Device unexpectedly enters a locked state

Environment

• Knox Manage
• Knox Manage agent 24.06

Overview

You may notice that some devices unexpectedly enter a locked state with the following error:

The device has been locked by Knox Manage because an OS compromise has been detected.

The device user is prompted to enter an unlock code.

Cause

This issue occurs as a result of a security measure that was previously implemented in Knox Manage.

Resolution

A fix for this issue is included in Knox Manage agent version 24.06 (2.7.1.17).

To resolve the issue, you must first unlock affected devices on the Knox Manage console:

1. In the Knox Manage console, click Device.
2. Select the devices, then click Device Command.
3. Click Device > Unlock Device.
4. Click OK to push the command to your device fleet.

Next, update the Knox Manage agent on your device fleet:

1. While in Device Command, click Knox Manage > Update Knox Manage Agent.
2. Click OK to push the command to your device fleet.

Device users can also manually update the Knox Manage agent after the device is unlocked:

1. Launch the Knox Manage agent app on the device.
2. Tap About > Update. Google Play opens.
3. Proceed to update the Knox Manage agent on Google Play.