Unable to rotate screen after Knox Remote Support session

Environment

• Knox Manage
• Knox Remote Support

Overview

When you use Knox Remote Support to connect to a device and click Rotate from the Knox Remote Support admin console during a session, the device user may notice their device can’t automatically rotate after the session ends.

Cause

To ensure uninterrupted troubleshooting, Knox Remote Support automatically disables the auto-rotate feature on connected devices during remote sessions.

When an admin clicks Rotate in the Knox Remote Support admin console, it changes the device’s screen orientation and prevents the device user from rotating the screen during the support session. However, automatic rotation may sometimes remain disabled after the session ends.

Resolution

After a Knox Remote Support session ends, the device user can restore their screen’s auto-rotate functionality in the Settings menu:

1. Tap on the device screen. The About Kiosk dialog displays.
2. Select Settings > Auto Rotate. The Auto-rotate screen page opens.
3. Toggle on the Use auto-rotate option.

Automatic rotation is now enabled.