Unable to access the Home screen
Last updated October 18th, 2023
- Knox Service Plugin
- Galaxy A50, S22, A12 models
Device users might encounter an issue where they can’t return to the Home screen on a device, and the following error displays:
No app can perform this action.
The issue is caused by AppCloud, which is a package named either com.aura.oobe.samsung or com.aura.oobe.samsung.gl. This package provides support with OS updates to the device.
The AppCloud package was added during the following software revision periods:
|Galaxy A50||March 2023|
|Galaxy S22||April 2023|
|Galaxy A12||December 2022|
When accessing the Home screen, the AppCloud package conflicts with the home launcher, which causes the issue.
The AppCloud package must be disabled with Knox Service Plugin. The package name used in your device fleet depends on its model region:
|AppCloud package name||Model region|
|com.aura.oobe.samsung||India, Nepal, Sri Lanka, Bangladesh|
|com.aura.oobe.samsung.gl||All other regions|
To disable the AppCloud package:
On your EMM console, go to the Knox Service Plugin configuration.
Modify the following policies under Device-wide policies:
Policy Value Enable device policy controls True Application management policies > Enable application management controls True Application management policies > Application Blocklist by Pkg Name Add com.aura.oobe.samsung or com.aura.oobe.samsung.gl depending on the model region
Save and push your changes to the affected devices.
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