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Knox Manage license update failure for Android 9 or lower devices in legacy mode

Environment

  • Knox Manage (KM)
  • Android Legacy
  • Android 9 and lower

Overview

For Android 9 and lower devices managed with KM in legacy mode, sending the Update license command sometimes fails after adding the new license to the KM console, causing devices to maintain the old license and their "expired" status.

Cause

When you send the Update license command, KM Console starts to sync the license with the expired devices. Then it waits for confirmation that the device user must agree to, confirming the switch to a new license. Within a given timeframe, if no actions are taken from the user, the KM agent will show a timeout error while waiting for the end-user agreement.

On the KM console, the following errors will appear in the Update license command history:

Request History: {"ElmLicenseType":"Bck","ImeiSerial":"","KnoxLicenseSupport":"Support","NewKnoxLicenseId":"-1282963373","NewKnoxLicenseType":"Km","PreviousKnoxLicenseId":"-1282963373","PreviousKnoxLicenseType":"Km","ReportType":"UpdateLicense"}

Result Code: Failed (Internal)

Result History: CommandCode=ReportRequest

Request History: NotificationId=AASdcf59a714725476ca3f74660c807f1f6, {ElmLicenseType=Bck, ImeiSerial=, KnoxLicenseSupport=Support, NewKnoxLicenseId=-1282963373, NewKnoxLicenseType=Km, PreviousKnoxLicenseId=-1282963373, PreviousKnoxLicenseType=Km, ReportType=UpdateLicense}

Result Code: Failed (1901035)

Result History: EMM Agent error occurred

Resolution

You should inform the device users about the planned license update and ask them to agree to the license update/sync pop-up once received.

NOTE — If the target devices have their language set to Arabic, the pop-up message will not appear (an upcoming fix is planned for this case). Meanwhile, we suggest changing the device language to English before sending the Update license command.