Galaxy A17 device stuck in the activating state

Environment

• Pay-as-you-go tenant (PAYG)
• Samsung Galaxy A17 devices

Overview

When activating Galaxy A17 devices that’ve been added to a PAYG tenant, you may encounter an issue where the device remains stuck in the Activating state and doesn’t transition to the Active status. When checking the device logs of the affected device, a Failed: Enrollment action displays with the following error message:

Enrollment couldn’t be completed. Please try again or contact support.

Cause

The activation failure may be a result of your Pay-as-you-go lockscreen settings. Currently, setting Specify time until device lock after new device enrollment to zero days prevents Knox Guard from completing the activation process.

Workaround

As a temporary workaround, you can configure the device to lock after Knox Guard is activated for at least one or more days:

1. On Knox Guard console, navigate to the Policies page.
2. Under DEVICE LOCK, click PAY-AS-YOU-GO LOCK SCREEN.
3. On the Pay-as-you-go lock screen page, set Specify time until device lock after new device enrollment to one or higher.

If you wish to lock the device as soon as Knox Guard activates, you can send a relock timestamp to the device.

Resolution

The Knox Guard team is currently working on a fix for this issue.