Error messages
Last updated September 8th, 2023
Use these error messages to troubleshoot any issues you may encounter when using the Knox Service Plugin with your EMM. The following is an example of a typical error message:
For errors that require direct assistance from Samsung, please contact Samsung Knox support.
Resolving some errors will require supplementary information from the error logs on your devices. To learn how to retrieve a log from a managed device, see Get device logs in the Knox Platform for Enterprise documentation.
Error codes
| Code | Message | Category | Cause | Resolution |
|---|---|---|---|---|
| 11000 | Unknown error | Fatal errors | An unknown error occurred. | If the problem persists, please contact Samsung Knox support and provide a device log. |
| 11001 | Unsupported Android version | Fatal errors | The Android version you're using doesn't support Knox Service Plugin. | To use Knox Service Plugin, upgrade your device to Android 8.0 or higher. |
| 11002 | Unsupported Android version | Fatal errors | The Android version you're using doesn't support Knox Service Plugin. | To use Knox Service Plugin within a Work Profile, upgrade your device to Android 9.0 or higher. |
| 11003 | Device owner or Profile owner missing | Fatal errors | Couldn't find a Device Owner or Profile Owner. | Please re-enroll your device in DO or PO mode. |
| 11004 | Device administration permission required | Fatal errors | The Knox Service Plugin app doesn't have Device Administration permission enabled. | Install or push the Knox Service Plugin app to the device again, and ensure the device user accepts the Device Administration agreement. |
| 11005 | Knox delegation failure | Fatal errors | A Knox delegation failure occurred. | Please contact Samsung Knox support. |
| 12001 | Required fields missing | Schema errors | One or more mandatory fields haven't been completed for policies you've selected to configure. | Check in your UEM console that you've entered all fields correctly and that none are left blank. |
| 12002 | Newer version of KSP app required | Schema errors | Your device uses an older version of Knox Service Plugin. | Update your Knox Service Plugin app. After the update, the app will try to apply the Knox policy changes. If the problem persists, please contact Samsung Knox support. |
| 12003 | Unsupported keys in input data | Schema errors | Unsupported keys have been specified in the input data. | Check in your UEM console that you've entered all fields correctly. If the problem persists, please contact Samsung Knox support. |
| 12006 | No policies received | Schema errors | No policies were received. | Check in your UEM console that you've entered all fields correctly. If the problem persists, please contact Samsung Knox support. |
| 13001 | Problem with KPE license | License errors | Your license is invalid. | Check that you have a valid Knox Platform for Enterprise license. |
| 13002 | Problem with KPE license | License errors | Your Knox Platform for Enterprise license has expired. | Renew your Knox Platform for Enterprise license or generate a new one. |
| 13003 | Problem with KPE license | License errors | You've reached the maximum number of license assignments. | If you need more license assignments, contact the Knox Reseller or your Samsung account representative. You don't need to obtain another Knox Platform for Enterprise license. |
| 13004 | Problem with KPE license | License errors | Your Knox Platform for Enterprise license is terminated. | Please generate a new Knox Platform for Enterprise license. |
| 13005 | Problem with KPE license | License errors | Your license couldn't be activated because of a network error. | Ensure your device is connected to the network, and try activating your license again. |
| 13006 | Problem with KPE license | License errors | Your Knox license couldn't be activated because the time and date on your device don't match the current time and date. | Set the correct time and date on your device, and try activating your license again. |
| 13007 | Problem with KPE license | License errors | This license cannot be used with your application. | You will need to associate your app with a Knox Platform for Enterprise Premium (commercial) license in the Knox Developer Portal. |
| 13008 | Problem with KPE license | License errors | An unknown License errors occurred. | Verify that your Knox Platform for Enterprise license is valid, and try again. If the problem persists, please contact Samsung Knox support. |
| 13009 | KPE Premium license required | License errors | One or more policies couldn't be applied because of insufficient permissions. | Please obtain a Knox Platform for Enterprise Premium license and try applying the policies again. If the problem persists, please contact Samsung Knox support. |
| 13010 | KPE Premium license required | License errors | One or more policies that you're trying to apply require a Knox Platform for Enterprise Premium license. | Provide a valid Knox Platform for Enterprise Premium license key and try applying the policies again. If the problem persists, please contact Samsung Knox support. |
| 13011 | Dual DAR license required | License errors | This policy requires a Knox Platform for Enterprise Premium license with DualDAR add-on. | Contact Samsung for more information and to upgrade your license with the DualDAR add-on. |
| 21000 | Unknown KPE or Android error | Unknown | An unknown error occurred while trying to apply this policy. | Please try applying the policy again. If the problem persists, contact Samsung Knox support. |
| 22000 | Device exception occurred | Exception | A device exception occurred while trying to apply this policy | Please try applying the policy again. If the problem persists, contact Samsung Knox support. |
| 23000 | KPE error | Return value (false or others) | KPE error occurred while trying to apply this policy. | Please try applying the policy again. If the problem persists, contact Samsung Knox support. |
| 23001 | Problem with UCM device lock | Return value (false or others) | UCM error occurred while configuring UCM Plugin. | Please try applying the policy again. If the problem persists, contact Samsung Knox support. |
