Device-side errors
Last updated July 26th, 2023
The following errors could occur when using Knox Configure devices.
This section of the guide helps you identify the cause of error and recommends troubleshooting tips to assist you in resolving the error.
Enrollment errors
Enrollment errors can occur when registering a device in the Knox Configure portal. Possible errors include: server errors, invalid authentication credentials, or improper device configurations.
| Code | Device message | Log message | Cause of Error | Troubleshoot |
|---|---|---|---|---|
| 71102 | N/A | N/A | The Knox Configure client failed to start. |
Try to re-enroll the device. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 71202 | Unable to enroll device. This device is not configured for Mobile Enrollment. | N/A | Device isn't configured for mobile enrollment. A system error occurred because the IMEI or serial number isn't registered with the device enrollment server. |
Try to re-enroll the device. If you continue to experience issues, obtain the device log and contact Samsung support. |
|
700107 700108 |
An error occurred while configuring the device. Contact your IT admin or try again. | Device enrollment error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | The admin is not activated. An error occurred while configuring the device. |
Try to re-enroll the device. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 72001 | The operation failed due to invalid authentication credentials. | Device enrollment error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Invalid authentication credentials. Enrollment failed due to invalid authentication credentials. The server returns HTTP code 403. |
Verify the credentials and try the credentials again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 72002 | Unable to find credentials. | Device enrollment error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Unable to find credentials. Enrollment failed due to invalid authentication credentials. The server returns HTTP code 404, not found. |
Verify the credentials and try the credentials again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 72002 | Unable to enroll device. This username is already in use. Enter a different username and try again. | Device enrollment error. If the problem persists contact Samsung and provide a device log to assist with troubleshooting. | Username already in use. The username you are registering already exists. The server returns HTTP code 409, conflict. |
Try registering with a different login credential. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 72002 | Unable to enroll device. Try enrolling again. If the problem persists contact your IT administrator. | Device enrollment error. If the problem persists contact Samsung and provide a device log to assist with troubleshooting. | Server error. The system can't communicate with the Samsung server. The server would returns HTTP code 5xx, server error. |
An error occurred on the device enrollment server. Please wait a few hours and try to enroll again. If you continue to experience issues, obtain the device log and contact Samsung support. |
|
72402 72502 72605 72626 |
Unable to download and install customization agent. Check your connection and try again. | Device enrollment error. If the problem persists, contact Samsung and provide a device log to assist with trouble shooting. | Unable to enroll device. The device wasn't able to connect to the Samsung server. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, factory reset the device or open https://configure.samsungknox.com on the device browser. Try waiting a few hours before trying again. |
| 72701 | Network error. Invalid server certificate. | Device enrollment error. If the problem persists, contact Samsung and provide a device log to assist with trouble shooting. | Server certificate error (Certificate pinning error). An invalid server certificate is preventing the device from enrolling successfully in Knox Configure. |
An error occurred on the device enrollment server due to an invalid server certificate. Check that your enterprise devices have access to Knox servers. Please wait a few hours and try to enroll again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 72702 | Unable to enroll device or the enrollment couldn't be finished. You can retry by pressing the button. If the problem persists, please contact your IT admin. | The device ID (IMEI or Serial Number) has been removed from the Knox Configure Portal. Add the Device ID and try again | An error occurred on the device enrollment server because the IMEI or serial number was removed on the Knox Configure console. |
The error occurred on the device enrollment server because the IMEI/SN was removed in the Knox Configure server after it was started. Register the IMEI on the server and retry the enrollment process again. |
Connection errors
Connection errors can occur when a device has issues communicating with the Knox Configure server. Consequently, devices can’t successfully push and pull commands.
