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Battery Optimization errors across all devices since update to SMC app version 9.7.10088 (devices are now non-compliant)

Benedict Müller

Hi there,

who else is seeing devices becoming non-compliant after the latest SMC app version update to 9.7.10088? Nearly all of our devices need to be brought back in by the users to fix this issue on the device. Most of our users are not so skilled and a language barrier makes it even harder to explain by phone what they have to do.

The update collides with our compliance policy: "SMC permissions can be denied"

Sophos told us it was a bug in prior version or versions that did not set the setting correctly. With us it is only about 80 devices spread around South Germany but what are you guys doing who manage > 100 or even > 1k devices?

Regards,

Benedict



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  • 0

    Hi Benedict,

    Thank you for reaching us. our team is currently working on the fix for this issue and based on this article, Our team has started the staged release for the new client version that will solved this issue. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    Hi Glenn,

    this is the Case-ID: 04932405. It is an ongoing case as you might see when you open the case file. 

    As we have employees who are not tech savvy and have language barriers we cant tell them what to do via phone or mail. We already prepared a PDF but that did only work with around 3% ...

  • 0 in reply to Benedict Müller

    Hi Benedict,

    Our team successfully rolled out the new client version 9.7.10088 which will fix the issue that you've currently faced.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    That is the thing. The issue came with the newly released version! We are already in contact with an escalation team who is reviewing everything from our setup and the app in collaboration with the developers.

    I posted here to get tips/info on how others are handling this bug/problem. I imagine that, if auto-update is active thousands of devices must no be non-compliant irreversible. So how to tackle that? Reset every device and let them set it up again through SSP?

  • 0

    Hi Benedict,

    we are facing the same issue as you do. 

    About 200 Devices were non-compliant over night. Yippie!

    As far as i found out it the user only has to open Control App and tap allow twice. 

    We also made a pdf and sent it out and our service desk team is trying to reach those users by phone that still have trouble performing the steps.

    Version 9.7.10088 of SMC App did not solve the problem.

    Regards

  • 0 in reply to hellm00d

    Hello,

    Thank you for reaching us, by any chance was there any ticket ID logged for this issue that you've faced? If not? please create a case ID and share it with us so that we can get back to our dev team about the issue that still persist even after the fix has been released. You can DM me for the case ID. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • +1 in reply to GlennSen

    Hi All,

    We got advice from our Dev team that the battery optimization we have seen with the last release is caused by the changes Google asked us to do.
    The user would have to confirm the permission on the mobile device - there is no procedure to automatically permit that permission

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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