Knox Configure Troubleshooting Guide

Portal Errors

The following errors could occur when using Knox Configure admin console.

This section of the guide helps you identify the cause of error and recommends troubleshooting tips to assist you in resolving the error.

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General portal related errors

Portal related errors can occur when registering devices, profiles and apps using the Knox Configure admin console.

Possible system errors could occur as a result of the following: Invalid file formats, exceeding the maximum file size , invalid/ missing entries, or invalid URLs.

Code	Cause of Error	Troubleshoot
4000013	The CSV file header is invalid.	Ensure the CSV file header uploading doesn't have any forbidden characters. Try the following: In Knox Configure, go to Actions > Upload devices. Under the Device list file field, click Download sample CSV file. Enter your device information into the sample file with the default headings. Save and try uploading the CSV file again.
4000014	The CSV file is empty.	Ensure the CSV file uploading is not empty.
4000414	The EULA is invalid.	A system error occurred. Refresh the page and load the EULA again. If the problem persists, contact Samsung.
4002009	EULA is already agreed to.	The end user has already accepted the End User License Agreement (EULA). Do not prompt users to accept the EULA again.
-	Failed to upload file.	A system error occurred. Try to upload the file again. If the problem persists, contact Samsung.
-	An app with this name already exists.	Ensure the name of the app you are uploading does not already exist in Knox Configure. Re-name the app if necessary.
-	Invalid APK version name.	Invalid APK version name. Please change the version name and try uploading again.
4090001	File too large. Max 4000 devices allowed per upload.	Try splitting the device upload list to reduce the size of .csv you are uploading. Note that there is a max of 4000 devices allowed per upload.
4150000	File type is not supported.	The file you are trying to upload is not supported. Knox Configure only accepts .csv files.
-	App name cannot contain special characters.	Rename the app so it does not contain any special or forbidden characters.
-	App version is invalid.	An app you are trying to upload is invalid. Verify that the version you're attempting to upload is correct. Try to re-upload the app again.
-	CSV file is required.	A system error occurred. Verify that you've attached a .csv file, try to re-attach the .csv and upload it again. If the problem persists, contact Samsung.
4040105	No CAPTCHA code entered.	No CAPTCHA code was entered. Carefully enter the CAPTCHA code and submit.
4004001	The email agreeing to the Customer Terms is invalid.	Verify the email entered is correct, refresh the page and try again.
4000113	The CAPTCHA code is incorrect.	The CAPTCHA code is incorrect. Carefully re-enter the CAPTCHA code again and submit.
4042006	The tag already exists.	A system error occurred. The profile tag entered is a duplicate, enter a different tag. If the problem persists, contact Samsung.
40001	The URL is not valid.	Verify the URL entered is correct, refresh the page and try again. If the problem persists, contact Samsung.
4043	The activation status of the client is invalid.	A system error occurred. If the problem persists, contact Samsung.

Device related errors

Device related portal errors can occur when registering devices using the Knox Configure admin console.

Possible system errors could occur as a result of invalid or duplicate devices in the CSV file , invalid IMEIs/SNs, duplicate device uploads and unverified device uploads.

