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Android app connection retry

Brad Zemke 2 months ago updated 2 months ago 5

Hi, 

We are attempting to push out the Android app to a fleet of tablets running Android 9 and other near versions. 

They're all running over a cellular network for data access.

The problem arises when the tablet is inactive for a period of time, at which time the guest will appear offline and you cannot connect remotely. to access the tablet again there needs to be manual intervention to open the app and wait up to 10 minutes for the app to attempt connecting to the server.

I have been speaking with support with ticket number #14906943 and they have requested I post this here.

ConnectWise Control Version:
21.10
Server Affected:
Host Client Affected:
Guest Client Affected:
OS:
Android version 9
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Hi Brad,

Thank you for reaching out to us. May I know the type of device(s) you use and Control version please?

Also, is this happening with the tablets only? The other devices are working fine. Is it correct?

Hi Rishikesh,

Only tablets are affected, all other agents are fine.

Control version installed on tablets: 20.1.28372.7436

all tablets are Samsung Tab A's

Thanks :)

Android version 10 is also affected.

please see example. Unless tablet is restarted, this fails to connect in any reasonable amount of time.

Note:

* all nodes in the background are other tablets, all experiencing the same issue.

* In and out of airplane mode has been attempted

* switching between 4g and wifi has been attempted

* force closing the app has been attempted

* updating to latest android version has been attempted

Hi Rishikesh,

Only tablets are affected, all other agents are fine. 

Control version installed on tablets: 20.1.28372.7436

all tablets are Samsung Tab A's

Thanks :)