Samsung devices lose Device Admin permission for SEP Mobile following application of monthly Android OS patch

Products

• Endpoint Protection Mobile

Issue/Introduction

Following the installation of the manufacturer's monthly Android OS patch on Samsung devices, it has been observed that the SEP Mobile application will sometimes lose the Device Admin permission.  This in turn allows the OS to close the SEP Mobile background process, causing the app to lose connection with the SEP Mobile Management Console (MC) and the device to eventually become non-compliant.  

Environment

SEP Mobile for Android app running on various models of Samsung devices.  The issue has been observed mainly on phones, not tablets.  

Cause

The cause is currently unknown; Broadcom Support and Development teams are investigating the issue.  It is suggested to please open a support case with Broadcom and Samsung if it appears this issue is being encountered. 

Resolution

Gathering the following information:

1.) Open the Dialer app, and enter *#9900# - once these 7 characters are entered, the debug menu will automatically open.  
2.) Scroll down and select the option Run dumpstate & Copy to sdcard.
3.) Choose a custom filename if desired and then click OK.  
4.) The file may take a few moments to generate - when done, there should be an option to Go to My Files.  (The file location will be [Internal Storage]\log)
5.) Gather the resulting dumpstate....zip file and supply it to Samsung Support.

Then contact Samsung with the above information.