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‎11-14-2023 06:15 AM
Dear Community Members,
We are currently encountering an issue with the enrollment of three recently acquired Samsung S23 devices. While we are able to successfully enroll other devices, these specific models are presenting a persistent problem.
The error message displayed is as follows: "Zero-Touch Registration is not available. Check your internet connection and try again."
To address this, we have attempted the following troubleshooting steps:
- Utilized mobile data from various carriers as well as Wi-Fi connections, yet the error persists.
- Formatted the devices.
- Completely removed the devices from the Zero-Touch portal (https://partner.android.com/zerotouch#) and subsequently re-added them.
- Attempted manual enrollment using the QR Code provided by Intune.
Despite these efforts, the issue remains unresolved. Interestingly, we have successfully enrolled a Samsung XCover 5 without encountering any similar difficulties.
We are reaching out to inquire if others in the community are experiencing similar challenges with Samsung S23 devices. Any insights or suggestions would be greatly appreciated.
Thank you for your attention to this matter.
Kind regards,
Zackory
Solved! Go to Solution.
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‎01-22-2024 11:34 AM
Hello everyone,
I hope you are doing well.
I wanted to come back to you all with some positive news a fix has been implemented for this issue. I've heard from a couple of you that this is now working. If you could all check your impacted devices please to see if this has been resolved and let me know, that would be a great help.
Once again a massive thank you for all the feedback you have shared in this discussion, it has really helped to get this resolved.
Hope to hear from you soon and thanks again.
Lizzie
P.S - I will mark this as resolved and update the service announcement, but do keep me posted if you believe this isn't the case. Thanks.
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‎07-10-2024 11:58 AM
Hey everyone,
I hope you are doing well. As this issue is now resolved and it's quite a long discussion, to avoid confusion with any future comments I'm going to close this topic for new replies now. I hope this is all fine with you.
If you are experiencing something similar or want to discuss something related, please do create a new topic here in the community (here is the direct link to do it) and we can carry on the conversation.
Thanks so much,
Lizzie
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‎11-14-2023 06:16 AM
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‎11-14-2023 07:02 AM
Hi Zackory, have you tried Samsung Knox to direct the device to your MDM instead? Is the network you use, unrestricted?
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‎11-14-2023 07:05 AM
Hi Moombas,
we do not use Samsung Knox currently. The network we are using ist unrestricted.
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‎11-14-2023 07:17 AM
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‎11-14-2023 09:31 PM
Hello Jason,
we don't use Knox Mobile Enrolment at all. We are only using Intune and https://partner.android.com/zerotouch#. Is there any way to check if the device is enrolled to Knox Mobile Enrolment?
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‎11-14-2023 11:02 PM
@jasonbayton, but even if registered in Knox as long as there is no config assigned wasn't it like this behavior:
1. Knox lookup for assigne configuration etc.
2. If there was nothing, Google ZTP checking for assigned config
3. If there is also nothing found: Enroll like consumer device
@Zackory Did you try to enroll using mobile data instead just to verify it's not working there as well?
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‎11-14-2023 11:06 PM
@Moombas I tried mobile data from different carriers.
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‎12-07-2023 04:09 AM
@Zackory Have you been able to resolve this issue? It appears we are having the same issue in our region (NY Area). I was only able to find your post reporting this issue. Trying to gauge how widespread this issue is and if a solution has been identified that you can share.
@jasonbayton @Moombas have you encountered other companies that are having the same issue? Has Samsung and/or Google acknowledged the provisioning outage?
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‎12-07-2023 04:38 AM
Hi @treborny, i can only talk for the company i currently work for 😉 but, no I haven't seen this issue yet. Even on the MDM customer portal no one has posted such issue or request yet.
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‎12-11-2023 11:55 AM
Hey @treborny , we successfully bypassed this issue by manually enrolling with the QR code. Initially, it was impossible because I used the afw#setup method. However, after a factory reset, if you tap the screen 6 times at the "Choose Language" panel, it redirects you to a QR code scanner. Scanning the enrollment QR code at this stage works.
The problem isn't fixed yet, but we now have a workaround.
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‎12-11-2023 11:57 AM
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‎12-12-2023 12:39 AM
We have tried enrolling with QR-codes to bypass the problem. Everything seemed fine, but after the setup was finished, the devices got a 1 hour count down and after 1 hour the device resets back to factory defaults.
The workaround did not work for us, but it might work for others.
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‎12-12-2023 12:47 AM
same situation here! Either the same error appears or the 1 hour counter starts and resets the device afterwards.
No workaround for us.
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‎12-12-2023 12:52 AM
But in this case your devices are detected by ZTP correctly (somehow) but only after the initial setup. The behavior is as you described. Still worth information i think for Samsung and Google to investigate.
But in your cases: Didi something change after the initial setup to different Wifi/LTE usage or so, so that the devices have then an other data connection maybe less restricted?
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‎12-12-2023 12:52 AM
This is the expected Zero Touch behaviour, if you enroll a device and skip the Zero Touch enrollement by using a QR Code or by not enrolling at all, the device will force you to reset it and start again with ZTE
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‎12-12-2023 03:39 AM
Hi @HarmonJames
You've to setup the device as "No configuration" in GZT for avoid the need of a factory reset.
You can revert the change after the device configuration is done.
@weberda FYI.
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‎01-22-2024 08:54 AM
How was this countdown captured? Was this an error message that appeared?
Thanks
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‎12-12-2023 02:55 AM
How do you perform the factory reset? I'm looking for a (end) user friendly way
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‎12-12-2023 03:01 AM - edited ‎12-12-2023 03:03 AM
The device is requesting this itself (as there's the 1 hour deadline).
Otherwise:
Do it via settings (different menu setup from Android and OEM versions, so no general guide possible) or via recovery menu (if available; for example Nokia removed this possibility).
Or (as it's then already connected to the MDM) send the wipe via the MDM).
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‎12-07-2023 08:58 AM
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‎12-08-2023 04:13 AM
We are also experiencing the same problem. Samsung S23+
Please give this issue a high priority. We have several users who are now without a working phone.
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‎12-13-2023 10:54 AM
Thank you, I have discovered this issue this week when a user accidently wiped their phone. It is a Samsung S22 same issue with an S23. We use Microsoft Intune. Strangely when I went to Intune to check the ZTE it asked me to re-enroll. Nothing changed. I got Microsoft on a support call. They told me to contact Android support. I stumbled somehow into this thread and was happy to see I am not the only one having this issue.
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‎12-08-2023 01:44 AM
We have the same problem, it just looks like it only affects Android 14 Enrollment.
Older devices with Android 13 work just fine.
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‎12-08-2023 06:21 AM
Hello @Zackory, @HarmonJames, @EdwinK, @treborny,
To those who I haven't met yet, nice to meet you, my name is Lizzie and I manage the community here.
I am sorry to hear you are experiencing this issue and thanks again for your highlighting here in the community. I wanted to come back and recommend, if you haven't already, would you mind please contacting Samsung in the first instance.
I'll also continue to provide your updates to our team internally.
Thanks again and speak to you soon.
Lizzie