[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? 

[mistermatt87]

Hi,
Thanks. I'll do a few additional test on my end, and if needed I'll open a ticket on the partner portal.

I know automatic wipe is as expected, but just strange that device are not going through ZT worflow in the wizard, and I was wondering if the change mentionned above was a side effect.

BR

Matthieu

[Moombas]

Also check if a reassignment of the configuration in ZTP will help (assign no configuration, then assign the correct one again, then wipe the device and check again).

Please do one test device only, later you could you it in a batch if needed.

Have seen this in the past also sometimes for some of our devices.

[mistermatt87]

Dear all,
We have made more tests, on all devices with old Google Play Services, we are not able anymore to enroll anymore in ZT, even after a factory reset when we get the notification that device is in ZT.
On devices with a more recent version of Google Play Services, with same ZT policy we don't have any issue.

So looks the change introduced 2 weeks ago introduced some regressions for older devices.

I have already open a ticket on partner portal.

[Lizzie]

Thanks @mistermatt87 for the update the update shouldn't have impacted any older devices. Thank you for creating a ticket via the Partner Portal, this will allow our team to investigate further. 

Speak to you soon.

Lizzie

[mistermatt87]

Dear @Lizzie @Moombas @jasonbayton 

I had some discussions with Google team so far did not get expected feedback.
However I made some tests :

1. I register device with IMEI into customer ZT console.
2. On customer console I made an extract of IMEI uploaded, IMEI is listed, S/N not
3. I try to do ZT enrolment, it does not work
4. After a bit of time I have a notification that device is in ZT, and it will be wiped
5. If I checked back from customer console and made the extract again, S/N is now listed
6. After device wipe, ZT enrolment works.

So seems below information on above post impact old device

• 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. 

So it seems with have a critical issue / major regressions for old devices that for sure that does not have the latest Play services version since they have been produced for a while.

Thanks

[Moombas]

@mistermatt87 : Con you check if after that the IMEI is still registered in the portal?

@Lizzie : If this happens how we can ensure that a device is removed (taken out of production but handed out to charity or so) from zero-touch if we expect it's claimed by IMEI1 but is via SNR?

[mistermatt87]

Hi @Moombas,
AT step 5. when I made the extract I have both IMEI & S/N listed in the extract.

[Moombas]

@mistermatt87 : So, both in the same line as one device? Then my concern is gone 😄

[mistermatt87]

@Moombas yes all in same line.

@Lizzie I have received feedback from eng. team and the new feature impacts devices with old version of PlayServices.
This is really a pity. We have already some customers that are extremely unhappy, and they told us they'll consider another OS when they'll change their device later this year because they cannot accept having change like that on professional devices.