| Code | Device message | Log message | Cause of Error | Troubleshoot |
|---|---|---|---|---|
| 0 | No Network Connection. No signal found for mobile networks. Check your network and retry. | N/A | Network connection error, an error occurred while getting the profile. |
On the device, swipe down from the status bar and tap Wi-Fi to check if the device connection is stable. If you're connecting the device to the internet via mobile network, go to: Settings > Connections > Mobile networks, check that you've selected the appropriate Network Mode and Network Operator for the device. Once Wi-Fi connectivity is verified, retry the enrollment process This error can also occur if the device reboots during enrollment and Knox Configure launches while the device remains disconnected from Wi-Fi. The Samsung server may not return an error due to the deprecated network connection, check your connection settings and restart the enrollment process. |
Profile errors
Profile errors can occur when the device is unable to load its intended profiles as defined in the Knox Configure dashboard.
| Code | Device message | Log message | Cause of Error | Troubleshoot |
|---|---|---|---|---|
| 10102 | An error occurred while customizing the device. Contact your IT admin or retry. | An unknown error occurred while downloading the profile. Contact Samsung and provide a device log. | Unknown error. The error occurred from an unknown or undetectable reason. The profile became corrupt during download. |
If you continue to experience issues, obtain the device log and contact Samsung support. |
| 11001 | Profile Error. The profile is not valid. Contact your IT admin or retry. | The profile became corrupted during the download. Contact Samsung for more information. | Corrupt profile error. An issue occurred when syncing to the server when downloading the device profile. | Try to re-install the profile again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 11002 | Profile Error. The profile is not valid. Contact your IT admin or retry. | "The profile became corrupted during the download. Contact Samsung for more information." | Malformed enrollment response. A mismatch error occurred while the server was upgrading. | Try to re-install the profile again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 11003 | Profile Error. The profile is not valid. Contact your IT admin or retry. | The profile became corrupted during the download. Contact Samsung for more information. | Malformed enrollment response. A license wasn't present in the response or only one license detected. | Try to re-install the profile again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 11004 | Profile Error. The profile is not valid. Contact your IT admin or retry. | The profile became corrupted during the download. Contact Samsung for more information. | Unable to update KC agent. | Try to re-install the profile again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 11005 | Profile Error. The profile is not valid. Contact your IT admin or retry. | The profile became corrupted during the download. Contact Samsung for more information. | Unable to download KC agent. The profile became corrupted during download. | Try to re-install the profile again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 11006 | Profile Error. The profile is not valid. Contact your IT admin or retry. | The profile became corrupted during the download. Contact Samsung for more information. | KC agent package name and version code verification failure. The profile became corrupted during download. | Try to re-install the profile again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 11007 | Profile Error. The profile is not valid. Contact your IT admin or retry. | The profile became corrupted during the download. Contact Samsung for more information. | The downloaded KC agent APK was deleted before it was properly installed. The profile became corrupted during download. | Try to re-install the profile again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 11103 | Error. An error occurred while configuring the device. Contact your IT admin or retry. | An unknown error occurred while downloading the device profile. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Unable to fetch registration ID. |
Check the network environment is stable and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 12000 | A network error occurred while customizing the device. Check your network environment and retry. | A network error occurred while downloading the profile. Check the device network environment and retry. | A network error is preventing the device from syncing with the profile. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, factory reset the device or open https://configure.samsungknox.com on the device browser. Try waiting a few hours before trying again. |
| 13002 | Invalid Device ID. Your device is not registered in the Knox system. Contact your IT admin or retry. | An unknown error occurred while downloading an app. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Invalid Device ID. The device ID (IMEI or serial number) isn't registered in Knox Configure. This error may also occur if the IMEI or serial number is removed from Knox Configure while the device is in the process of being enrolled. |
Devices registered in the Samsung server must also be registered in Knox Configure before the device can be enrolled. Verify the device IMEI in the Knox Configure portal. If not, contact your reseller to upload the device. If the device appears in the portal, verify that the device is assigned a profile. Try reassigning the profile If you continue to experience issues, obtain the device log and contact Samsung support. |
App errors
Application errors can occur when you are trying to modify, upload or push an app to a device using Knox Configure.
