topic Devices appear last seen months...but device ative in Mobile

Devices appear last seen months...but device ative

tiagomarques23 — Tue, 03 Sep 2024 22:21:11 GMT

Basically, we have several devices that remain marked as active on status , but on "last seen" appear many days, weeks, or even months. In other words, the person uses the phone daily, yet it still appears with this last seen in the tenant.

Is there any way, through the tenant, to force the devices to perform some sort of daily "check"?

Someone suggested that the solution would be to ask users to open the app, but that doesn’t make sense to me.

Asking users to open the app so that the phone can 'sync' with the tenant is almost like asking an attacker to clean up after an attack. Users already find it odd to have the app on their phone, let alone being required to open it for it to function correctly.

What is the risk if the phone isn’t visible in the tenant?
Does the phone continue to receive the policies I set even if the user doesn’t open the app?
Anyone have same issue?

Re: Devices appear last seen months...but device ative

the_rock — Tue, 03 Sep 2024 22:25:02 GMT

We have customer using harmony mobile, so will check and let you know.

Andy

Re: Devices appear last seen months...but device ative

the_rock — Tue, 03 Sep 2024 23:49:07 GMT

Hey @tiagomarques23 ,

Just checked and its exact same thing. I even see some devices that show active, but yet last seen 6 months ago. Im fairly sure this is indeed normal/expected, based on what it says in the admin guide.

Andy

https://sc1.checkpoint.com/documents/Infinity_Portal/WebAdminGuides/EN/Harmony-Mobile-Admin-Guide/Topics-Admin-Guide/Overview.htm?Highlight=status

Active – Devices that have installed and activated the Harmony Mobile Protect App.

Note - For an Android device, each profile (work and personal) is accounted as a device. For example, if an Android device has both work and personal profiles configured, and only the work profile is active, then the Devices Status shows 1 Active device and 1 Inactive device.

Re: Devices appear last seen months...but device ative

tiagomarques23 — Fri, 06 Sep 2024 08:56:42 GMT

our devices only have on profile...and the problem occured on iOS and Android.

my question is, if i make changes at the policy...the device will update the policy or not?
i ask that because systems say "last seen" is 4 months.

and devices are used all days, to search on web , and use apps !!

Re: Devices appear last seen months...but device ative

the_rock — Fri, 06 Sep 2024 11:33:25 GMT

Will update, but status will probably stay the same.

Re: Devices appear last seen months...but device ative

tiagomarques23 — Tue, 24 Sep 2024 15:13:04 GMT

Support say the problem is on devices...

In order for the "Last Seen" to be updated, the Harmony Mobile App needs to runs in the background, and the "Last Seen" remains updated even the user don't open it.

With Android Users, they must grant "Background activity" permission in order to be able to keep app alive in the background.

To grant this permission users needs to:
1. Open Harmony Mobile
2. "Background activity restricted" dialog should be opened.
3. Click on "ADD TO WHITE LIST" button, then configure OS settings accordingly (unfortunately it's different from OS to OS so I cannot provide specific instructions)
Note that Chinese devices sometimes still kills out app (and I see alot of Chinese devices in the screenshot), even with the relevant permissions - this is beyond our control and we found a site that is very helpful: https://dontkillmyapp.com/

Regarding iOS, I found a possible solution: in the settings, select the App “Protect" and activate "Background App Refresh".