Portal-side errors
Last updated July 26th, 2023
When using the Knox Asset Intelligence console, the following errors can occur. Refer to the section below for the potential cause of errors, and troubleshooting tips to resolve them.
Enrollment errors
Using the Knox Asset Intelligence console to register devices can result in an enrollment error. Potential causes are due to unsupported devices, configuration errors, or a shortage of license seats.
| Code | Cause of error | Troubleshooting steps |
|---|---|---|
| Device not found | The device is not registered in the Knox Asset Intelligence console or customer portal. | Check if the device was added to the Knox Intelligence console, then retry enrollment from the point it failed. |
| No valid license | No license seats are available for consumption. | Check the number of available seats on your Knox Suite license, and retry enrollment. |
| Already enrolled | The device is already enrolled with another profile. | Check whether the Knox Asset Intelligence agent is already installed, then retry enrollment from the point it failed. |
| Device not supported | This device is not supported by the Knox Asset Intelligence service. | Retry enrollment with a supported device . |
License errors
You may encounter the following license errors when registering a license in Knox Asset Intelligence. Potential causes include expired licenses, duplicate license names, and incompatible license types.
| Code | Cause of error | Troubleshooting steps |
|---|---|---|
| 6005000 | The license you are registering is not found. | A system error occurred. Refresh the page and try registering the license again. If the problem persists, contact Samsung Knox Support. |
| 6006000 | The device count exceeds the available license quantity. | In the Licenses tab, check if there are enough license seats available. If the problem persists, contact Samsung Knox Support. |
| 6007000 | Failed to register license. | A system error occurred. Try registering the license again. If the problem persists, contact Samsung Knox Support. |
| 6008000 | The license you are registering is already registered. | The license key entered is already in use. In the Licenses tab, check whether the license exists in the list. If you require further support, contact Samsung Knox Support. |
| 6009000 | The name of the license you are registering is already used by another license. | The entered license name entered is already in use. Please enter a different name. |
| 6010000 | Failed to register license. | The license key entered is not valid. Contact Samsung Knox Customer Support if this is not correct. |
| 6011000 | The license you are registering is expired. | The license is expired. Please contact your license reseller or Samsung Knox Support for more information. |
| 6012000 | The license date could not be parsed. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 6013000 | The license you are registering does not support Knox Asset Intelligence. | Check the product type of the license you are registering. Knox Asset Intelligence only supports Knox Suite licenses. For additional support, contact Samsung Knox Support. |
| 6015000 | The license you are registering is expired. | The license is expired. Please contact your license reseller or Samsung Knox Support for more information. |
| 6016000 | The license is not active. | In the Licenses tab, check the license state. Contact Samsung Knox Support if this is not correct. |
| 6017000 | The license key is invalid. | Check the license you are registering. Knox Asset Intelligence only supports Knox Suite licenses. For additional support, contact Samsung Knox Support. |
Device-related errors
When registering devices in the Knox Asset Intelligence console, the following errors could appear. Possible causes include devices that are already registered, or devices that aren’t supported by the service.
| Code | Cause of error | Troubleshooting steps |
|---|---|---|
| 4000302 | The device is in an invalid state. | One or more devices you are uploading are in an incorrect state. Refresh the page and retry the upload. If the problem persists, contact Samsung. |
| 4000303 | The device has an invalid user ID. | One or more devices you are uploading are already enrolled under another user ID. Check if the devices are enrolled in another Knox Asset Intelligence instance. If you require further assistance, contact Samsung Knox Support. |
| 4000304 | The device is not supported by Knox Asset Intelligence. | One or more devices you are uploading are not supported by Knox Asset Intelligence. Retry the device upload with supported devices . For more information, contact Samsung Knox Support. |
| 4040300 | The device is not found. | One or more devices you are uploading cannot be found in the system. Contact Samsung Knox Support for assistance. |
General portal-related errors
The following errors could occur when using the Knox Asset Intelligence console to perform general actions, such as uploading or exporting CSV files. Potential causes for the errors include unsupported file formats, invalid file contents, and general system errors.