Code	Cause of Error	Troubleshoot
0	Failed to register device.	A system error occurred. Try to register the devices again. If the problem persists, contact Samsung.
4042000	The device(s) could not be found.	A system error occurred. Try to re-upload the devices again. If the problem persists, contact Samsung.
4041401	The device was not found.	A system error occurred. Try to register the devices again. If the problem persists, contact Samsung
4002004	Invalid or duplicate devices detected.	Check the IMEI and SN of the devices you are uploading. Ensure they are correct and there are no device duplicates already in the system.
4002003	Invalid or duplicate devices in uploaded CSV file.	Check the IMEI and SN of the devices in the .csv you are uploading. Ensure they are correct and there are no device duplicates already in the system. Verify the format in the uploaded CSV file.
4012000	Incorrect IMEI/serial number.	Check the IMEI and SN of the devices you are uploading. Ensure they are correct and there are no device duplicates already in the system.
4000307	These devices are already registered.	The device you are trying to upload already exists in the system. Ensure the device is using the correct IMEI / SN. Re-upload the device if necessary. Try the following: Open Knox Configure and go to the Devices tab. Select all devices and go to Actions > Export to CSV. Open the CSV you just downloaded and the CSV that you tried to upload. Device IDs found on both spreadsheets indicate that you have tried to upload devices already in Knox Configure. Remove the duplicate devices and try uploading your CSV again.
4002000	Some devices are invalid.	One or more devices in the device list you're trying to upload is invalid. Ensure the device is using the correct IMEI / SN. Re-upload if necessary.
4003004	These devices are already registered.	The device you are trying to upload already exists in the system. Ensure the device is using the correct IMEI / SN by doing the following: On the device, tap the Settings icon. Tap About phone. Re-upload if necessary.
4003005	These devices are already verified.	The device you are trying to upload is already verified in the system. Ensure the device is using the correct IMEI / SN by doing the following: On the device, tap the Settings icon. Tap About phone.
4040300	The device was not found.	A system error occurred, the device cannot be found. Refresh the page and try to select it again. If the problem persists, contact Samsung.
400001	The application already exists.	A system error occurred. The uploaded app already exists in the system. If it does not exist, and the problem persists, contact Samsung.
400001	The application is invalid.	Please check the integrity of the uploaded .apk file.
2002024	All uploaded devices are invalid	A device you are trying to upload is invalid. Ensure the device is using the correct IMEI / SN by doing the following: On the device, tap the Settings icon. Tap About phone. Re-upload if necessary.
4003002	Duplicate devices exist in the uploaded CSV file.	Remove duplicate devices in the .csv file and re-upload it.
4010000	Subsidiary not found.	A system error occurred. Refresh the page and re-enroll the device. If the problem persists, contact Samsung.
4042108	The devices in the sales record are not only uploaded by the SA.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4042104	Application not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000308	The device is in an invalid state.	The device cannot be enrolled because it has not yet been verified. Try the following: In the Knox Configure Portal and click Devices to view the Status of the device experiencing the error. If the device is not in a Ready for Customization state, it cannot be enrolled in Knox Configure until it is validated. Ensure you have submitted the correct Proof of purchase information to verify device ownership. After submitting proof of purchase, it will take several business days before a Samsung Admin can verify your information against the Purchase Order provided by your reseller. If the problem persists, contact Samsung.

Profile / user errors

Profile or user errors can occur when the profile content is duplicated, unregistered, or has improper device configurations on the Knox Configure admin console. Other possible causes could be invalid source URLs, invalid permissions, and compatibility issues.

Code	Cause of Error	Troubleshoot
4000413	The profile content is duplicated.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4002007	The maximum profile size limit has been reached.	Your profile has exceeded 300 MB. Try compressing or removing the image and sound files and try saving the profile again. Otherwise, contact Samsung to increase the profile size capacity.
4042005	The profile snapshot could not be found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4045400	The profile schema could not be found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4042002	The uploaded devices could not be found.	A system error occurred. If the problem persists, contact Samsung.
4044	Tenant is not registered.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4090900	The user tenant already exists.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4040900	The user tenant was not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4090100	This user already exists.	The queried user is already invited and does not need to be invited again.
4000000	This resource is invalid.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4040400	The profile could not be found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000400	A profile with this name already exists.	When cloning a profile, it retains the same name. Check your cloned profiles and change any duplicate names.
4000400	The profile is invalid.	A system error occurred. If the problem persists, contact Samsung.
4030100	User didn't have permission to invite admins.	Check your user profile permissions. The user needs to be granted invite permissions.
4005003	Can't find SEAP account of invited user.	The user you have invited doesn't have a SEAP account. Validate whether the invited user is correct.
4040900	Primary user's tenant not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4040100	Primary user's information not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4030100	Primary user does not have permission to invite admins.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4010000	Subsidiary not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4004004	Invalid source URL.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4005005	The user is already invited in Knox Configure within this company.	User is already invited. Please invite other user.
4012001	The user is not a subsidiary administrator.	Check if the user you are trying to add is a subsidiary administrator.
4003001	Please assign devices to resend the Customer Terms Agreement email.	You need to assign devices to resend the Customer Terms Agreement email.
-	Profile Name cannot be duplicated. Please try again with different Profile Name	Try again with a different Profile Name.
-	User already has the profile	The user already has a profile. Try again with a different user.
4003003	The device is assigned with a different tenant or has a different profile assigned.	Select a device not assigned a tenant or profile.
4005004	Tenant information of invited user and primary user are not matched.	A system error occurred. If the problem persists, contact Samsung.
4003006	The selected partner is already assigned with another Samsung subsidiary administrator.	Select a partner who did is not assigned with another Samsung subsidiary administrator.
4003007	The selected partner's country does not exist in the Samsung subsidiary administrator's country list.	Select a partner whose country exists in the Samsung subsidiary administrator's approved country list.
4003008	The selected partner is already assigned with this Samsung subsidiary administrator.	Select a partner who is not assigned this Samsung subsidiary administrator.
4040100	Reseller not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000102	Reseller email address is empty.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4040100	Customer not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000102	Customer email address is empty.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000114	Status of customer is not Active.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000114	Status of customer is not Blocked.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000114	Status of customer is not Pending.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000114	Status of reseller is not Pending.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4042104	Customer not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung
4042107	Customer is already added for a reseller.	The customer is already added to the reseller. Please try adding a different customer.
4042106	Device push type or push registration ID is not available.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4005002	InviteID is not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4005001	Invite state is already confirmed.	Verify whether the state is confirmed.
4000418	Update app version failure.	Application version was not updated successfully. Verify that the target application version is compatible with the existing application version.
4000403	Update profile version failure.	Profile version was not updated successfully. Verify that the target profile version is compatible with the existing profile version.

