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Lock and unlock devices

Knox Guard managed devices that are overdue, and delinquent, in their subscription payments, can be locked until the subscriber receives payment from the delinquent device user. When subscription payments bring the device back to good standing, the device can be unlocked and its full functionality restored to the user.

Lock devices

To lock a device:

NOTE — You can also set an automatic lock that engages when the device is disconnected from a network for a specified duration. This can occur when the device user purposefully keeps the device offline, resulting in a loss of device management since it's isolated from the Knox Guard servers. For more information about this topic, see Lock screen.
  1. Select specific overdue device checkboxes from the left-hand side of the Devices screen.
  2. Invoke the ACTIONS drop-down menu from the top, right-hand side, of the Devices screen and select Manage device > Lock device.

  1. Define the 350 character maximum Message devices receive informing them how to remedy their delinquent subscription and unlock their device.
  2. Enter the Phone number of the subscriber contact managing the selected devices delinquent subscription. Either a phone number or E-mail address is required as a contact resource. Special characters can be used if necessary.
  3. Enter the E-mail address of the subscriber contact managing the selected devices delinquent subscription. Either a phone number or E-mail address is required as a contact resource.
  4. Refer to the Block incoming calls when device is locked checkbox to block incoming calls when the device is in any lock state (SIM Lock, Offline lock, etc.). Leave this option unselected to permit the receipt of incoming calls when the device is locked. Select Edit these options in the default lockscreen policy to configure this option and make available for default device assignment. For more information, go to: Lock screen.
  5. Select LOCK to proceed with locking the selected devices. A notification message displays on the top portion of the Devices screen stating the selected devices will be locked.

Lock devices in bulk

A standardized CSV template is available to read devices into the Knox Guard console using their IMEI. The maximum number of devices that can be locked in bulk is 10,000.

To lock devices in bulk:

  1. Select BULK ACTIONS from the lower, left-hand, side of the screen.
  2. Select the Download CSV template link from the top portion of the screen.
NOTE - As an additional bulk device lock option, an Excel file (.xls or .xlsx) can an be used if not wanting to use a CSV formatted file.
NOTE - If unsure of how to create a properly formatted CSV file for bulk device locks, select Instructions for all bulk actions from the bottom, left-hand, side of the Bulk actions screen.
  1. Select the LOCK DEVICES portion of the Bulk actions screen and add the CSV file into the Lock devices screen.

  1. Define the 350 character maximum Message devices receive informing them how to remedy their delinquent subscription and unlock their device.
  2. Enter the Phone number of the contact managing the subscription payment for the locked device. Either a phone number or E-mail address is required as a contact resource. Special characters can be used if necessary.
  3. Enter the E-mail address of the contact managing the subscription payment for the locked device. Either a phone number or E-mail address is required as a contact resource.
  4. The Block incoming calls when device is locked checkbox lets an admin know if the device has been set in the Devices screen to block incoming calls when the device is in any lock state (SIM Lock, Offline lock, etc.). This option is un-selectable as a bulk action, but does display within the Bulk Configure Lock devices screen with a link to navigate to the default lockscreen policy screen where it can be selected as a default policy option.
  5. Select LOCK to proceed with the bulk device locks. A notification message displays on the top portion of the Devices screen stating the devices will be locked.

Unlock devices

When a user submits their delinquent payment their device can be unlocked. A device can be unlocked when the device user correctly enters the PIN on their device.

To unlock selected devices:

NOTE - On devices running version Android P or above, a device user and an IT admin must collaborate to unlock a device. The IT admin generates a PIN from the passkey displayed on the user's device, then shares it with the device user to unlock their device.
  1. Select specific locked device checkboxes from the left-hand side of the Devices screen to unlock.
  2. Invoke the Actions drop-down menu from the top, right-hand side, of the Devices screen and select Manage device > Unlock devices. An Unlock Selected Devices screen displays prompting whether you are sure you want to unlock the device, since the device user will be able to access all the data on the device. The user can set the notification for unlock device.

  1. Select CONFIRM to proceed with the device unlock. A notification message displays on the top portion of the Devices screen stating the devices will be unlocked.
NOTE - Devices can also be unlocked when a Knox Guard administrator selects the PIN button within the DEVICE STATUS column of the Devices screen. The resulting PIN to unlock device screen displays the auto-generated numeric PIN the device user must enter on their device to restore functionality.
 

Unlock devices in bulk

A standardized CSV template is available to read devices into the Knox Guard console using their IMEI. The maximum number of devices that can be bulk unlocked is 10,000.

To bulk unlock devices:

  1. Select BULK ACTIONS from the lower, left-hand, side of the screen.
  2. Select the Download CSV template link from the top portion of the screen.
NOTE - As an additional bulk device unlock option, an Excel file (.xls or .xlsx) can an be used if not wanting to use a CSV formatted file.
NOTE - If unsure of how to create a properly formatted CSV file for bulk unlock devices, select Instructions for all bulk actions from the bottom, left-hand, side of the Bulk actions screen.
  1. Select the UNLOCK DEVICES portion of the Bulk actions screen and add the CSV file into the Unlock devices screen.

  1. Select CONFIRM to unlock the selected devices and restore their functionality. A message displays on the top portion of the Devices screen stating the device unlock has started. The user can set the notification for unlock device.