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Device has an unenrolled status after clearing data from the agent

Last updated December 19th, 2023

Categories:

Device

Environment

  • Knox Asset Intelligence
  • Knox Service Plugin

Overview

You might encounter an issue where a device’s status is displayed as Enrolled, but no data is collected from it.

Cause

If a device user clears the app data of the Knox Asset Intelligence agent on the device, the user information is deleted, causing the device to become unenrolled. The Knox Asset Intelligence agent must be launched again to re-enroll the device.

If a device is unable to communicate with the server for more than seven days, the device status will update to Inactive on the Knox Asset Intelligence console.

Workaround

You can restrict device users from clearing the cache and data for the Knox Asset Intelligence agent:

  1. On your EMM console, go to the Knox Service Plugin profile.

  2. Modify the following policies in Device-wide policies:

    Policy Value
    Enable device policy controls True
    Application management policies > Enable application management controls True
    Application management policies > Clear Cache Block List com.samsung.android.knox.dai
    Application management policies > Clear Data Block List com.samsung.android.knox.dai

  3. Save and push your changes to the affected devices.

  4. Launch the Knox Asset Intelligence agent on the affected devices to re-enroll the device.

After following the procedure, device users are now unable to clear the app data of the Knox Asset Intelligence agent.

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