Unable to sync devices from your EMM to Knox E-FOTA

Environment

• Knox E-FOTA
• EMM

Overview

When adding or removing devices with your EMM, you might encounter a discrepancy between the number of devices listed in your EMM and the Knox E-FOTA console.

Cause

Under certain conditions, the IMEI or serial number sync from your EMM to Knox E-FOTA fails, leading to an out-of-date device list on the Knox E-FOTA console.

The Knox E-FOTA team is aware of the issue, and is working towards a fix.

Workaround

The workaround depends on whether your most recent action in your EMM was adding or removing devices.

If you added devices:

1. Download the list of device IMEI or serial numbers as a CSV file from your EMM console. The procedure for this process depends on your EMM.
2. Upload the CSV file to Knox E-FOTA.

If you removed devices:

1. Unenroll those devices from Knox E-FOTA.
2. Select and delete the devices from Knox E-FOTA. Now that both solutions have the same device pool, the lists are the same on each console.