Symptoms
On some devices, the Android Intelligent Hub application loses communication with Workspace ONE UEM and becomes unable to take any further administrative actions on the device. When the user opens the Intelligent Hub application, they are prompted to enter their Server URL or Email Address as if they were about to enroll the device. However, the status of the device in Workspace ONE UEM is Enrolled, and the Last Seen time stops updating.If the user tries to enroll by entering the Server URL or Email Address, they see an error "Something went wrong with discovery."The issue has so far only been seen on Samsung devices running Android 9 & 10 that are enrolled in Android (Legacy) mode. Users are unable to deactivate the Device Administrator status of the Hub application, and the Hub application cannot be uninstalled.Note: Similar behavior is already known to occur if users upgrade directly from Agent v8.3.x or lower directly to the newest Hub version without first performing an intermediate upgrade to Hub v9.0. The issue described in this article is not a result of such an upgrade and occurs intermittently on devices on recent Hub versions.
Impact / Risks
When in this state:
The Android Intelligent Hub application loses communication with Workspace ONE UEM and becomes unable to take any further administrative actions on the device.All profiles and applications that were previously installed through Workspace ONE UEM remain installed. For example, if factory reset is disabled in the Restrictions Profile pushed by the organization, factory reset remains disabled.
Resolution
This has been identified as a rare intermittent issue with Android (Legacy). If you experience this issue, we recommend migrating to Android Enterprise.
Workaround
Android (Legacy) devices in this state can be re-enrolled by following these steps:
Open the Hub application on the deviceTap on the Hub icon 5-6 times. A small window should appear.Tap on "Recovery".Re-enroll as usual by entering the environment details and user credentials.
This recovery method is only available on Workspace ONE Android Intelligent Hub v20.10.0.28 and higher.
