Reseller upload auto-assign preferences aren’t being applied

Environment

• Knox cloud services

Overview

When resellers upload your devices, you may encounter an issue where the devices are successfully uploaded, but only appear in the common device list and aren’t automatically registered in Knox Mobile Enrollment or Knox Configure. If you’ve configured auto-assign preferences, you may also notice that the devices aren’t assigned the profile(s) as expected and remain in an Unassigned state.

Cause

This issue may occur when the super admin’s account is in a blocked state due to prolonged inactivity. When an admin doesn’t sign into their account for five or more years, they’re sent a notification email warning that their account will be blocked unless they sign in within a specified timeframe.

If the admin doesn’t sign in within the allotted timeframe, the account is blocked. As a result, a permission error prevents the system from processing reseller auto-assign preferences.

Workaround

You can use the following workaround to resolve this issue:

1. Submit a support ticket to either:

   • Unblock the current super admin’s account.
   • Change the super admin to an active admin account.

2. After resolving the super admin account issue, you can register the devices to your services using one of following methods:

   • Assign the correct enrollment profile to the devices from the common device list.
   • Ask your reseller to delete, then reupload the affected devices to apply your configured auto-assign settings.