IBM Security MaaS360

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  • 1.  COSU Kiosk

    Posted Mon January 11, 2021 10:16 AM
    I have a customer using the Android Enterprise COSU kiosk on a Samsung device. For some reason the kiosk doesn't allow her to access the dialer app. It appears the dialer app also controls the keyboard so as a result she is also unable to type. We already have the dialer app whitelisted in the kiosk policy and we also tried whitelisting the app ID com.samsung.android.incallui but still not working

    Any help would be appreciated.

    Joe

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    JOSEPH ADETORO
    IBM Security MaaS360 @ AT&T
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  • 2.  RE: COSU Kiosk

    Posted Mon January 11, 2021 12:04 PM
    Hi Joe - what's the app ID they whitelisted in the policy - is it com.android.phone?   When they state that it's not allowing access - does the app appear at all or is it there but fails to launch or crashes?  Any on screen errors?

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    Matt Shaver
    System Architect
    IBM
    mshaver@us.ibm.com
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  • 3.  RE: COSU Kiosk

    Posted Mon January 11, 2021 12:36 PM
    Hi Matt,
    The dialer is a kiosk launcher setting that we enabled in the policy
    These are the app IDs we have manually whitelisted:
    com.iddl.iddl_plus
    com.actsoft.mcomet2
    com.exaktime.mobile
    com.google.android.apps.maps
    com.samsung.android.incallui
    com.samsung.android.messaging
    com.google.android.webview
    com.samsung.android.dialer

    The device is a Samsung Galaxy Note20 on Android 11
    The admin is unable to type anything because the keyboard doesn't come up. When she tries to input anything she gets an "Autofil" prompt
    I believe the dialer and keyboard issues are related

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    JOSEPH ADETORO
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  • 4.  RE: COSU Kiosk

    Posted Mon January 11, 2021 12:52 PM
    Can you ask the client to whitelist the com.android.phone app ID as well, and if that does not resolve, could you open a case at ibm.com/mysupport.  If it doesn't work, we'll need to gather some sensitive info to continue troubleshooting.

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    Matt Shaver
    System Architect
    IBM
    mshaver@us.ibm.com
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  • 5.  RE: COSU Kiosk

    Posted Mon January 11, 2021 02:24 PM
    That app ID worked for allowing the dialer app. However the customer says she is still unable to access the keyboard in any other app including text messaging.
    I've opened a case on the keyboard. Thanks Matt!

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    JOSEPH ADETORO
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  • 6.  RE: COSU Kiosk

    Posted Mon January 11, 2021 02:43 PM

    The keyboard shouldn't have to be whitelisted separately.  It's an interesting glitch though - do they happen to have any of the following policy features enabled?  Can they try disabling them to see if the keyboard appears?



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    Matt Shaver
    System Architect
    IBM
    mshaver@us.ibm.com
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  • 7.  RE: COSU Kiosk

    Posted Mon January 11, 2021 07:36 PM
    No they do not have any of those settings disabled

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    JOSEPH ADETORO
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  • 8.  RE: COSU Kiosk

    Posted Mon January 11, 2021 11:09 PM
    Hi Joseph,

    Try whitelisting the following app id's

    com.samsung.android.honeyboard
    com.sec.android.inputmethod

    you can find the installed app id on the mobile using this play store app (https://play.google.com/store/apps/details?id=sk.styk.martin.apkanalyzer).using this app can find that device keyboard app id.



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    mohanraj
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  • 9.  RE: COSU Kiosk

    Posted Tue January 12, 2021 06:59 PM
    We tried everything but eventually we did wipe the device and re-enrolled, which resolved the issue.

    What was bizarre was that even after we removed the kiosk, the device did not have access to a samsung keyboard. In the input settings on the device the only options available were for Google or Samsung Voice input, no keyboard option. After wiping and re-enrolling the default is now Samsung Keyboard.

    Thanks all for your suggestions!

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    JOSEPH ADETORO
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