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Locate Device Failing

Jude Lim

Hi,

We have been using the Locate Device for a while and its been good to us.

Locating device not failing with Samsung Xcover 4 and Samsung A52/A53.

However, with Samsung A03, A13 and 14 - we are getting locate failed error for some reason.

All permissions are granted with the location and same configuration with the working ones.

Are we missing any settings or are these devices are part of the unsupported mobile types?

Thank you for any leads.

Kind Regards,

Jude



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Parents Reply
  • 0 in reply to Qoosh

    Hi Kushal,

    All working. This is a new device and new installation. Sophos able to connect to the phone and I do see see notification straight from the phone that Sophos is gathering some data from the device however on the last part of the process, it just completely fail. 

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  • 0 in reply to Jude Lim

    I was able to test on an A03 device successfully, but did not encounter any issues. 

    Do the test result change if you have the Sophos Mobile Control app opened when sending the location request? I performed a refresh within the app to ensure the request was responded to. 

    Could you click the magnifying glass icon on the "Locate" task and share a screenshot of the steps/failures shown? 



    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
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  • 0 in reply to Qoosh

    Hi Kushal,

    I dont have access to any A03's now as it wasnt compatible to another software we had. We are now on A14.
    Here's the screenshot for the task progress.

    The other devices have the same errors. 

  • 0 in reply to Jude Lim

    If you do see the device respond locally to the location request, I presume the "Last SMC synchronization" time is very recent. 

    Are you performing these tests while connected to a specific network, or is this being done over cellular data? It is strange that the timeout would occur only a minute after the request is sent to the device. When testing this again while only keeping the Control app open in the app switcher, I see the following results. 

    If the issue continues to persist regardless of using cellular data, I'd suggest opening a support case with our team.

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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