Unable to connect to fully managed device using Knox Remote Support

Environment

• Knox Remote Support
• Fully managed devices

Overview

When you try to start a remote session on a fully managed device using the Automatically start or Ask to start feature, you may encounter an issue where you are unable to connect to the device and the following error message displays on the device:

[ERROR] [RSA2006]

An internal error has occurred due to a device decryption failure. Try closing and reopening the app. If the problem persists, reinstall the app.

Cause

When Android’s battery optimization features activate during device idle periods, they automatically restrict background activity for all apps unless specifically configured otherwise. If an app isn’t allowlisted, it loses the ability to function in the background, which can disrupt essential processes. This restriction prevents the Knox Remote Support app from functioning in the background when you try to start a remote session without user intervention.

Resolution

To resolve this issue, you can exempt the Knox Remote Support app from Android’s battery optimization restrictions:

• Using Knox Service Plugin:

  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
     Application management policies > Enable application management controls	True

  3. Under Application management policies > Battery optimization allowlist, click Add.

  4. On the Select Application dialog, select Knox Remote Support from the list of apps or enter com.sds.emm.sers in the search bar. Then click OK.

  5. Save and push the profile to the affected devices.

• Using the Knox SDK: If you’re a developer, you can use the addPackageToBatteryOptimizationWhiteList(AppIdentity appIdentity) API to add the Knox Remote Support app to your allowlist.

If you’re still experiencing issues, submit a support ticket.