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Error KMA_B5013 — Device fails to enroll after entering user credentials

Last updated August 21st, 2023

Categories:

Environment

  • Knox Manage

Overview

When enrolling a device in Knox Manage, device users may encounter an issue after attempting to sign in to the Knox Manage agent with their credentials. The enrollment fails with the error:

[Error] [KMA_B5013]
Invalid User Info
Failed to enroll in Knox Manage due to invalid user information. Please check your user ID or password again.

Cause

The credentials required to sign in to the Knox Manage agent are dependent on the account type:

  • If the account was created with the AD/LDAP service, the device user needs to enter their AD credentials to sign in.
  • If the account was created on the Knox Manage console, the device user needs to enter the user credentials set in Knox Manage.

The account type can be viewed in the User list on the Knox Manage console.

Note

If all the users in a Knox Manage tenant were created on the Knox Manage console, the Type column may not be visible.

Resolution

To resolve the issue, ensure that the device user is entering the correct password that is assigned in Knox Manage. If the device user is unsure of the password, you can change the password or reset the password.

If the issue persists after changing the password, submit a support ticket.

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