How to troubleshoot app installation issues during MEM device provisioning

There are two known Android issues that sporadically impact devices during provisioning (1. device stuck on the app setup screen 2. apps do not automatically install after enrollment). We are actively pushing Google to resolve these Android issue, and apologize the inconvenience. If you encounter either of the issues, please follow the below workaround steps tested by our engineering team. 

Troubleshooting Steps:

Step 1: Restart the device. If the issue persists, proceed to step 2

 

Step 2: (Note that you only need to do Step 2 & Step 3 once for all impacted device) Create a new policy on Settings > Policy.  Remove all applications from the policy except for “Samsara Agent”. Set the Install Type for “Samsara Agent” to "Required Auto-Install (users not allowed to uninstall)". Make sure to set up WiFi-Networks before proceeding.

Navigate to Settings > Policy and click "Create New Policy" on the upper right corner. In this example this newly created policy will be referred to as the enrollment policy

Remove all applications on the enrollment policy except for Samsara Agent. You may remove applications by clicking "Uninstall Application"

After removing all applications except for "Samsara Agent", Edit the Install Type of Samsara Agent to "Required Auto-Install (users cannot uninstall)". Save the changes by clicking "Update Application"

Before publishing the policy to mobile devices, make sure that you Configure WiFi Networks to ensure connections during setup  

Save the new policy created on this step by "Publish changes"

 

Step 3: For your desired policy (e.g., “Default”), change the Install Type for all apps that you wish to automatically install to “Required for Device Setup”. Make sure to set up WiFi-Networks before proceeding.

Edit the Install Type of all applications you wish to automatically install on drivers' devices to "Required for Device Setup". Samsara Launcher may remain in Kiosk

Before publishing the policy to mobile devices, make sure that you Configure WiFi Networks to ensure connections during setup  

 

Step 4: Enroll the mobile device using the enrollment policy (Step 2). Once the device is enrolled (you do not need to wait for Samsara Agent to Install), change the policy to the desired policy (Step 3). Make sure that WiFi-Networks are set up in both policies before proceeding. 

Navigate back to the device provisioning screen, change the policy to the policy created in step 2 (the QR code will automatically update) and enroll the impacted mobile device using this policy. 

 

Once the mobile device is set up with Samsara Agent installed, change the policy assigned to the impacted device back to the desired policy. You may change the policy for individual devices on the MEM > Mobile Devices screen, or add devices in bulk on the Settings > Policy (choose the desired policy) page

 

Additional tips:

1. You can have up to 5 applications whose Install Type is set to "Required for device setup". To automatically install more than 5 applications on mobile devices, you may iterate the below process:

a. Set the Install Type for 5 applications to "Required for device setup". Publish the policy. 

b. Once the applications are installed on the mobile devices, set the next 5 applications to "Required for device setup". You may change the 5 apps that are already installed in step a to "Required Auto Install (users not allowed to uninstall". 

c. Repeat step b if you have more applications you wish to install automatically

 

2. If the applications still do not install after performing the workaround steps outlined above, please reach out to the support team. In the meantime, you may manually install the applications on mobile devices directly by visiting "Play Store"