| Code | Device message | Log message | Cause of Error | Troubleshoot |
|---|---|---|---|---|
| 20102 | Error: An error occurred while customizing the device. Contact Samsung for more information. | An unknown error occurred while downloading an app. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | An unknown error occurred while downloading an app. |
If you continue to experience issues, obtain the device log and contact Samsung support. |
| 21001 | Profile Error: The profile is invalid. Contact your IT admin or retry. | The profile became corrupt during download. Contact Samsung for more information. | Device profile error. The Knox Configure profile format is corrupt, incorrect, or malformed. |
Try to enroll the device again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 21004 | There is not enough space in your device storage. Ensure sufficient space is available on the device and retry. | Device storage limit exceeded. Ensure sufficient device storage space is available and retry. | Insufficient storage, the file download failed due to insufficient device storage capacity. |
Check the available storage space on your device by navigating to Settings > System > Storage > Available Space. Remove apps by long pressing and tapping Remove. Remove content by going to My Files and long pressing files to delete. |
| 21005 | Application Installation Failed. An error occurred while installing applications. Contact your IT admin or retry. | <application name> is invalid or a package with the same name has already been installed. Review the app and try again. |
App installation failed. The app error occurred due to an error with the APK file previously uploaded to the Knox Configure portal. Alternatively, the device may have another app with the same package name already installed. |
If an app has the same package name, uninstall the existing app and try enrolling your device again. Try installing the APK file manually: Go to Settings > Lock screen and security. Under Unknown sources, tap to allow the installation of apps from sources other than Google Play. Transfer the APK file by connecting the device to a computer using a USB. Install by tapping My Files and navigate to the folder you've side-loaded the APK to. Tap on the package name and follow the installation prompts. If the APK installation fails, contact the developer for that app. |
| 21006 | Application Installation Failed. An error occurred while installing applications. Contact your IT admin or retry. | <application name> is invalid or a package with the same name has already been installed. Review the app and try again. |
Application failed to install due to a check sum matching failure. |
If an app has the same package name, uninstall the existing app and try enrolling your device again. Try installing the APK file manually: Go to Settings > Lock screen and security. Under Unknown sources, tap to allow the installation of apps from sources other than Google Play. Transfer the APK file by connecting the device to a computer using a USB. Install by tapping My Files and navigate to the folder you've side-loaded the APK to. Tap on the package name and follow the installation prompts. If the APK installation fails, contact the developer for that app. |
| 22000 | Application Download Failed. Check your network and retry. | <application name> download error. Check device network environment and retry. |
App download failed. Download failed due to an error in the local network environment (firewall, proxy, gateway). Knox Configure couldn't establish a stable connection with the Samsung Server. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, factory reset the device or open https://configure.samsungknox.com on the device browser. Try waiting a few hours before trying again. |
| 23006 | Error. An error occurred while customizing the device. Contact your IT admin or retry. | <application name> could not be downloaded. If this problem persists, contact Samsung. |
Server error. The Samsung server failed to deliver the download URL to the device. |
An error resulted from an invalid download URL. Please re-try downloading the app again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 23007 | <application name> download error. Check device network environment and retry. If the problem persists, contact Samsung. |
<application name> could not be downloaded. If this problem persists, contact Samsung. |
Server error. The Samsung server failed to deliver the download URL to the device. |
An error occurred due to network instability. On the device, swipe down from the status bar and tap Wi-Fi to check if the device connection is stable. Try to remove and upload the application again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 23008 | Error. An error occurred while customizing the device. Contact your IT admin or retry. | <application name> could not be downloaded. If this problem persists, contact Samsung. |
URL download failure, the app download failed from URL because the URL is malformed. |
An error occurred due to network instability. On the device, swipe down from the status bar and tap Wi-Fi to check if the device connection is stable. Try to remove and upload the application again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 23009 | Error. An error occurred while customizing the device. Contact your IT admin or retry. | <application name> could not be downloaded. If this problem persists, contact Samsung. |
The server was unable to fetch EULA for an admin application. |
An error occurred due to network instability. On the device, swipe down from the status bar and tap Wi-Fi to check if the device connection is stable. Try to remove and upload the application again. If you continue to experience issues, obtain the device log and contact Samsung support. |
License activation errors
License activation errors can occur for a variety of reasons, including: an expired license, terminated licenses, or Samsung License server connection issues.
