Hello,
Thanks for reaching out to Hexnode Connect.
It can definitely be confusing when network-dependent features like Remote View and web browsing work perfectly, yet the MDM check-in remains completely stalled. When an Android device exhibits this specific behavior, the most commonly overlooked cause is an incorrect Date, Time, or Time Zone configuration on the device.
A mismatch in the device’s clock can cause authentication tokens to fail and SSL certificate validations to break. This effectively blocks the Hexnode sync process and MDM communication, even while basic internet access and separate remote view channels continue to function.
To resolve this on your Zebra TC27 devices, please follow these steps:
- Open the Settings app on the affected device.
- Navigate to System > Date & time.
- Ensure that Use network-provided time is enabled.
- Ensure that Use network-provided time zone is enabled.
- Once confirmed, cancel any old pending actions in the Hexnode portal to clear the queue.
- Send a fresh Scan Device command from the portal, or open the Hexnode for Work app on the device and initiate a manual sync.
Once the time settings are corrected and a fresh scan is triggered, the devices should immediately resume communication, and your pending commands and policies will push through.
Standard Recovery Checklist for Stalled Android Devices:
For future reference, if you run into a device with internet access that refuses to check in, follow this hierarchy:
- Confirm the device has not checked in recently via the Hexnode portal.
- Reboot the device.
- Cancel old pending actions to unblock the queue.
- Try a different network to rule out strict firewall/Wi-Fi restrictions.
- Confirm automatic date, time, and time zone settings are enabled.
- Run a manual sync from the Hexnode for Work app or send a fresh Scan Device command.
I hope this helps get your scanners back online. If you find any more issues or need further assistance feel free to reach out.
Best regards,
George,
Hexnode UEM
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