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Communicating with Devices

For the most part, communication between the Mobile Device Management module and the devices they manage are transparent for both device users and VSA users. The VSA user should be aware of the following concepts when sending commands to devices.

Command Processing

  1. Commands are queued for a device and kept on the server.
  2. When the Kaseya Agent app on a device checks in, the device processes every command in the queue.
  3. Check-ins occur at set intervals, unless an immediate check-in is requested by a VSA user.
  4. If a VSA user requests an immediate check-in for a device, a message is sent requesting the device user open the Kaseya Agent app on the device, causing the Kaseya Agent app to check-in immediately.

Command Status

Clicking the Command Status button on the Device Status page displays the status of each command sent to a device, past or pending. A command can be in the following states:

- The command is pending. The agent has not checked-in to retrieve it.

- The agent is processing the command.

- The operation is complete.

Agent Check-in Interval

By default a device checks into Mobile Device Management every 720 minutes (12 hours). When checking in, any tracking data collected since the last check-in is sent to the server. Any commands queued on the server are also sent to the device. Some commands may be pushed to the device immediately for devices that support push functionality, such as iOS devices.

Requesting an Immediate Agent Check-in

You can request any device—iOS or Android—to check-in immediately. Clicking the Request Checkin button on the Device Status page:

  • For IOS, sends a message through AppleMDM that appears on the device's screen.
  • For Android, sends a text message to the device.

In both cases the user of the device is instructed to tap the icon on the Kaseya Agent app to open it. Opening the Kaseya Agent app causes the app agent to check in immediately.

Conserving Battery Life of Devices

Turning device tracking off contributes the most to conserving the battery life of devices. Setting the agent check-in interval to a longer interval will also conserve the battery life of devices.

VSAs Without an Internet Connection

Mobile Device Management is not supported on private VSA networks.