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

Environment

• Knox Manage
• Android Legacy
• Android 9 and lower

Overview

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

Cause

When you send the Update license command, Knox Manage 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 Knox Manage agent will show a timeout error while waiting for the end-user agreement.

On the console, the following errors will appear in the Update license command history when viewing the command in detail:

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.