Brand New Samsung Galaxy Tab A7 Keeps Rebooting after Company Portal Installation

Ranagade on 21/06/2021 - 13:33
Last edited 21/06/2021 - 13:35

I bought a Samsung Galaxy Tab A7 from the Samsung Online Store on 4 June 2021 to primarily use for work. It was delivered on 8 June, when I updated all system software and installed Microsoft Company Portal to use work applications (Outlook, Teams, Office, etc.). After installing all company apps, the tablet started to reboot automatically at every screen unlock. It would also reboot every couple of hours when idle.

I took the tablet to the George Street Samsung Store on 13 June for their workshop investigation. They asked me to factory reset the tablet before I handed it to them. I found this odd as I thought they would want to view fault logs, etc to determine the cause of the reboots. I picked up my tablet on 20 June after their full workshop test, and the result was that there is nothing wrong with the tablet hardware or software.

I installed MS Company Portal today, and the tablet has started to reboot again. I realise that it is the MS app that is causing the tablet to reboot, but I cannot use the tablet.

I just wanted to get some feedback from you guys as to what my options and chances are in returning the tablet for a full refund, knowing that I bought the tablet primarily for work, and that I cannot use it at all and it is not fit for my purpose.
Thank you.

Computing 10.4inch Samsung Tablet Android

Comments

  • bdl on 21/06/2021 - 14:03
    +1

    Try

    1) Factory reset
    2) Full software upgrade of tablet (ie. Google Play, Samsung apps all updated as well as all Samsung/android system updates under settings)
    3) Then try install of MS Company Portal

    if still reboots then take it back to store and explain you did the above and ask for a replacement tablet and try again. If it still reboots on new tablet after above, then ask for refund

    • Ranagade on 21/06/2021 - 15:19

      Factory reset done already prior to giving it to Samsung for their workshop investigation. They dais nothing wrong with the tablet, so may not replace it.

  • hikaru78 on 21/06/2021 - 14:19
    +5

    Tablet isnt faulty the app that is not provided by samsung is the issue. i would suggest as far as samsung in concerned its fit for puporse

  • CodeXD on 21/06/2021 - 14:36

    No issues with the tablet, report it to MS

  • bobbified on 21/06/2021 - 14:40

    I installed MS Company Portal today, and the tablet has started to reboot again.

    MS Company Portal, a third party software that you're installing seems to be what's causing the issue. That's not Samsung's fault.

    ..and that I cannot use it at all and it is not fit for my purpose.

    The table IS fit for purpose, just not fit for YOUR purpose.

    • Ranagade on 21/06/2021 - 15:18

      Isn't that the reason why you buy something… that is fit for YOUR purpose? What good is the tablet to me now if I can't use it for what I bought it for?

      • garetz on 21/06/2021 - 15:20
        +2

        You think Samsung is responsible for you installing a 3rd party Portal and it not working on their product ?

        • Ranagade on 21/06/2021 - 15:23

          No, but if I can't use the tablet for what I bought it for originally, what do I do with it?

          • garetz on 21/06/2021 - 15:25
            +2

            @Ranagade: That's your problem, you should of talked to your support for the MS Company Portal and made sure it was 100% compatible with what you intended to use it for before buying it.

            • Ranagade on 22/06/2021 - 10:05

              @garetz: Talked to IT today. They don't have a list of devices that work or don't work. They said that if the device has Android version 6 or later, it should work.

          • Summoner on 21/06/2021 - 15:51
            +2

            @Ranagade: You would have better luck contacting your IT department for troubleshooting. They can try contacting MS regarding the issue with the app, so they can fix it with an update.
            As others have mentioned, Samsung doesn't seem to have any obligation for your problem.

      • brendanm on 21/06/2021 - 15:29
        +2

        Samsung has no control over random third party apps that you may use. Out of the box, and I'm sure with the vast majority of apps, it will work just fine. The issue is bugs within apps that aren't compatible with the tablet. Not Samsung's fault, the app makers fault.

      • bobbified on 21/06/2021 - 15:38

        Isn't that the reason why you buy something?

        It's fit for the purpose it was built for. ie, a tablet.

        If I buy the tablet and it doesn't produce steak like I'd like it to, I'm not entitled to get a refund.

        • Ranagade on 22/06/2021 - 10:04

          But I didn't buy the tablet to produce steak. I bought it specifically to access work apps, and it is not doing that.

  • juzza87 on 21/06/2021 - 14:41

    Can you not just install productivity apps from the Play store and sign in with your O365 credentials without using the portal, or is it required?

    • Ranagade on 21/06/2021 - 15:16

      Company portal is mandatory now if I want to use Teams, which I use on a daily basis.

  • SF3 on 21/06/2021 - 15:19
    +1

    installed Microsoft Company Portal

    Isn't this setup by your company's IT department?

