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Kaseya MDM App going to sleep on iOS & Android devices

KB# - KKB000833

Question -

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?

 

Answer - 

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.

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