How can I troubleshoot issues with Knox E-FOTA Advanced?

This article describes some troubleshooting steps you can take when you encounter errors.

If your issue persists even after you've taken these steps, get the logs and submit a ticket through your Samsung Knox dashboard.

Operation canceled (-7001)

Check if the IT admin canceled the operation.

Missing update file that corresponds to the reported device's tool version (-7032)

Check if the update file needed to upgrade the device from the current version to the target version is registered in the server.

To do this, log in to the Knox E-FOTA Advanced portal, and go to Software Management > Firmware. In the table, click on the relevant device model.

In the following example, the SM-G955F_DBT model needs to be upgraded to the G955FXXS5DSH5 version. The update file for the G955FXXU4DSBA â–º G955FXXS5DSH5 path is registered as FW-2019814-56315.bin. However, the update file for the G955FXXS4CRLB â–º G955FXXS5DSH5 path is not registered.

If the update file to upgrade from the current version of the device to the target version is not registered to server, check the version one step before the target version. You might need to step through the upgrade to finally reach the target version.

Not attempted due to update file version mismatch or lack of available storage (-7017)

Check if the remaining memory size of the device is enough. Depending on the update file size, it might need 1 to 2GB of remaining memory size.

Not enough memory for download (-2501)

Check if the remaining memory size of the device is enough. Depending on the update file size, it might need 1 to 2GB of remaining memory size.

Undefined error (-2409)

• Check if the device is turned on and properly connected to the internet.
• Check the connection between the device and the Knox E-FOTA Advanced server:

1. Launch the Knox E-FOTA Advanced Client app on the device and check the Last Seen time.
2. Log in to the Knox E-FOTA Advanced portal and go to Device Management > Devices.
3. Look for the relevant device in the Devices table.
4. Check the Last Seen time for that device.

The Last Seen time recorded in the app the device must match the Last Seen time recorded in the portal. Otherwise, the device is not properly communicating with the Knox E-FOTA Advanced server.

NOTE — Server time is based on GMT0.

Failure to positively validate the digital signature of the Delivery Package. An OMA DM 1407 error of the SCOMO node (-1407)

Get the logs and submit a ticket through your Samsung Knox dashboard.

Installation failed (-1405)

Check the version of the application to be installed. The deployed application must have a later version than the currently installed version. To view the device's inventory information:

1. Log in to the Knox E-FOTA Advanced portal and go to Device Management > Devices.
2. Look for the relevant device in the Devices table.
3. Click Inventory Details.

Download failed (-1402)

• Check if the device is connected to the internet.
• Check if the device is connected to the E-FOTA Advanced server.

1. Log in to the Knox E-FOTA Advanced portal and go to Device Management > Devices.
2. Look for the relevant device in the Devices
3. Check the Last Seen time for that device to see the last time it checked in with the server during the polling interval.

NOTE — Server time is based on GMT0.

• Change the Download Resume setting to keep the client in the download state long enough to complete the download of the package file. Go to Device Management > Client Configuration to make this change.

 

Download Server error (-1500)

• A temporary network error may cause this problem. Close the campaign and retry.
• Check if the firmware to be deployed is active. Go to Software Management > Firmware, and select the relevant firmware. In the screen that displays, check the Status value.

 

Not reported (-7020)

• Check if the device is connected to the internet.
• Check if the client app is running on the device.
• Click the client app icon to launch it manually during the campaign period. This will trigger client polling.

End-user aborted or canceled operation after an alert or during download (-7005)

• Tell the device user not to cancel the download and installation during the campaign.
• When creating the update campaign, make it a critical or silent type of update so the device user cannot cancel it. Go to Campaign Management > Campaign > New Campaign. Under Update Type, select Critical Update or Silent Update.

 

End-user response timed out (-1450)

• Tell the device user to allow the download and installation of the firmware during the campaign.
• When creating the update campaign, make it a critical or silent type of update so the device user doesn't need to confirm it. Go to Campaign Management> Campaign > New Campaign. Under Update Type, select Critical Update or Silent Update.

 

Operation invalid because campaign timed out (-7004)

• Tell the device user to allow the download and installation of the firmware during the campaign.
• Edit the campaign to extend the campaign period to allow more time for the client to be updated.

Device is up-to-date (-7003)

Check the firmware version of the device (AP/CSC/CP) to see if it is already updated to the target version:

1. Log in to the Knox E-FOTA Advanced portal and go to Device Management > Devices.
2. Look for the relevant device in the Devices table.
3. Click Inventory Details.