    I would have thought you would contact your IT dept, rather than asking Samsung for support…

    • Ranagade on 21/06/2021 - 15:21

      Yes, and I would imagine the IT department would say it's a Samsung issue? I used a Samsung Galaxy Tab A 10.1 (2016) previously with the Company Portal installed, with no issues. Just upgraded to the Samsung Galaxy Tab A.

      • dasher86 on 21/06/2021 - 16:54

        BUT… what did they say when you actually asked them?

        • Ranagade on 22/06/2021 - 10:03

          Talked to IT today. They don't have a list of devices that work or don't work. They said that if the device has Android version 6 or later, it should work.

  • NewbiefromVic on 21/06/2021 - 16:12
    +1

    Can you access Teams via browser (teams.microsoft.com)? Might need to install Edge browser. If so, you might be able to use Teams without installing Company Portal or Teams ..

    Cheers

    • Ranagade on 22/06/2021 - 10:06

      I can access Teams via Edge, but it does not provide chat and meeting notifications.

      • NewbiefromVic on 23/06/2021 - 08:07
        +1

        Considering that Android OS can be fairly aggressive in terms of power saving for the sake of battery life, that could be what's preventing notifications.

        Try looking at some of the following

        • Is WIFI configured to stay on during sleep?
        • Is Microsoft Edge excluded from battery optimization? (i.e. put apps to sleep when in background, not in use)
        • Does Edge notification settings have all the required permissions?

        Cheers

  • mini2 on 21/06/2021 - 16:17
    +1

    Hmmm you're enrolling your own device to Intune. Couldn't you just install the MS apps via the Google app store then sign in using your company's credentials?

    • Ranagade on 22/06/2021 - 10:07

      No, when I login using my company credentials, it says something like "Your company does not allow private logins. Please use your company login portal to access MS Office apps.".

  • Randxyz123 on 21/06/2021 - 18:28
    +1

    I would raise a case with your company IT department who should have some sort of enterprise agreement with Microsoft. On their back end with intune they might be able to see what is going on and instruct you how to collect logs.

    what my options and chances are in returning the tablet for a full refund, knowing that I bought the tablet primarily for work, and that I cannot use it at all and it is not fit for my purpose.
    Thank you.

    Zero I’d say. Samsung proved there was nothing wrong when they asked for a wipe of everything. The tablet is fit for purpose (it surfs the web, you can watch videos etc), unfortunately not Samsung’s issue if Microsoft apps don’t work.

    Just as a test can you open anything from the company portal? Edge? Chrome? Etc…

    • Ranagade on 22/06/2021 - 10:09

      Yes, I can open all MS apps. They all work. Except, when I unlock the tablet, it reboots. And it also reboots when sitting idle for a couple of hours. This morning I found out had shut down and could not be turned on. Had to use hard reset buttons to wake it up.

  • Brendoo on 22/06/2021 - 07:39
    +1

    Get your company’s IT dept to raise a support ticket with Microsoft. It’s a common tablet so will probably be sorted quickly. Don’t take no for an answer if you have lazy IT support staff, it will take them 10 mins to do.

    And I assume you have the latest version of company portal installed. And I assume your company forces you to enrol your tablet in InTune and use company portal? If not, don’t use InTune and company portal, just download the Microsoft apps from Google Play and login to them with your work credentials.

    • Ranagade on 22/06/2021 - 10:11

      Yes, all apps and software at latest version. My company does force InTune to access MS Office 365. I will contact IT and advise them about the issue on this common tablet. This is an excellent recommendation. Thank you.

  • jrvb42 on 22/06/2021 - 09:31

    Samsung. Avoid.

  • bweiss on 22/06/2021 - 17:27
    +1

    This seems like 'too hard basket' from your side…
    If your work requires you to use a tablet to connect to your work system, then I would say that it is your work's (IT) responsibility to both provide, and setup such a tablet.

    If your work's IT can't get a tablet that does that.. not your problem.
    But you buying a tablet yourself, and then trying to get it to correctly interface with your work's system really seems like it would be outside of your work responsibilities.

  • OzHunterNSW on 23/06/2021 - 10:23

    What you intended to do with the device has nothing to do with Samsung.
    Your only option is to either write it off as a tax deduction, or sell on eBay

  • ozbob on 23/06/2021 - 14:24

    I would say the app you are trying to install causes some interaction with a preinstalled Samsung service/app, which in turn causes the tablet to reboot or crash.
    No user-installed app should be able to fully crash the OS (Android) unless it's rooted so I disagree that this has nothing to do with Samsung.
    But I agree it's unlikely they are going to do anything about it and your best bet is to provide feedback to the app developers (i.e. Microsoft).

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