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Get support

SamsungKnox.com 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).

How to get support

Submit a support ticket if you have any questions or encounter any issues.

  1. Sign in to your SamsungKnox.com dashboard.
  2. Under Support, click Submit/View my support tickets.

What to provide

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

From the Knox E-FOTA One portal

Customer ID

From various settings on your device

About phone

  • Android version
  • Build number
  • Kernel version

SIM card status

  • Mobile network state
  • Signal strength

Wi-Fi

  • Status
  • Signal strength

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?