Activate technical support administrators

If you need help from Samsung’s technical support team, you can grant them temporary access to your Knox Manage console. By activating Technical Support and setting an access period, technical support admins can access the Admin Portal through the TMS admin portal to assist with troubleshooting.

To activate technical support admins:

1. On the Knox Manage console, click the icon in the top menu bar, next to your tenant ID, then click Technical Support.
2. On the Technical Support screen, click Activate Technical Support and set the access period. The start date defaults to the current date, but you can modify it as needed.
3. Click Save > OK.

Troubleshooting Technical Support access

In some cases, Samsung technical support members may not be able to access your Knox Manage console even when Technical Support has been properly enabled. If this occurs, check the status of the Technical Support admin:

1. On the Knox Manage console, navigate to Settings > Administrator on the left navigation pane.

2. Check if the Administrator ID samsung.support’s Status is set to Inactive.

3. If the status shows as Inactive, reset it to Active:

   1. Select the Administrator ID samsung.support.
   2. Click Change Status. The Change Status dialog box opens.
   3. On the Change Status dialog box, click OK.

After activating the samsung.support Administrator ID, the technical support member will be able to access Knox Manage.