Random factory resets after devices complete GZT configuration.

CLucas
Level 1.6: Donut

We have had a random number of devices performing a factory reset after GZT enrollment has completed and places devices into MDM solution. The devices we have experienced this on are mostly Rhino but some Samsung tablets. The OS we are mostly dealing with is OS12. Once devices enroll, they drop into staging folders. When they are deployed, we move them to production folders. How we have been catching this is by devices showing enrollment for a second time, by MDM logs, sometime after the device was fully configured. For the devices we deployed that reset, end up back in Staging folders. For the last few weeks, we have been trying to capture what is triggering the resets. We captured logs on device side but cannot see what is triggering it. There a no logs of this command being sent from MDM solution. We suspect that it is GZT but unable to capture any logs for this action or know how to stop it.

 

We are also having other but same issues that were listed in this discussion. Some may not be related.

  1. Device is already set up message.
  2. Device connects to WiFi and immediately gets the "Can't set up device" - "Reset" message.
  3. Can't check for update - Updates temporarily unavailable. Try again later.
  4. Install update to keep device running smoothly - Your system is 0 days out of date.  Update size 47.24MB
  5. Install now to control when your device updates - Your system is 0 days out of date.

 

We do have screenshots and videos of some of this stuff while it's occurring.

 

Thanks

1 ACCEPTED SOLUTION

I am not entirely sure what you mean by Google Play recovery but in my experience with this issue devices with this outdated Play version continued to fail to upgrade Play and would eventually reset themselves automatically in a similar behavior to what we'd see from a ZTE triggered reset. The process would repeat every time the devices in this state with an outdated Play version were enrolled until we manually uninstalled the Play updates on the devices as called out in the article as a workaround. Yet another example where an auto-update from Google has negatively impacted the stability of production devices. 

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7 REPLIES 7

Moombas
Level 3.0: Honeycomb

But you enroll using Google ZTP and not a QR, right?

CLucas
Level 1.6: Donut

Correct. We are not using QR codes. Only GZT.

Moombas
Level 3.0: Honeycomb

But you also don't use DPC identifier during enrollment (like afw#mobicontrol)?

Then this shouldn't happen.

Do you know if you got prompted by Android that the device will reset within 2 hours (that would be the GZTP notification if enrollment is not handled by GZTP.

mattdermody
Level 2.0: Eclair

I have seen similar behavior reported recently on some random devices that would auto reset a few hours after enrollment into an MDM server. It seems the issue on those stemmed from the outdated Google Play Store that couldnt update themselves and we're being updated during the staging process eventually forcing the devices to auto reset. It seemed to be tied in with this issue here:

https://www.androidenterprise.community/t5/service-announcements/mitigated-amp-researching-some-full...

Maybe check the reported Google Play Store versions on the affected devices to see if that could be a contributor?

CLucas
Level 1.6: Donut

Thanks for sharing that link.
It does explain some of the things we have seen.

We have a number of devices below version 35.2.19 for the Google Playstore.
Some others show Google Play recovery and not Google Play.


Does outdated google play store = auto reset?
Does play store recovery = auto reset?

I am not entirely sure what you mean by Google Play recovery but in my experience with this issue devices with this outdated Play version continued to fail to upgrade Play and would eventually reset themselves automatically in a similar behavior to what we'd see from a ZTE triggered reset. The process would repeat every time the devices in this state with an outdated Play version were enrolled until we manually uninstalled the Play updates on the devices as called out in the article as a workaround. Yet another example where an auto-update from Google has negatively impacted the stability of production devices. 

CLucas
Level 1.6: Donut

Thanks again everyone. This helped explain behavior we are seeing for our client's devices.