Knox Remote Support agent error codes
Last updated February 28th, 2024
The following table lists error codes that may display on devices while using the Knox Remote Support agent.
Connection
| Occurred during | Error code | Error message | Cause | Resolution |
|---|---|---|---|---|
| Data exchange between agent and relay server | RSA-1000 | An internal error has occurred due to an unknown event. Please contact your administrator. | The error is unknown. | Admin — If the problem persists, contact Samsung Knox support. |
| RSA-1001 | An internal error has occurred due to an invalid access code. Please contact your administrator. | The access code is invalid. |
Device user — Double check that you've entered the right access code. If the problem persists, contact your admin. Admin — Double check the access code and share it with the device user. |
|
| RSA-1002 | An internal error has occurred because server encryption key creation failed. Please contact your administrator. | Generating the AES key failed on the relay sever. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1003 | An internal error has occurred because server encryption key creation failed. Please contact your administrator. | Generating the public key that's sent from the agent, viewer, or admin failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1004 | An internal error has occurred due to a server encoding failure. Please contact your administrator. | The Base64 encoding failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1005 | An internal error has occurred due to a server decoding failure. Please contact your administrator. | The Base64 decoding failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1006 | An internal error has occurred due to a server encryption failure. Please contact your administrator. | The RSA encryption failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1007 | Too many users. Try again later. Remote Support is temporarily unavailable due to large number of users. Try again later. | Generating the access code failed due to room overflow. |
Device user — Contact your admin to try regenerating the access code later once there are fewer users. Admin — Close your existing and unused remote sessions, then try to generate the access code again. If the problem persists, contact Samsung Knox support. |
|
| RSA-1008 | An internal error has occurred due to a server encryption failure. Please contact your administrator. | The AES encryption failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1009 | An internal error has occurred due to a server decryption failure. Please contact your administrator. | The AES decryption failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1010 | Invalid access code. Enter a valid access code. | The corresponding room number can't be found when trying to join the room. |
Device user — Double check that you've entered the right access code. If the problem persists, contact your admin. Admin — Double check the access code and share it with the device user. |
|
| RSA-1011 | An internal error has occurred due to a server JSON parsing failure. Please contact your administrator. | The JSON parsing failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1022 | Failed to find the privacy policy that matches the country code. Please contact your administrator. | The country code associated with the privacy policy is incompatible. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1023 | Something went wrong while calling the privacy policy server. Please contact your administrator. | Retrieving the privacy policy data failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1024 | An error has occurred due to a problem while processing the privacy policy. Please contact your administrator. | The DB insert operation for the privacy policy failed. | Admin — If the problem persists, contact Samsung Knox support. | |
| RSA-1025 | Something went wrong while authorizing the license. Please contact your administrator. | There's a problem with the LMS license authentication. | Admin — Double check the assigned license status. | |
| RSA-1026 | You entered a wrong access code. Check if the access code matches with the device that is requested for remote support. Please contact your administrator. | A device other than the device that sent the push connection accessed the room. |
Device user — Double check that you're connecting to remote support with the right device. If the problem persists, contact your admin for a new access code. Admin — Retry the remote support connection. |
|
| Agent usage | RSA-5001 | Please try again after activating the network. | The network is turned off when the device is connected to the room. | Device user — Double check your network connection, then try again. If the problem persists, contact your admin. |
| RSA-5002 | An error occurred on network. | Transferring the file from the device to the server failed. This may be caused by the network connection or a firewall issue. |
Device user — Double check your network connection and firewall settings, then try again. If the problem persists, contact your admin. Admin — For more firewall information, see Disable the firewall. If the problem persists, contact Samsung Knox support. |
|
| RSA-5003 | Cannot connect to server. | The device failed to connect a socket to the relay server. This may be caused by insufficient network speed, or a firewall or server issue. |
Device user — Double check your network connection and firewall settings, then try again. If the problem persists, contact your admin. Admin — Check the Knox Remote Support viewer's connection status. For more firewall information, see Disable the firewall. If the problem persists, contact Samsung Knox support. |
|
| RSA-5004 | Invalid access code. | The device user typed an invalid access code. |
Device user — Double check that you've entered the right access code. If the problem persists, contact your admin. Admin — Double check the access code and share it with the device user. |
