Reboot Device Action missing

[DanielJacks]

According the the Workspace ONE documentation, a "Reboot Device" action should be available for Android. This action is not available for our Android test device under Devices > List View > Selected Device.

How do we enable the "Reboot Device" action? 

Screenshot attached of the product list view with an Android device selected.

[Phil_Helmling]

which ownership mode did you enrol the device into? See this page for the commands available for each mode - https://docs.vmware.com/en/VMware-Workspace-ONE-UEM/services/Android_Platform/GUID-AndroidManagement...

[DanielJacks]

Thanks for the reply.

The Ownership mode as viewed under Devices > List View is showing as "Corporate - Dedicated". Is this the same as "Work Managed Device Mode"? If not, how can the ownership mode be changed?

[Phil_Helmling]

Its configured at the tenant level. Goto Groups & Settings > All Settings > Devices & Users > Android > Android EMM Registration (see screenshot).

default is Work Managed meaning it should be showing. If not, please log a support call and they should be able to troubleshoot.

[DanielJacks]

Confirming 'Work Managed' is enabled is enabled - the Enrollment Settings are the same as in your screenshot.

I tried to contact support to organize a call but it doesn't appear to be possible. At the following page: https://customerconnect.vmware.com/support/create-request/technical

I get a message that says "The selected Organization has no products associated with it. Try selecting a different Organization to see the products you are entitled to."

The correct (and only) Organization is selected and Workspace ONE is added as a product. However it's currently in trial mode, could this be why support is not available?

Is there another way to contact support?

[Phil_Helmling]

Hey Daniel, if you are using a trial, then the best course of action is to speak with your partner or your VMware SE to get them to log a support call on your behalf. VMware have EUC Specialist SEs that can also assist. 

[DanielJacks]

Thanks Phil.

We managed to work it out ourselves. The solution was to factory reset the Android device and follow the link provided by Google to the Intelligent Hub app install. Previously we tried deleting all accounts from the device and installing Intelligent Hub via Google Play. This option left the device in COPE mode (Corporate-Owned, Personally Enabled) and that was the problem.

The reboot option is now available, plus other options that were missing before.

[Phil_Helmling]

Thanks for the update Daniel. I'll be banking that one