My Chrome OS device doesn't launch agentM

Below are some states a device may be in if it does not launch agentM. 

Unfortunately due to the nature of issues described below, meldCX does not have any control over the system software components causing the issues. We are doing everything possible to make sure that improvements are introduced on a ChromeOS level to improve customer experience and prevent the issues from happening in the future.

Important note: Please take care when powering off your devices and ensure they are graciously switched off. In the unfortunately event that power is lost to the device while it is performing critical file system operations, it can cause device corruption which leads to some issues described below.

Issue 1: Waiting for application window

This issue is when Chrome OS attempts to launch agentM but it has failed to launch. Generally this is caused when the device has lost power when the file system is writing critical application related data to the disk. Due to the specific nature of this issue, this can be fixed by reinstalling AgentM onto the device.

If you are on our hosted CDM please log a support ticket with the devices serial number so we can recover your device remotely.

Important note for hosted CDM users: All cached application data will be lost during the remote recovery process, this includes credentials stored in local storage, filesystem and cookies. If your application was manually configured in the past - it will require the same manual configuration again once the recovery process is completed. We cannot remotely recover devices which have an active Wi-Fi network connection configured via "meldCX Network Configuration UI" or via Agent library because the Wi-Fi credentials will be lost during the recovery process (this does not affect Wi-Fi connection configured in ChromeOS user mode).

Issue 2: Waiting for network connection

This is a rare issue and is also seen when the device has experienced file system corruption caused when the device has lost power, however in this situation it has occurred where core operating system files are located and is more serious.

The message on the screen can be misleading as it can be seen even when the device is online in the CDM. If this is the case and the device is still getting stuck here during the boot process, then the device will need to be wiped and reenrolled. 

Issue 3: Device has unenrolled itself or is sitting on the sign on screen

Once a device is enrolled, it should stay enrolled unless it is either:

1) Deprovisioned
2) Experiences some kind of power event which causes the TPM chip to flush the enrollment token. 

If this occurs, please reboot the device and check if it launches into kiosk mode. If the same issue persists, the device will have to be wiped and reenrolled. 

Please note that in Chrome OS v75 and beyond, a device will automatically reenroll itself should step 2 occur (This is dependent on your CDM settings & whether the device is connected via ethernet or WiFi)