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

Environment

• Knox Manage
• Android Legacy
• Android 9 and lower

Overview

When using Knox Manage in legacy mode on devices running Android 9 OS or lower, you may encounter an issue where the Update license command sometimes fails to send after adding a 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, the Knox Manage console starts to sync the new license with devices with expired licenses. Then, the device user must confirm and agree to switch to the new license within a given timeframe. If no action is taken by the device user, the Knox Manage agent displays a timeout error.

On the console, the following errors display 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 user about the planned license update and ask them to agree to the license update pop-up when it displays on their device.