| Code | Device message | Log message | Cause of Error | Troubleshoot |
|---|---|---|---|---|
| 30102 | Error. An error occurred while customizing the device. Contact Samsung. | An unknown error while activating your license. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | An unknown error has occurred during the license activation process. |
If you continue to experience issues, obtain the device log and contact Samsung support. |
| 31001 | Profile Error: The profile is not valid. Contact your IT admin or retry. | The profile corrupted while activating a license. If the problem persists, contact Samsung. | Corrupted profile error. An error resulted from the use of a wrong profile schema. When parsing, the profile format wasn't correct. |
Try to re-load the profile. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 32105 | License Activation Failed. An error occurred while activating the license on the device. Set the date and time on the device correctly and retry. | The device time and/or date is incorrect. Set the correct time and/or date and try again. | Incorrect date or time on device. The device time is not synced with the license time stamp. An incorrect date or time on the device can cause a license activation error. |
Reset the device date and time correctly to your geographic timezone: Go to Settings > System > Date and time. Enable Automatic date and time and Automatic time zone to use the settings from your mobile service provider. To manually change time settings, disable Automatic date and time and Automatic time zone and use the Set date, Set time, and Select time zone settings as required. |
|
32000 32502 |
License Activation Failed. An error occurred while activating the device license. Check your network and retry. | License activation failed due to a network error. Check the device network environment and retry. | Network error occurred during license activation. The device wasn't able to activate the license. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, factory reset the device or open https://configure.samsungknox.com on the device browser. Try waiting a few hours before trying again. |
| 33401 | License Activation Failed. An error occurred while activating the device license. Contact Samsung. | License activation failed due to an error with the Samsung internal server. If the problem persists, contact Samsung. | The Samsung server is currently experiencing an issue. |
Wait a few hours and try enrolling your device again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 34701 | License Activation Failed. An error occurred while activating the license on the device. Contact your IT admin or retry. | License expired. Purchase new licenses and try activating the device again. | License expired. Your license key has expired. If you are using a trial key which generated from the Knox Partner Portal, you can check your expiration date from My license keys. See Knox licenses for more information. |
Obtain a production key by emailing knoxcustom@samsung.com, for a trial license key go to the My license keys. Add your new license key to the Knox Configure portal, then assign the new license key to your device profile: On the Knox Configure portal, click the Profiles > Licenses and open the profile with expired licenses. Select the uploaded license. Your license selection is saved without requiring an additional confirmation button. Factory reset the device and enroll it again by opening the device browser and going to https://custom.samsungknox.com. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 34203 | License Activation Failed. An error occurred while activating the license on the device. Contact your IT admin or retry. | Invalid licenses. Purchase new licenses and try again. | License terminated. |
In the Knox Configure dashboard, go to the License tab. Check that you have valid licenses available. Check the expiry date. If you don't have valid licenses, you may need to obtain additional licenses and try again. |
| 34702 | An error occurred while activating the license on the device. Contact your IT admin or retry | Insufficient licenses to activate devices. Purchase new licenses and try again | License quantity exceeded. You don't have enough licenses to enroll all of your devices. |
In the Knox Configure dashboard, go to the License tab. Check that you have valid licenses available. Check the expiry date. If you don't have valid licenses, you may need to obtain additional licenses and try again. |
|
700109 700110 700111 700112 700113 |
Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Insufficient licenses to activate devices. Purchase new licenses and try again. | Invalid license key. Your license key couldn't be validated on the server and is currently invalid. |
In the Knox Configure dashboard, go to the License tab. Check that you have valid licenses available. Check the expiry date. If you don't have valid licenses, you may need to obtain additional licenses and try again. |
Content download errors
This section describes troubleshooting tips to consider when experiencing content download errors.
