cancel
Showing results for 
Search instead for 
Did you mean: 

Problems following Meraki SM Update

Highlighted
MJW
Here to help

Problems following Meraki SM Update

We have 85 Moto g6 Plays running Android 8. Following the update to the Meraki SM app we have had several of our team contact us to say all their apps have disappeared.

 

We have investigated the issue and noticed that once the SM app updates the handset prompts the user to unlock the phone using the unlock pattern and then presents the security screen asking the user to select which security lock method is to be used. The Pattern option is greyed out and cannot be selected so if we then select pin we are taken to the pin input screen however the keyboard we use (Swiftkey) is not present so we cannot type a pin.

 

The only work around we have found is to hard reset the handset, delete the device from the dashboard and re add to our network. This is very time consuming and is driving me mad!

 

Does anyone have any ideas how we could stop this happening? Any ideas welcome!!

 

Thanks in advance.

5 REPLIES 5
A model citizen

Re: Problems following Meraki SM Update

Hi @MJW ,

 

The reason your apps are disappearing is because you have in your profile that a PIN is required, as your users do not have one the MDM is deciding to remove all your apps. We have the same issue, so needed to separate out our profiles. This in my opinion is stupid and should be optional.

 

The second issue to get around the above issue (to avoid a factory reset); certain builds of Android comes with built-in keyboard apps. But when you use the whitelist Apps profile feature, this hides the built in keyboard.

 

As you have mentioned swiftkey, which is a very popular choice for vendors, you need to whitelist it too: "com.touchtype.swiftkey".

 

I hope this helps.

 

Thank you,
Peter James

MJW
Here to help

Re: Problems following Meraki SM Update

Morning Peter, thank you for your post.

 

We have swiftkey whitelisted but unfortunately all app's including swiftkey are not displayed - therefore when our team selects add a PIN they are presented with the google voice to type screen and a message saying this input method cannot be used!

 

We have had to factory reset almost all handsets and adjust our profiles.

 

This issue needs to be picked up by Meraki, as I see it, if you use whitelisted apps and your profile ensures the phone is protected with a PIN we are continually going to have problems.

 

Not sure if anyone else has found a solution?



A model citizen

Re: Problems following Meraki SM Update

Hi @MJW,

 

Switfkey will not show as an app but it will now give you a keyboard symbol when Google voice is on the screen allowing you to switch. If it does not, then the name of the whitelisted app is either wrong or the wrong keyboard app for your device.

 

I completely agree that if you are using whitelists it should warn you about vendor keyboards and Google voice. If Android cannot detect a keyboard it defaults to what it has left...which is voice.

 

Unfortunately, there is no clean solution that I have found.

 

Meraki would be the only ones who can fix; all Apps removing if there is no required PIN setup. It should ideally be a choice, but I am not sure if this is a limitation of Android and possibly outside of Meraki's control.

 

Thank you,
Peter James

MJW
Here to help

Re: Problems following Meraki SM Update

Thank you Peter!


Getting noticed

Re: Problems following Meraki SM Update

Hi, I am having the similar problem also, though I am not using whitelist. 

 

Users apps are disappearing including the default email app....


Makes their phones pretty useless!

Welcome to the Meraki Community!
To start contributing, simply sign in with your Cisco account. If you don't yet have a Cisco account, you can sign up.
Points Contest
Join us for a month-long contest with heaps of swag to win!

Learn More ›
Labels