| 24000 | Problem with installation | Install fail | An installation problem is preventing this policy from being applied. | Please try applying the policy again. If the problem persists, contact Samsung Knox support. |
| 24001 | UCM ese applet install fail | Install fail | UCM error occurred while installing UCM applet. | Please try applying the policy again. If the problem persists, contact Samsung Knox support. |
| 25000 | Problem with policy configuration creation | Creation fail | Couldn't configure the policy | Check if anything is missing from the policy configuration. For details, see the advanced policies index. |
| 25001 | Problem with APN policy configuration | Creation fail | Couldn't configure the APN (Access Point Name). | Check if anything is missing from the APN configuration. For details, see the advanced policies index and Device controls. |
| 25002 | Problem with VPN policy configuration | Creation fail | Couldn't configure the VPN (Virtual Private Network). | Check if anything is missing from the VPN configuration. For details, see the advanced policies index and VPN policies. |
| 25003 | UCM incorrect data configuration | Creation fail | UCM error occurred because the data is incorrectly configured. | Please try applying the policy again. If the problem persists, contact Samsung Knox support. |
| 26000 | Problem with policy configuration update | Update fail | Couldn't update the policy settings. | Check if anything is missing from the policy configuration. If the problem persists, please contact Samsung Knox support. |
| 26001 | Problem with APN configuration update | Update fail | Couldn't update the APN (Access Point Name) settings. | Check if anything is missing from the APN configuration. If the problem persists, please contact Samsung Knox support. |
| 26002 | Problem with VPN configuration update | Update fail | Couldn't update the VPN (Virtual Private Network) settings. | Check if anything is missing from the VPN configuration. If the problem persists, please contact Samsung Knox support. |
| 31000 | Required input field empty | Invalid input - IT admin entered an invalid input | This policy couldn't be applied because one or more required input fields is empty. | Check in your UEM console that you've entered all fields correctly. If the problem persists, please contact Samsung Knox support. |
| 31001 | Invalid input field | Invalid input - IT admin entered an invalid input | This policy couldn't be applied because one or more input fields contained invalid data. | Check in your UEM console that you've entered all fields correctly. If the problem persists, please contact Samsung Knox support. |
| 32000 | Invalid file path | Valid input but data, path error | This policy couldn't be applied because a specified file path is not valid. | Check in your UEM console that you've entered all fields correctly. If the problem persists, please contact Samsung Knox support. |
| 33000 | Data type mismatch | Type mismatch | This policy couldn't be applied because of a data type mismatch in one or more input fields. | Check in your UEM console that you've entered all fields correctly. If the problem persists, please contact Samsung Knox support. |
| 34000 | Exceeded maximum policy configurations | Input Range problem | You've exceeded the maximum number of policy configurations. | Modify your policy configuration and try again. If the problem persists, please contact Samsung Knox support. |
| 34001 | Invalid password length | Input Range problem | This policy couldn't be applied because your password length is invalid. | Please try applying the policy again with a valid password. If the problem persists, contact Samsung Knox support. |
| 34002 | Invalid shutdown timer length | Input Range problem | This policy couldn't be applied because the shutdown timer length is less than 600 seconds. | Please try applying the policy again with a valid timer length. If the problem persists, contact Samsung Knox support. |
| 41000 | Required profile configuration missing | Policy enabled but No data | One or more policy configurations are missing some required input data. | Check in your UEM console that you've entered all fields correctly and that none are left blank. For details, see the Knox Service Plugin introduction and the advanced policies index. |
| 42000 | Policy conflict | Policy Conflict | Some policies couldn't be applied because of a policy conflict. | Adjust the policy settings by referring to the error message details. If the problem persists, please contact Samsung Knox support. |
| 43000 | Another policy is required to apply this policy | Policy combination/precondition problem | Some policies couldn't be applied because the preconditions were not met. | Adjust the policy settings by referring to the error message details. If the problem persists, please contact Samsung Knox support. |
| 51000 | App package not installed | Package not installed | This policy couldn't be applied because the required app package is not installed. | Install the appropriate app and try applying the policy again. If the problem persists, please contact Samsung Knox support. |
| 52000 | Certificate not installed | Cert not installed | This policy couldn't be applied because the required certificate is not installed. | Install the appropriate certificate and try applying the policy again. If the problem persists, please contact Samsung Knox support. |
| 53000 | Network connection issue | Network issue | This policy couldn't be applied because of a network issue. | Ensure your device is connected to the network and try applying the policy again. If the problem persists, please contact Samsung Knox support. |
| 54000 | User interaction with device required | Need to have user interaction | This policy requires interaction from the device user. | Interaction from the device user is required to apply this policy. If the problem persists, contact Samsung Knox support. |
| 54003 | Token activation required from device user | Need to have user interaction | Couldn't activate a token for DualDAR. | The device user needs to manually activate the DualDAR password token in the device settings (Settings > Lock screen > Screen lock type > Confirm lock). If the problem persists, please contact Samsung Knox support. |
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