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Android smartphones reboot few times a week, no updates

Good morning,

since a couple of weeks ago, I'm experiencing a very annoying issue on all managed (no Android work profile, complete management) Android phones.

They reboot with no apparent reason at least once a week, causing colleagues not be reachable until they input PIN to start the device.

Sophos MDM manages Samsung A52s, A53s, xCover and Galaxy S21+, all of them are affected by this problem.

Any known solution?

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  • Some initial checks to perform if you're experiencing this issue are as follows.

    Check if the "System update policy" within the Android Enterprise > Restrictions policy is set to "No policy". If the setting is changed, it can cause your device to reboot without user interaction.

    An option on newer Samsung devices which can also cause the same behaviour is "Auto Optimization". The following article from a 3'd party explains how to disable this.

    If you continue to experience issues, please let me know. Outside of these settings, Sophos Mobile will not restart your phone automatically.

    Kushal Lakhan
    Team Lead, Global Community Support
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  • Hello Paul,

    it seems to me, that it works if I update the Samsung Apps, especially in our case, the Galerie App. Since four days no more reboots. For me it means, that the employees regular have to look, whether there ist an update, at least if the mobile starts to reboot again.

    Thanks and have a "reboot free" day Thumbsup

  • Thanks Peter. Yes, I have seen a few comments on the Samsung Community page stating this could be certain apps causing reboots.

    We have our Sophos Google Play policy set to 'Auto update apps: Over any network' so I would presume everything is getting updated. But on the other hand we disable stock system apps like the Samsung Gallery to remove all the bloatware, and install required apps using the Google versions.

  • 5 different users here with the same symptoms. And No one is sure what is causing this, but recently my Android phone has also been rebooting almost everyday. It began doing this around the same time as others have mentioned. Whether this is a Sophos issue causing the phone not being able to ping something or call home, and throwing a fit (and rebooting), due to the webfilter or the firewall blocking connections. This a strange set of coincidences that all these devices are randomly rebooting all of the sudden and no one can tell why.

  • Hello   Did you solved the problem with this recomendations? Thanks. We have the same issue... thanks

  • I find this really interesting as we've recently been moving our estate from Sophos to Intune and have come across this same problem on Intune. However when we were on Sophos, this was never an issue. 

    Other than the MDM change, the only other thing we've changed is that we now install Intune onto the phones using Samsung Knox whereas with Sophos we just used the afw#sophos method to install sophos on the phones. 

    Can other people in this thread confirm if they also use Samsung Knox with Sophos and if they have disabled "system apps" as part of their config .. I cant help but think there must be a common factor between everyone experiencing this issue if the MDM isn't the underlying problem. 

  • Is there a fix as all the Android phones are affected by this and I dont know what to do.