| Code | Device message | Log message | Cause of Error | Troubleshoot |
|---|---|---|---|---|
| 1510 | Error. An error occurred while customizing the device. Contact Samsung. | Download error. Check device network environment and retry. |
Content download failed, verification (auto or manual) failed. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 40102 | Error. An error occurred while customizing the device. Contact Samsung. | An unknown error occurred while downloading content. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Device enrollment failed due to unknown an unknown error. |
If you continue to experience issues, obtain the device log and contact Samsung support. |
| 41001 | Profile Error. The profile is not valid. Contact your IT admin or retry. | Profile is corrupted. Contact Samsung for more information. | Profile error. An error occurred while downloading profile content. |
Try to enroll the device again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 41004 | Insufficient Storage. There is not enough space in your device storage. Ensure sufficient space is available on the device and retry. | Device storage limit exceeded. Ensure sufficient device storage space is available and retry. | Insufficient storage, the file download failed due to insufficient device storage capacity. |
If an app has the same package name, uninstall the existing app and try enrolling your device again. Try installing the APK file manually: Go to Settings > Lock screen and security. Under Unknown sources, tap to allow the installation of apps from sources other than Google Play. Transfer the APK file by connecting the device to a computer using a USB. Install by tapping My Files and navigate to the folder you've side-loaded the APK to. Tap on the package name and follow the installation prompts. If the APK installation fails, contact the developer for that app. |
| 42000 | Content Download Failed. Check your network and retry. | <content file name> failed to download. Check device network environment and retry. |
Content download failed due to a network error. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, factory reset the device or open https://configure.samsungknox.com on the device browser. Try waiting a few hours before trying again. |
| 43006 | Error: An error occurred while customizing the device. Contact your IT admin or retry. | <content file name> failed to download. Check the device network environment and retry. In the problem persists, contact Samsung. |
Server error, the device is attempting to download content from an incorrect or unresponsive URL. |
Try the download again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 43007 | Error. An error occurred while customizing the device. Contact your IT admin or retry. | <content file name> failed to download. Check the device network environment and retry. In the problem persists, contact Samsung. |
Server error, a licensing error is preventing the device from downloading the content. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, factory reset the device or open https://configure.samsungknox.com on the device browser. Try waiting a few hours before trying again. |
Configuration errors
Configuration errors can occur when pushing custom policies using the Knox Configure admin portal.
| Code | Device message | Log message | Cause of Error | Troubleshoot |
|---|---|---|---|---|
| 51010 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry the configuration activity. | An error occurred with <API name> <application name> <content file name> in your profile. Check the profile configuration and retry. |
Error with <Configuration item>. There is a file or profile setting error. |
In the Knox Configure Portal, go to the Devices tab. Select the device experiencing the failure. Click Actions > View log. The log displays the error content (e.g. Review the configuration file or setting experiencing the error. Ensure you have entered the correct file type or setting for that particular field. Factory reset the device and try enrolling it again. |
|
700100 700101 |
An error occurred while configuring the device. Contact your IT admin or retry. | Device internal error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | The device failed to connect to the Knox Configure agent due to a internal server error. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 700102 | An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. If the problem persists, contact Samsung and provide a device log. | The profile enrollment schema is incorrect or corrupted. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 700106 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. Check the device network environment and retry. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Network error. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, factory reset the device or open https://configure.samsungknox.com on the device browser. Try waiting a few hours before trying again. |
|
700107 700108 |
Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. If the problem persists, contact Samsung and provide a device log. | Device enrollment error. Admin failed to activate. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
|
700114 700115 |
Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. Check the device network environment and retry. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Server error. There was an error when trying to store or retrieve the server certificate. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 700116 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. Check the device network environment and retry. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | An error was generated when granting a dangerous permission exception. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 700117 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. Check the device network environment and retry. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | There was an error when applying a policy to a device. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 700118 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. Check the device network environment and retry. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | An error occurred when setting the remove admin attribute to false. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 700119 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. Check the device network environment and retry. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | There was an network error when trying to communicate with the Knox Configure agent. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 700120 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. If the problem persists contact Samsung and provide a device log. | Dynamic push received before enrollment was finalized. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 61011 | Gear not configured. Try again or the problem continues, contact your IT admin. | Device enrollment error. If the problem persists contact Samsung and provide a device log. | Failed to get serial number from device. The device may not be a commercial device OR there is a problem in the device system. |
