[Product Update] Dynamic duo: improved dual-SIM support in Android zero-touch

[Rose]

Note: this article has been updated on 03.04.2024 to reflect improvements to the process of provisioning dual-SIM devices via zero-touch. Please see the below steps for best practice. 

As individual tools, both zero-touch enrollment and dual-SIM devices offer a wealth of business benefits. But until recently, the two IMEI numbers - one for each SIM card - in a dual-SIM device meant integrating dual-SIM with zero-touch was unreliable and dependent on SIM configuration.

The good news: we’ve enhanced dual-SIM support in zero-touch, improving the reliability of dual-SIM enrollment, and simplifying management.

What does this mean? 

This improved integration addresses the known issues some users have previously experienced when provisioning dual-SIM devices with zero-touch. 

It means dual-SIM devices don’t need to be registered as two separate devices to be reliably managed. It also minimises the risk of devices being missed during provisioning and getting stuck in a reset loop, or randomly undergoing factory reset. 

There is no action required to activate this fix, and you’ll only be visibly impacted if you’ve experienced the issues above. Otherwise, we’d recommend you continue to follow the steps below as best practice.  

Here's how it works:

1. Lead with the lowest IMEI:

For zero-touch to recognise and configure dual-SIM devices, the device initially needs to be registered with the numerically lowest IMEI. For example, if the two IMEI numbers are 000000000000001 and 000000000000002, you would register the first. 

2. Zero-touch to go:

Upon boot up zero-touch will detect the device and provision it, applying your preconfigured settings and apps. Cue smooth sailing.

Tips for a smooth two-step

• Be aware: If your device is preinstalled with a version of Google Play Services prior to 24.07.12, after setup zero-touch will detect the device, register its serial number, and prompt a factory reset. The next time you set up your device, it will be provisioned through zero-touch. 
• Communicate with your reseller: Make sure they understand the importance of registering with the lowest IMEI for dual-SIM devices. 
• Test, test, test:  When integrating dual-SIM devices with zero-touch, begin with a test batch to identify and troubleshoot any hiccups. You may also wish to check this documentation for any known issues.
• Documentation is key: Clearly document the specific steps for dual-SIM zero-touch deployment so users know what to expect when setting up.

For more details including prerequisites, configurations and a getting started guide, check out this zero-touch enrollment for IT admins article.

Now, it's your turn to share your thoughts. Do you currently use a dual-SIM device? If so, how do you use it? Was it provisioned through zero-touch? 

[jasonbayton]

I gave this a go this evening - dual SIM device with two IMEIs running Android 10.

I registered the first (lower) and it was detected by ZT fine. It enrolled, pulled down Google Play Services and.. nothing? 

I see no additional data in ZT, be that as a customer or reseller, so I'm not sure what to expect here now. It's been over an hour so far with no further prompts.

I'm hoping I'm misunderstanding this and the two factory resets implied isn't actually a thing. I couldn't imagine making the current registration experience any worse for customers who are already at the mercy of resellers to do something [registration] customers themselves can do with near every other OOBE solution but that would certainly top it. 

[Moombas]

Hi @Rose,

thanks for letting us know and welcome here in the community.

I wonder if this change was already implemented as i would expect that both numbers needs to be claimed and that for example the batch for uploading/changing configuration assignements will change so we can add IMEI1 and IMEI2 in two seperate fields for the same device but can't see such a change.

[Lizzie]

Thanks so much for your comments and feedback here @Moombas and @jasonbayton. 

Based on your questions, we've updated some of the original text above just to make it a bit clearer what we are referring to here. This is a fix for some devices that were experiencing issues previously, if you weren't impacted there is no change here. 😀

I hope this helps to clarify things. 

Thanks again (and I hope you both had a great weekend). Speak soon.

Lizzie

[jasonbayton]

Appreciate it @Lizzie, is there an ETA or vague outlook on something a little more permanent a fix?

[Lizzie]

Thanks @jasonbayton. As far as I'm aware there isn't an ETA on updates regarding this at the moment.

But, I do think if there are specifics you would like to be considered related to this, it would be great to share them here in the community. I will gather them up and feed them back to the team working on dual SIM, which will be super helpful as they develop this further. 

Thanks so much,

Lizzie

[Lizzie]

Hello everyone, 

Just to let you know, since we posted this at the beginning of February 2024, the team have worked on some more improvements to address the known issues some users have been experiencing with dual-SIM.

Most importantly to highlight is that a device factory reset is no longer needed in the steps above (unless the device is preinstalled with a version of Google Play Services prior to 24.07.12). 

I hope you find this helpful.

Thanks,

Lizzie

[jasonbayton]

As it should be! Thank you team 🫶

[mistermatt87]

Hi everyone,
We are a device manufacturer, and it seems that since those change have been introduced, during the enrolment our devices are not going into ZT. 
Once we have done the wizard, after a couple of minutes we have a notification that notify that the device is managed by ZT and that it will be wiped.
This is quite annoying because enrolment process is not as it should be and how it was before.
Any idea if it's a side effect of change mentioned here ? 
Issue is seen on different OS versions (10/12/13/14) and since some device are produced for a while they don't have latest PlayServices version mentionned above.

Thanks

[Moombas]

The automatic wipe is a default behavior if devices are not running thru zero-touch at enrollment but detected afterwards.

So, you need to ensure that your device has access during enrollment to reach the ZTP, otherwise you will encounter this issue. But if they can reach ZTP but are not detected by it you need to look into that together with Google but then i think the partner portal is maybe the right place to raise that @Lizzie or @ReeceK?

[Lizzie]

Thanks @Moombas. 

Hello @mistermatt87, thanks for your feedback here.

Yes, as Moombas mentioned I wonder do you have access to the Partner Portal to raise a ticket directly?

It sounds like this could be something else, but we may need to dig a little deeper, if you are able to raise a ticket we can explore if what you are experiencing is related to this change or potentially something different. 

Speak to you soon.

Thanks,

Lizzie