Troubleshoot device syncing

This page outlines how to test that your devices sync properly.

Prerequisites

Synchronization between shared devices happens when all of the following conditions are met:

• The devices have the same group ID or are on the same Wi-Fi subnet, depending on how you configured Knox Authentication Manager in your UEM.
• The devices are charging.
• Your network’s configuration and firewall allows devices to communicate with one another using the UDP and TCP port numbers specified in the managed configuration.
• Port 443 and URLs that end with *.firebaseio.com have been added to your firewall’s allowlist to allow communication with Firebase.

Test device syncing

To test device syncing, you need two devices with Knox Authentication Manager installed that are in the same device group or on the same Wi-Fi subnet, depending on how you configured Knox Authentication Manager in your UEM. For instruction purposes, these devices will be referred to as Device A and Device B.

1. Dock or plug in Device B.
2. Enroll a new user account with Knox Authentication Manager on Device A.
3. Dock or plug in Device A and wait 1-2 minutes for the devices to sync.
4. On Device B, enter the enterprise ID you used to create the new user account on Device A. If Knox Authentication Manager signs in to the account without asking you to re-enroll the account, then the devices synced successfully.

Potential issues

Network related issues

Devices may not sync if:

• The UDP/TCP port number is blocked by your enterprise’s network policy.
• HTTPS or port 443 is blocked so devices can’t communicate with Google Firebase.

Device related issues

Devices may not sync if:

• A device’s storage is full.
• A device has lower than 5% power.
• A device’s storage is encrypted. Since Knox Authentication Manager’s application data is stored in the Credential Encrypted (CE) storage location, if a device is rebooted but not unlocked, the CE storage is encrypted.

Configuration related issues

Devices may not sync if in the Knox Authentication Manager configuration in your UEM:

• Devices aren’t under the same org ID, group ID, and group key.
• The UDP/TCP port number is invalid or conflicts with other services on the device.

Charge related issues

Devices may not sync if:

• A device was just charged out of the network range.
• A device was powered off when charged.