Device undergoes inadvertent factory reset

Environment

• Android Enterprise
• Knox Service Plugin

Overview

You may encounter an issue where your device inexplicably undergoes a factory reset. This may result in loss of device data.

Cause

A factory reset can occur if you exceed the number of allowed failed password attempts, causing device data to be wiped. Incorrect password submissions may occur involuntarily due to your device screen registering inadvertent touches. This can trigger the Knox Service Plugin Maximum Failed Password Attempt to Wipe Data policy or the setMaximumFailedPasswordsForWipe API.

Workaround

To reduce the frequency of failed password attempts, you can enable Accidental Touch Protection and disable Extra Touch Sensitivity so that your device is less likely to register inadvertent touches.

To configure your Accidental Touch Protection and Extra Touch Sensitivity settings:

1. On your EMM console, go to your Knox Service Plugin configuration.

2. Configure the following Device-wide policies:

   Policy	Value
   Enable device policy controls	True
   Device customization controls (Premium) > Enable device customization	True

3. Under Device and Settings customization profile (Premium) > Configure values and settings menu, create the following configuration (by default, the first configuration is called Configuration 1):

   Field	Value
   Name of the Setting item	Display > Accidental touch protection
   Set value for the setting	On
   Allow end-user modification of this setting	False
   Configure to hide settings	False

4. Click Add and create the following configuration (by default, this configuration is called Configuration 2):

   Field	Value
   Name of the Setting item	Display > Touch
   Set value for the setting	Off
   Allow end-user modification of this setting	False
   Configure to hide settings	False

5. Save the profile and apply the changes to your devices.

If the issue persists, submit a support ticket.