KB# - KKB000833
I noticed that the Kaseya MDM (Mobile Device Management) App on my iOS & Android devices goes to sleep and causes VSA Activity to the app and device to not occur. How do I prevent this?
On iOS devices:
Background processing is allowed for only a period of time. When the device sleeps, all apps are suspended. The Kaseya MDM Agent uses the low power background tracker as a trigger to wake the agent up (as there is no location tracking unless that has been enabled). This still may not trigger check-ins according to the device settings.
As such, first, visit the Mobile > Operations > Device Status page, select this "sleeping" agent and choose the "Request Check-in" button.
If no activity, from here, the device itself will have to have the app re-launched and chosen to "Check-in" (from the app) or via the Mobile > Operations > Device Status page, using the "Request Check-in" button from there.
On Android devices:
The Kaseya MDM Agent runs as a background service. It will appear in the list of running services on the device (Settings > Applications > Running Services).
As such, visit the Mobile > Operations > Device Status page, select this "sleeping" agent and choose the "Request Check-in" button.