License errors

Knox Configure console license errors can occur for a variety of reasons, including: expired license, terminated licenses, or Samsung License server connection issues.

Code	Cause of Error	Troubleshoot
4000	Invalid license key.	The license key is invalid. Ensure you are entering a valid license key. Log in to SEAP and see How to use license keys for more information. If you continue to experience issues, obtain and use different licence key and re-launch Knox Configure.
4001	The license is not activated.	The license key is not activated. Activate the licence and re-launch the Knox Configure.
4002	The license ID is null.	The license key ID is empty. Log in to SEAP and see How to use license keys for more information. If you continue to experience issues, obtain and use different licence key and re-launch Knox Configure.
4004	The specified license is not allowed to be registered in Knox Configure. Check the product type of the license.	Ensure you are entering a Knox License Management (KLM) key. Obtain and use different licence key and re-launch Knox Configure.
-	Failed to add license (%s).	A system error occurred. Try to add the license again. If the problem persists, contact Samsung.
4092001	Failed to update license (%s).	A system error occurred. Try to update the license again. If the problem persists, contact Samsung.
4221	The license is already registered.	The license key has already been activated. Obtain and use a different licence key and re-launch Knox Configure. To purchase new licenses, contact knoxcustom@samsung.com.
4002008	The device count has exceeded the license quantity	You do not have enough licenses to enroll all of your devices. Go to the License tab and check your total license count and the number of licenses already activated. If the problem persists, contact Samsung.
4003000	The license in the profile has expired.	The license key associated with the profile has expired. If you are using a trial key generated from SEAP, you can check your expiration date from License Keys. Log in to SEAP and see How to use license keys for more information.
4042007	The license assigned to this profile could not be found.	A license was removed from Knox Configure during the device enrollment process. Try the following: In the Knox Configure console, go to Licenses > Actions > Upload licenses. Add a License name and enter the new License key. Click Upload.
4041	The license ID is invalid.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000412	The license in the profile is duplicated.	The license key you are trying to enter has already been uploaded to Knox Configure. You do not have to upload the license key every time you create a new profile. Once you have uploaded a license key, you can assign the license to all profiles. If the problem persists, contact Samsung.
4000107	QMG name already exists.	A file with the same name already exists.
4040301	Media not found	Media asset not found
4000201	Null icon file	Invalid APK: Icon file missing
4000202	Null manifest xml	Invalid APK: Manifest xml is missing
4000203	Invalid app certificate	The application certificate is invalid
4000204	Signing issue	APK not signed or signed incorrectly
4000101	App error uploading file	Error encountered when uploading file
4000102	App binary exists	This application already exists
4000114	Package info not match	Mismatch in current and new application package information
4000001	Cannot delete app version	App only has one version and version is being deleted. Use delete app within Actions menu instead.
4000002	App version used in profile	App version cannot be deleted, as its still used in profile.
4000003	App version still in signing status	App version cannot be deleted, as its still in signing status.
4040001	App not found	Application not found.

Other errors

Code	Cause of Error	Troubleshoot
4002001	Failed to update the request	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
5000000	Internal server error.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
5002001	Failed to send request to API Gateway.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4042001	The request could not be found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4002002	The request state is invalid.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4002001	Failed to update the request.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
-	Action failed.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4000000	This resource is invalid.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4003	The method argument not valid.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4001905	Server busy. Please try again in a few seconds.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4042	The client ID is invalid.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4010102	Please fill in the OTP Code to login outside of the Samsung network.	Please fill in the OTP Code to login outside of the Samsung network.
40005	Google Play services are temporarily unavailable.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4042106	Device push type or push registration ID not available.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4042105	Content not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4042102	Sellout not found.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
-	Action failed.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
-	Connection to Google Playstore timed out.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
-	Connection to Google Playstore error.	A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung.
4040000	Required parameters missing.	Verify that you've entered the mandatory parameters. If you continue to experience issues, a system error may have occurred. Refresh the page and try again. If the problem persists, contact Samsung.