Android kiosk tablet freezes and shows inactive in HexnodeSolved

Application non-compliance and device inactivity are separate triggers in Hexnode.

– “Device is not application compliant” usually means a mandatory/required app from the policy is missing or uninstalled, or that an unapproved/disallowed app is detected.

– “Device inactive” means the device has stopped sending regular check-ins to the Hexnode server for the configured period.

They can appear around the same time, but application non-compliance does not directly mean the device is inactive.

For an Android kiosk tablet that freezes and then goes inactive, common causes include:

1. Memory buildup from running continuously in kiosk mode without a restart.

2. Battery saver or battery optimization restricting the Hexnode app or the foreground kiosk app.

3. The foreground app crashing while the device is locked in kiosk mode, making the tablet appear frozen.

Recommended first steps:

1. In the Hexnode portal, go to Devices, select the affected tablet, then use Actions > Restart Device.

2. On the tablet, disable battery saver or battery optimization for the Hexnode UEM / Hexnode for Work app.

3. Also disable battery optimization for any required foreground kiosk apps.

If the device becomes inactive again, check the following:

– Restart the device.

– Connect it to a different network, such as another Wi-Fi or hotspot, to rule out network restrictions.

– Open the Hexnode app on the device and tap the refresh/sync icon.

– Make sure the date and time on the device are correct.

– Update the Hexnode app from the Play Store if an update is available.

– Open a browser on the device and confirm that the Hexnode portal is reachable.

Regards,

Mary Romero