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Device is locked out of the Knox Workspace container by the IT admin

Environment

  • EMM Managed Android devices 
  • Product: Knox Platform for Enterprise (KPE)
  • Knox version*: All
  • Model number: All
  • Android version: All

Overview

An end user (i.e. employees of a company) running Knox Workspace on their device is locked out by the IT administrator, and cannot access the device contents. 
There are two reasons why a device may be in a locked-out state: 
  1. The device was directly locked by an administrator.
  2. Some policy settings are preventing access (e.g. incorrect PIN attempts).


What can I do if I am locked out of a device by the IT admin?

If your device has been locked out by your IT administrator, contact them directly to request an unlock code. If your IT admin has forgotten your unlock code, they can use Device lockout once again to set a new password for your device. 


Potential issues

No network connection

The IT admin has set a new unlock code, but the device is not connected to a network. In this case, you will only be able to use the old unlock code. If you are unable to recover your old unlock code, then a factory reset will be required.

Factory reset is disabled 

In the event that the factory reset option is disabled, and internet connection is blocked on your device, your only option will be to re-flash your device by visiting a Samsung branch near you.

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