Level: 4.1: Jelly bean
September 15, 2023

You mention an app removed from play, how is this related to your policy - what install type was it set to, was it a companion app or regular?

 

Can you share your partner portal ticket number with @Lizzie? Two days for a critical issue is embarrassing if it's been correctly logged. 

    M
    MagicLockerAuthor
    Level 1.6: Donut
    September 16, 2023

    Case number: 00043203

    Thank you @jasonbayton , Above is the case number where we raised our concern and awaiting for response.

    M
    MagicLockerAuthor
    Level 1.6: Donut
    September 16, 2023

    When we disable the associated service account it stops these reset requests. Re-enabling the service account results in the resumption of the "delete" API executions.

     

    Now not sure how to get out of this. Just curious to know do DPC android app or any other resources has a control to execute device.delete command. And who else other us can execute device.delete command with our service account.

    Lizzie
    Lizzie
    Community Manager
    September 18, 2023

    Hello @MagicLocker,

     

    Nice to meet you. OOo that's an interesting chart, I hope you get this resolved soon. I'm intrigued to know why this is happening, out of interest have you noticed anything lining up with the spikes?

     

    I've messaged the Partner team about your case, once I receive an update I'll come back to you. 

     

    Thanks @jasonbayton for flagging. 

     

    Speak to you soon.

     

    Lizzie

    Welcome to the Community everyone!Have a question or want to start a conversation, click here.
    M
    MagicLockerAuthor
    Level 1.6: Donut
    September 19, 2023

    No @Lizzie , Random pattern not able to figure out the root cause.

     

    Still hard resets continue to occur across various enterprise systems, and we are struggling to find a solution to prevent them. This issue has had a significant impact on our customers, with many of them experiencing data loss, including important documents and images.

     

    If any insights, suggestions, or solutions to share, we would greatly appreciate your input. Our primary goal is to resolve this problem as soon as possible to prevent further data loss and inconvenience to our customers.

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