4 Monitoring & Troubleshooting Mobile Devices

Basics

After enrolling devices and deploying apps to them, you will likely be involved with monitoring and managing the devices and apps on the network to ensure they are adhering to district policies and permissions. You may also be called upon to troubleshoot common issues, such as connectivity issues, app crashes, or performance slowdowns. To do this, you will utilize device diagnostics and logs to maintain peak performance of all mobile devices on the network. 

You should know the following terms:

  • App Crashes
  • Connectivity Issues
  • Device Diagnostics
  • Logs: System
  • Performance Slowdowns
  • Remote Device Monitoring and Management

Remote Device Monitoring and Management

Remote device monitoring and management enables IT technicians to keep track of device health and performance without physically accessing each device. It allows for proactively identifying issues, optimizing device resources, and troubleshooting in a timely manner. MDM and/or remote management tools can be used to monitor battery life, storage usage, and network connectivity. These device metrics should be reviewed regularly to identify any potential issues. IT technicians can also troubleshoot device issues remotely, including issues with connectivity, app crashes, and performance slowdowns. 

Overcoming Device Issues

There are three categories that most common mobile device issues fit into: 1) connectivity issues, 2) app crashes, and 3) performance slowdowns. You can support users through these issues by guiding them through a series of steps and educating them about best practices. The list below outlines some of the most common issues and solutions in each category:

Connectivity Issues

These issues can manifest themselves on Wi-Fi, cellular, or Bluetooth connections. Some of the solutions you can guide users through when connectivity issues occur include checking the accuracy of their network settings, restarting the device, and explaining how to forget then reconnect to a network on the device.

App Crashes

App crashes often provide error messages that can be helpful for troubleshooting. They can also occur when required updates are necessary. When you are troubleshooting app crashes with a user, have them share any error messages so you can review them. You may need to look them up online or in relevant documentation. Also check for any available app updates that may be causing the problem. You can also teach users how to clear the cache or data from an app. Finally, the app may have to be reinstalled and depending on your MDM solution, you may be able to do that for your users.

Performance Slowdowns

We’ve established a culture where few people like to wait anymore, especially when using a computing device. If a mobile device is exhibiting performance slowdowns, first suggest the user close any unused apps that may be using device resources or show them how to clear their cache. If their device storage is pretty full, you could help them optimize their device storage, perhaps moving some less critical data to cloud storage or recommend alternative options for resource-intensive apps. When in doubt, have them restart the device. Some people won’t turn their devices off routinely, especially phones. Everyone should be encouraged to do so at least once a week to free up memory, clear the cache, and prolong battery life.

Device Diagnostics and Logs

IT technicians should be familiar with the diagnostic tools available on the mobile devices they support. These tools provide valuable insights into hardware status, system information, battery health, and network connectivity. They can be used to diagnose hardware-related issues and identify potential bottlenecks. Examples of diagnostic tools include Task Manager (Windows and MacOS), Activity Monitor (MacOS, Android), Device Manager (Windows), Battery Health and Diagnostics (Smartphones and Tablets).     

Logs capture system events, errors, and activities occurring on a mobile device. Analyzing logs can help identify patterns or specific events leading to issues. Leverage logs to troubleshoot app crashes, network connectivity problems, or abnormal device behavior. Understanding how to access and interpret logs is essential for effective troubleshooting.

Here are additional resources you may find useful:

Complete the following task or self-assessment:

Remotely troubleshoot a common issue reported by a user. You’ll need a partner with a supported device to troubleshoot the issue. Follow the steps below:

  1. Start with a common support ticket or request from a user describing the issue they are facing.
  2. Initiate remote access to the user's device using your remote management solution or MDM tool.
  3. Collect relevant information about the issue by reviewing error messages, device diagnostics, or logs.
  4. Diagnose the problem based on the available information and apply appropriate troubleshooting techniques.
  5. Guide the user through the troubleshooting steps remotely, providing clear instructions and explanations.