Can Knox Manage admins unlock Android device screens when a user forgets the password?

In the KM Admin Portal, run Device > Device Command > Device > Reset Screen Password command. It resets the device’s screen lock password and creates a temporary password. After sending the device command, the admin should deliver to the user the temporary password that can be found on the device’s detailed information page. To find the temporary password, navigate from the KM Admin Portal to Device, click your device, and see Temporary Password – Lock Screen at the Security tab in the Device Detail screen.

However, Android 9.0 (Pie) or higher devices with Android Legacy deployment are not supported by the command. Instead, perform a factory reset on the device and note that personal data on the device will be removed. If factory resetting was disallowed by the MDM solution, a customer has to visit a Samsung Authorized Service Center to get the device repaired. The service will be charged.

For more information about Device Commands, please visit the guide on sending commands to devices.