Device-side errors
Last updated July 26th, 2023
You may encounter the following errors when using devices with the Knox Intelligence agent. This section helps you identify the cause of error, and offers troubleshooting tips to resolve it.
Enrollment errors
Enrollment errors can occur when registering a device in Knox Asset Intelligence.
| Error | Device message | Cause of error | Troubleshooting steps |
|---|---|---|---|
| General error | Couldn’t enroll your phone. Contact Support if the problem continues. | Generic errors may lead to this failure. | Retry enrollment from the point it failed. If the error persists, capture the device log and send it to Samsung support. |
| No connection | To use this phone further, connect to a Wi-Fi or mobile network. | The phone doesn’t have a network connection. | On the device, either tap the Wi-Fi icon in the notification bar to enable Wi-Fi, or go toSettings > Connections > Mobile networks to connect to the mobile network. Then, retry enrollment from the point it failed. |
Device debug errors
Device debug errors can occur when requesting device logs through Knox Asset Intelligence.
| Error | Device message | Cause of error | Troubleshooting steps |
|---|---|---|---|
| Storage issue | Unable to generate log file because of a storage issue. Check your storage and try again. | The device does not have enough storage space to generate the log file. | Check the amount of storage available on your device, then try again. |
| Network issue | Unable to upload the log file because of a network issue. Check your network and try again. | The device is not connected to a network, or lost network connectivity. | Check if your device is connected to a Wi-Fi or mobile network, then try again. |
| Server issue | Unable to upload the log file because of a server issue. Try again later. | The device cannot connect to the Knox Asset Intelligence server. | Retry the upload. |
| On-device error | Unable to generate the log file because of an unidentified device system error. Try again later. | The device encountered an unknown error when generating the log file. | Try generating the log file again. |
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