Unlocking Chromebooks

[temple....@hackney.gov.uk]

If a Chromebook is locked by Grab 'n Go, am I right to say that auditing the locked device on a shelf does not unlock it?

It seems that we have to unlock it in the web app and then audit the shelf.

Alternatively, the device could be audited on the shelf and then the device unlocked in device management console.

Is there another way that would take only one step?

[Joe Parente]

It should unlock it once it's audited, is that not the behavior you're seeing? Are there any errors reaching the Admin API when you audit the shelf?

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[Temple Rodgers]

Thank you for your reply Joe, I will check for errors and post later today.

Temple 

[temple....@hackney.gov.uk]

I do have two sources of errors:

2,147 OverQuotaError

CheckSuccess()(apiproxy_rpc.py)

8 DirectoryRPCError

reenable_chrome_device()(directory.py)

But I can't tell what is over quota and whether or not I should be concerned about the DirectoryRPCError

On Thursday, 17 October 2019 16:31:46 UTC+1, Temple Rodgers wrote:

Thank you for your reply Joe, I will check for errors and post later today.

Temple 

On Thu, 17 Oct 2019, 16:07 Joe Parente, <jpar...@google.com> wrote:

It should unlock it once it's audited, is that not the behavior you're seeing? Are there any errors reaching the Admin API when you audit the shelf?

On Thu, Oct 17, 2019 at 7:28 AM temple.rodgers via Grab n Go Loaners <loa...@googlegroups.com> wrote:

If a Chromebook is locked by Grab 'n Go, am I right to say that auditing the locked device on a shelf does not unlock it?

It seems that we have to unlock it in the web app and then audit the shelf.

Alternatively, the device could be audited on the shelf and then the device unlocked in device management console.

Is there another way that would take only one step?

Disclaimers apply, for full details see: https://hackney.gov.uk/email-disclaimer

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[temple....@hackney.gov.uk]

@joeparente - just to confirm, we have checked a few more locked devices, we have found that about 50:50 will unlock when we shelf audit.  The errors in my previous post are the only ones that I can see - the OverQuotaError is a concern because I don't know which quota has been busted.

[temple....@hackney.gov.uk]

A bit more information, 

directory.chromeosdevices.action and directory.chromeosdevices.get are showing far too many errors

[temple....@hackney.gov.uk]

I've finally got to the root cause just before Christmas .. @joeparente, you are right, the devices just need to be audited on the shelf to unlock.

BUT

there is a fail condition caused by a person unlocking a GnG ChromeBook using the Admin console, rather than the GnG Web interface.  This gives the error condition whereby GnG thinks the device is locked, but finds it isn't.  The impact is that GnG stops recording any events for that device, even when users are logging-in.  We have found that if the device is locked in Admin console then, correctly, audited on a shelf in the GnG Web App, the device is unlocked successfully and everything goes back to normal.

On Thursday, 17 October 2019 16:07:57 UTC+1, Joe Parente wrote:

It should unlock it once it's audited, is that not the behavior you're seeing? Are there any errors reaching the Admin API when you audit the shelf?

On Thu, Oct 17, 2019 at 7:28 AM temple.rodgers via Grab n Go Loaners <loa...@googlegroups.com> wrote:

If a Chromebook is locked by Grab 'n Go, am I right to say that auditing the locked device on a shelf does not unlock it?

It seems that we have to unlock it in the web app and then audit the shelf.

Alternatively, the device could be audited on the shelf and then the device unlocked in device management console.

Is there another way that would take only one step?

Disclaimers apply, for full details see: https://hackney.gov.uk/email-disclaimer

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