screenshot indicates device has not synced with server since August 4th. Can customer try connecting device to an open internet (either tether to phone or home network) that does not have firewall / filtering / etc?

Thanks Jay. Checking with customer.

I was not able to reproduce with Lenovo N22 Touch with a test environment.   

I was given this link in response to my open support ticket.  Based on the models it appears it was created in response to my issues.  Steps taken:

Powerwash
OS Recovery
Connect to open (non filtered) network.  The devices still do not sync.

ketakid@ - could you please help with triage?

Has there been any progress with this issue?

Hi bhthompson@, could you please help to find an owner for this issue?
Thank you

Thiemo, is this something in your jurisdiction?

Not anymore, Bernie. Dropping it into the enterprise triage queue.

Igor, please have a look as it might be related to other bugs which you investigated.

As far as I can see from images, the device has the serial number LR05EU5T while in admin the checked device has serial number LR04UR93 (the last image). Can the owner check the device serial number in admin console and enable the device there?

Hi Igor, apologies for confusion, photo of a serial number LR05EU5T has been taken from a different device - ThinkPad 11e Chromebook 3rd Gen (Yoga/Clamshell).
I have added another picture for LR04UR93 (1_1.jpg). ThinkPad 11e has stuck with "Determining device configuration" (2_2.jpg)

we have another case (#14069344), where device was not disabled, but deprovisioned and now in a disabled state.

Device details: https://drive.google.com/open?id=17EhdI4ElLOk78r4FvFvSgpJHkFJl_oEf 

Troubleshooting steps tried:
- reset the device
- try recovery
 
Should we raise a separate bug for this issuse?

Customer have mentioned that they are willing to send devices to us and are asking if there is any other way they can help. They have this issue with 12 devices. (Case #13654996)

Looks like server is sending down that the device should be in disabled mode.

Bin/Dennis, could you have a look at what might happen with them?

Have they verified that device is connected to the network? From the description it sounds like device tries to contact DMServer to get the latest configuration and then times out.

Yes, they have confirmed devices are connected to the network. 
We have also asked customer to specifically check if with an unfiltered network after they are Wiped/Recovered.

polite ping on this issue. 
Customer confirmed they tried an unfiltered network after a wipe/recovery.

Alright, can we get a serial number of one of the devices that they tried to power up recently (let's say last couple of days)? Then we can track a request from this device in the logs.

re:#20 - Serial number of affected chromebook is 4KVV002. Device was online at around 9:13 am PST 01.04.2018   

Strangely I do not see any request from this device's opaque device ID in our logs. Which may mean that it did not connect to the network (or at least did not connect to DMServer for device state check), or may mean that something more interesting is going on.

My next option is adding more logging to the RetrieveDeviceStateOperation code (currently we don't even log the domain of the device) as that would help to narrow this down.

[I still have a suspicion that device simply doesn't reach us for whatever reason, as that would explain everything that is seen by the customer]

customer have shared two more device serials, there were online on 9th of Jan 2018:
LR04UR93 
NL6TFQIN151986D7
They were powered off and on several times, starting around 2:30pm PST. 

 

FYI update - I just submitted server CL which logs domain and serial number for each matched device in RetrieveDeviceStateOperation. This should be in production the week of Jan 29 when we can confirm whether we are receiving device requests at all on our side.

 dkalin@, can you please check the devices again? Were there any requests from them recently?

Update from customer - 
Cust restarted 3 devices as requested in the thread 

All devices restarted on Feb 27th 2018 - Pacific Time - AM. 

restarted asset 82871 
Serial Number: LR05F5y6 
10:42 and 10:44 

Asset 57443 
Serial Number: NL6TFQIN151986D7 
10:49 and 10:51 
After connecting to wireless re-directed to Locked screen 

Asset 69013 
Serial Number:LR04UR93 
10:52 and 10:55 stuck in a loop "determining device configuration"

Hi! Any update on this issue?

Just confirming on this case. It's not uncommon for the serial number physically printed on the bottom of a unit to mismatch the serial number a device thinks it is. This often happens when devices are RMAed and returned to customer, the serial number may change at the factory while the case does not.

Please confirm you are reporting the serial number pulled from the unit by pressing CTRL+A at the login / disabled screen, not the number printed on the bottom. This sort of mismatch accounts for this kind of confusion often.

This bug has an owner, thus, it's been triaged. Changing status to "assigned".

For these devices, the root cause has indeed been a mismatch of the serial numbers. We have diagnosed and notified the customer.

Please feel free to reactivate if there's still anything left to do.