| Code | Cause of error | Troubleshooting steps |
|---|---|---|
| 4000000 | The resource is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000001 | The resource is not supported. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4010000 | The authorization failed. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4030000 | The authentication failed. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040000 | The resource is not found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 5000000 | An internal server error occurred. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 5000001 | The file format is unsupported. | Check the file format. The file must be in CSV format and encoded in UTF-8. If the problem persists, contact Samsung Knox Support. |
| 5000002 | An error occurred when reading the CSV file. | Retry the CSV upload again. If the problem persists, contact Samsung Knox Support. |
| 4000801 | The file type is unsupported. | Ensure the file extension is “.csv”, then retry the upload. |
| 4000802 | The uploaded CSV file is empty. | Check the CSV file content and retry the upload. If the error persists, contact Samsung Knox Support. |
| 4000803 | The uploaded CSV file is empty. | Check the CSV file content and retry the upload. If the error persists, contact Samsung Knox Support. |
| 4000804 | The uploaded CSV file is empty. | Check the CSV file content and retry the upload. If the error persists, contact Samsung Knox Support. |
| 4000805 | The CSV file exceeds the allowed line limit. | Ensure the file contains under 10000 lines, then retry the upload. The maximum number of rows in the CSV file is 10000. |
| 4000806 | The CSV file contains invalid data. | Check whether the CSV file contains the correct data, then retry the upload. |
| 4040900 | The activity log could not be found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040901 | The CSV file of the activity log could not be found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040902 | The CSV file of the activity log could not be found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
User-related errors
You may encounter these errors when inviting admins or registering resellers in the Knox Asset Intelligence console. Potential causes include invalid Reseller IDs and unregistered resellers.
| Code | Cause of error | Troubleshooting steps |
|---|---|---|
| 4000100 | The Knox Asset Intelligence tenant is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000101 | The user has an invalid role. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000102 | The user is in an invalid state. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000103 | The user already exists. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000104 | The user invitation was not found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4010101 | The entered ID is not associated with a reseller. | Check if the Reseller ID is valid, then try again. |
| 4040100 | The user was not found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040400 | The upload was not found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040500 | The tenant was not found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000601 | The customer and reseller are already mapped. | In the Resellers tab, check if the reseller is already in the list. |
| 4000602 | The customer ID is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040600 | The customer and reseller mapping could not be found. | In the Resellers tab, register the reseller. If the problem persists, contact Samsung Knox Support |
| 4000701 | The customer is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000702 | The user is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040701 | The customer was not found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
Battery-related errors
Interacting with the battery-related modules may result in the following errors. The errors may be caused by deleted devices or internal system errors.
| Code | Cause of error | Troubleshooting steps |
|---|---|---|
| 4000000 | The resource is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000001 | The resource is not supported. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000005 | The customer ID is null. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000006 | The argument is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040003 | The date range was not found. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4040300 | The device was not found. | The device was either deleted or does not exist in the system. Contact Samsung Knox Support for assistance. |
| 5000000 | An internal server error occurred. | Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
Wi-Fi connectivity errors
Interacting with the Wi-Fi connectivity module may result in the following errors. The errors may be related to CSV file exports or internal server errors.
| Code | Cause of error | Troubleshooting steps |
|---|---|---|
| 4000000 | The resource is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000001 | The customer ID is null. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000002 | The argument is invalid. | A system error occurred. Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 4000003 | No Wi-Fi data was found. | The Wi-Fi data does not exist in the system. Contact Samsung Knox Support for assistance. |
| 5000000 | An internal server error occurred. | Refresh the page and try again. If the problem persists, contact Samsung Knox Support. |
| 5000101 | The file format is unsupported. | Check the file format. The file must be in CSV format and encoded in UTF-8. If the problem persists, contact Samsung Knox Support. |
| 5000102 | An error occurred when reading the CSV file. | Retry the CSV upload again. If the problem persists, contact Samsung Knox Support. |
| 5000201 | A file system error occurred. | Try generating the CSV file again. If the problem persists, contact Samsung Knox Support. |
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