While zero-touch is designed to work with all devices running Android 9.0 and above, there are some devices where zero-touch is blocked due to software incompatibility. The list below represents those devices for which we have received reports of zero-touch failing to work correctly.
Where possible, Google is working with the manufacturers to address the issues, and zero-touch may work correctly in later software versions of these devices. In some cases the issue may be specific to a particular country or carrier variant of the device, so please check with your device reseller before purchasing.
|ALLDOCUBE||iPlay 7T (T701)|
|Multilaser||M10_4G_PRO (Multilaser M10 4G Pro)|
|OnePlus||A6003 (OnePlus 6)|
|Samsung||SM-A205F (Samsung Galaxy A20)||Installing OTA update resolves the issue|
|Samsung||SM-P610 (Galaxy Tab S6 Lite)||Installing OTA update resolves the issue|
|Samsung||SM-T500 (Samsung Galaxy Tab A7 10.4)||Installing OTA update resolves the issue|
|Vivo||various||Due to modifications made in the setup wizard, zero-touch is blocked from working in most Vivo Android 9 and Android 10 models. Vivo are supporting zero-touch in Android 11 models|
|ZTE (Telstra)||T86 (Tough Max 3)|
Samsung specific issues
Wi-Fi AP: User who experience the error message "Unable to sign in to Wi-Fi AP. An unauthorised factory reset has been performed on this device. The sign in screen cannot be accessed" please be aware that we recommend using a Wi-Fi AP that does not use a captive portal, in the case of the device being factory reset after removing the KME(Knox Mobile Enrolment). If the KME is removed from the server, the KME deletion information must be updated on the device as well for which Wi-Fi connection is required. and if the captive portal is set to wifi, the above error message appears.
Device Configuration: We suggest that zero-touch and KME should not be configured on the same device. Configuring the device in both services is likely to cause confusion as the configurations can be out of sync, which is difficult to debug if the device experiences further issues.
Dual SIM device issues
Users experiencing an issue with dual SIM devices, where devices are present in the zero-touch portal but do not go through provisioning in the setup wizard, will need to register both IMEIs as a workaround. Please follow these troubleshooting steps before enrolling both IMEIs. If both IMEIs have been successfully registered in the portal, there will be two separate devices listed. When pulling the device list using the API, you will see the device count will have increased by two.