Device enrollment error. Try again and verify the serial number. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 61012 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Configuration Failed: An error occurred while configuring the device. Contact your IT admin or retry. | No response received from KC agent. |
Check that your enterprise devices have access to Knox servers. Additionally, check if the device has a stable network connection. If you continue to experience issues, factory reset the device or open https://configure.samsungknox.com on the device browser. Try waiting a few hours before trying again. |
| 700104 | Unable to enrol device. The enrolment couldn't be finished. Contact your IT admin or retry. | Device enrollment error. If the problem persists, contact Samsung and provide a device log. | Device error. An error occurred during enrollment, failed to post agent. |
Device enrollment error. Wait a few hours then try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 700105 | Unable to enrol device. The enrolment couldn't be finished. Contact your IT admin or retry. | Device enrollment error. If the problem persists, contact Samsung and provide a device log. | Server error. An error occurred during enrollment, failed to post agent. |
Device enrollment error. Wait a few hours then try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800000 | Configuration Failed: An error occurred while configuring the device. Contact your IT admin or retry. | Device configuration error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | General script error code. The system failed to execute the script code which resulted in a device configuration error. | If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800001 | Configuration Failed: An error occurred while configuring the device. Contact your IT admin or retry. | Device configuration error. If the problem persists, contact Samsung and provide a device log. | Signature verification error resulted in a device configuration error. The system failed to verify the script code content. | If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800002 | Configuration Failed: An error occurred while configuring the device. Contact your IT admin or retry. | Device configuration error. If the problem persists, contact Samsung and provide a device log. | The system failed to get the script policy from server. Policy fetch error resulted in a device configuration error. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800100 | Configuration Failed: An error occurred while configuring the device. Contact your IT admin or retry. | Device configuration error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | The system failed to execute the enterprise billing script code which resulted in a device configuration error. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800101 | Configuration Failed: An error occurred while configuring the device. Contact your IT admin or retry. | Device configuration error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | The system failed to execute the restriction script code which resulted in a device configuration error. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800102 | Configuration Failed: An error occurred while configuring the device. Contact your IT admin or retry. | Device configuration error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | APN Management error. The system failed to execute the APN management script code which resulted in a device configuration error. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800103 | Configuration Failed: An error occurred while configuring the device. Contact your IT admin or retry. | Device configuration error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | VPN script error. The system failed to execute the VPN script code. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800104 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device configuration error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Shared device error. The system failed to execute shared device script code. |
A system error occurred. Refresh the page and try again. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 800105 | Configuration Failed. An error occurred while configuring the device. Contact your IT admin or retry. | Device enrollment error. If the problem persists, contact Samsung and provide a device log to assist with troubleshooting. | Security setting script error. |
A configuration phase error occurred. If you continue to experience issues, obtain the device log and contact Samsung support. |
| 90000 | An error occurred when locking your device. If the problem persists, contact Samsung and provide a device log. | Device lock error. If the problem persists, contact Samsung and provide a device log. | An error occurred when locking the device. | If you continue to experience issues, obtain the device log and contact Samsung support. |
Client errors
This section describes tips for troubleshooting client errors.
| Code | Device message | Log message | Cause of Error | Troubleshoot |
|---|---|---|---|---|
| 0 | Can't display any error message. | N/A | Unknown error. The Knox Configure agent has stopped unexpectedly. |
Client error. Wait a few minutes and reboot the device. If you continue to experience issues, re-install the client app. If the problems persist, obtain the device log and contact Samsung support. |
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