Device enrolled in Knox Manage not receiving commands

Environment

• Knox Manage
• Android Enterprise

Overview

In Knox Manage, some customers are experiencing an issue when sending commands to an Android Enterprise enrolled device with the latest Knox Manage agent installed.

In the Knox Manage console, you may be unable to perform the following device actions:

• Reset the screen password
• Update the Last seen status
• Send device commands

Cause

The Data Saver feature is enabled on the device, which optimizes data usage by preventing apps from using data in the background.

Resolution

You must either disable Data Saver on the affected devices or disallow the policy in the Knox Manage console to allow the Knox Manage agent to run in the background.

On the device:

Disable the Data Saver feature on the device by navigating to Settings > Connections > Data usage > Data saver, and selecting Off.

IT admins can disallow the Data Saver mode policy to allow the Knox Manage agent to work in the background.

1. In the Knox Manage console, select Profile.

2. Select your profile, then click Modify Policy.

3. Under the Samsung Knox (Android Enterprise) policy drawer, select Knox Service Plugin.

4. Modify the following policies under Device-wide policies:

   Policy	Value
   Device Restrictions > Allow data saver mode	False

5. Click Save & Assign to save and push your changes to the device fleet.