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Get Support

The Knox web portal provides a lot of additional information about Knox. Check out these tabs:

  • Solutions—For information about various Knox product and solution offerings.
  • Support—For white papers, technical notes, glossary, guides, training materials, an interactive Flash simulator, and Frequently Asked Questions (FAQs).

Who to contact

Contact your reseller or EMM partner or escalate to your regional Samsung Knox Support team. Contact information can be found on the Samsung Knox Support website.

What to provide

To resolve your issue as fast as possible, be prepared to collect the following information from your device:

From About Device:

  • Android version
  • Build number
  • Kernel version

From Device Status

  • Mobile network state
  • Signal strength

From Wi-Fi Status

  • Status
  • Signal strength

From KLM

  • KLM license key
  • KLM agent version on the device
    • To check the KLM agent version: Settings > Application manager > All > KLM agent > Check the version

Get Dumpstate

  1. Launch the Phone app.
  2. Enter *#9900#.
  3. Tap Run dumpstate/logcat/modem log.
  4. Tap OK to copy the log to your SDcard.

The tool will then indicate the saved location of the device log files, which is accessible through My Files in your device's personal space.

NOTE—If your device doesn't have a Phone app (For example, Wi-Fi only devices), use the Calculator app and enter (+30012012732+ in the keypad. This switches the Calculator to Factory Mode. For detailed instructions, visit the Knox knowledge base article: How to capture logs to troubleshoot my device?

Get client app log

The client app log file is automatically saved to the following folder: /log/swm. Access the client app log through My Files in your personal space.

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