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New Contributor

Rescue Mobile displays white screen when remoting on to a newer samsung device

Since the Samsung S5e tablet and S10 phone came out, we have not had any success with using mobile rescue with them. It looks as if it will work on the tablet and phone side, but the screen does not display once "on" the device and then when trying to remote control to it, the screen is completely white. We use Sophos for security on it and Airwatch for MDM properites. I've tried remoting on with it unenrolled in Airwatch and Sopohs and the same thing still happens. It works fine on older devices such as the S9 phone and S4 tablet. Anyone else experiencing this as well? Makes it very difficult when we are all working remotely. 

10 REPLIES 10
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LogMeIn Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

Hi Dawn,

Please verify, that “Screen capture” related policies in their MDM system are enabled.  We use Android’s default screen capture technology on Samsung devices with Android 10 (instead of Samsung’s screen capture technology), because of technical reasons. In general, there are multiple factors (device type, Android operating system, MDM software, etc.) that effects Rescue behavior.It may be possible that Samsung’s screen capture bypasses some MDM policy that Android’s screen capture does not use by default.

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

Thank you for the suggestion. I will look into our MDM settings. But we are having the same issue when a device is not even enrolled in an MDM. Would there be a settings in the Rescue Mobile admin console that we would need to take a look at as well?

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

AshC, 

Does LMI have the capability to test/reproduce this issue on the same device we use

Samsung 5Se tablet from Verizon SM-T727V Android 9

Samsung S10 phone from Verizon SM-G973U  Andoid 10

or only via software emulation?

Even without MDM and A/V installed, the issue is present on these devices.

-Mike

 

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LogMeIn Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

I'm afraid we don't have the ability to test with every new piece of hardware on the market, though those devices are pretty standard so they should react identically.  Are there any options to switch networks for these Samsung mobiles? 

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

I have opened a support ticket regarding this and will post solution, if any.

-MT



 

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

Were you able to find a resolution to this? We are still experiencing the same issue with the Samsung Tab5SE tablets and are looking for a workaround. When connecting to these we just get a blank display and cannot see the client screen through the display view or remote control.

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

We have not found a resolution yet. We keep trying to work on it but no success yet.

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

No, LMI is still investigating it. 

 

I don't know why they just don't buy this tablet themselves and troubleshoot it instead of bothering the customers so much with their back-and-forth process.

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New Contributor

Re: Rescue Mobile displays white screen when remoting on to a newer samsung device

That is unfortunate, but thank you for following up and confirming. This is severely impacting our ability to support these devices.