|
| RSA-5011 | If you do not agree permissions, you will not be able to use Knox Remote Support. | The device user tried to connect to Knox Remote Support without the required permissions when installing the Knox Remote Support agent. | Device user — Agree to all of the app permissions required for the Knox Remote Support agent through your device settings, then try again. If the problem persists, contact your admin. | |
| RSA-5012 | The device admin is not activated and the enrollment operation has failed because permission was not given by an end user. Please activate the device admin in the connection process. | Device admin permissions are required, but the device user hasn't agreed to them. | Device user — Agree to the device admin permissions, then try again. If the problem persists, contact your admin. | |
| RSA-5013 | If DeX is connected, Knox Remote Support agent has to be launched from the DeX screen. Disconnect DeX to run Knox Remote Support agent on the device screen. | This is caused by running the Knox Remote Support agent on the device screen while the device is in DeX mode. |
Device user — Either disconnect from DeX mode and try launching the agent again from your device, or launch the agent on the DeX interface. If the problem persists, contact your admin. Admin — For more information about DeX mode, see Use Samsung DeX during a remote session. If the problem persists, contact Samsung Knox support. |
Connection preparation
| Occurred during | Error code | Error message | Cause | Resolution |
|---|---|---|---|---|
| Agent usage | RSA-2000 | An internal error has occurred due to an unknown event. Try closing and reopening the app. If the problem persists, reinstall the app. | The error is unknown. |
Device user — Close and reopen the app. If that doesn't work, reinstall the app. If the problem persists, contact your admin. Admin — Contact Samsung Knox support. |
| RSA-2001 | An internal error has occurred due to an invalid access code. Check the access code again. | The device user typed an invalid access code. |
Device user — Double check that you've entered the right access code. If the problem persists, contact your admin. Admin — Double check the access code and share it with the device user. |
|
| RSA-2002 | An internal error has occurred because device encryption key creation failed. Try closing and reopening the app. If the problem persists, reinstall the app. | Generating a public key for encryption failed. |
Device user — Close and reopen the app. If that doesn't work, reinstall the app. If the problem persists, contact your admin. Admin — Contact Samsung Knox support. |
|
| Data exchange between agent and Knox Remote Support Viewer | RSA-2003 | An internal error has occurred because invalid settings data was received from the server. Please contact your administrator. | The SCALE received through OP_OPTION(3) is a value other than 0, 1, 2, or 3. | Admin — If the problem persists, contact Samsung Knox support. |
| RSA-2004 | An internal error has occurred because invalid event data was received from the server. Please contact your administrator. | There's a problem in the event received through OP_EVENT_INPUT(31). | Admin — If the problem persists, contact Samsung Knox support. | |
| Agent usage | RSA-2005 | An internal error has occurred due to a device encryption failure. Try closing and reopening the app. If the problem persists, reinstall the app. | The AES encryption failed. |
Device user — Close and reopen the app. If that doesn't work, reinstall the app. If the problem persists, contact your admin. Admin — Contact Samsung Knox support. |
| RSA-2006 | An internal error has occurred due to a device decryption failure. Try closing and reopening the app. If the problem persists, reinstall the app. | The AES decryption failed. |
Device user — Close and reopen the app. If that doesn't work, reinstall the app. If the problem persists, contact your admin. Admin — Contact Samsung Knox support. |
Knox authentication
| Occurred during | Error code | Error message | Cause | Resolution |
|---|---|---|---|---|
| Data exchange between agent and Knox authentication | RSA-5006 | Knox license cannot be found. You may not be able to access license management server in certain Wi-Fi environment. Check the network status and try again later. | The license authentication for Enterprise License Management or Knox Platform for Enterprise failed. |
Device user — Make sure your device is connected to the network, then try activating the license again. Admin — If the problem persists, contact Samsung Knox support. |
File transfer
| Occurred during | Error code | Error message | Cause | Resolution |
|---|---|---|---|---|
| Data exchange between agent and Knox Remote Support Viewer | RSA-2007 | Device storage is full. Delete some files to free space. | The device doesn't have enough storage to transfer the file from the client to the agent. | Device user — Delete files or clear the cache on your device until you have enough storage space to transfer the file. |
| Agent usage | RSA-5007 | The file cannot be selected as the size has exceeded (no larger than %s) to transfer. | The file size is larger than the maximum file transfer size. | Device user or admin — Compress the file and try again. |
| RSA-5008 | You cannot select more files because you have exceeded the maximum number of files (up to %s) to transfer. | The number of files selected is greater than the maximum number of files that can be transferred. | Device user or admin — Unselect the extra files and try again. You can transfer your files in multiple batches. | |
| RSA-5009 |
File is being sent. The file cannot be selected. |
The file can't be selected while transferring files. | Device user or admin — Wait until all the files have been transferred, then try again. | |
| RSA-5010 |
File is being received. The file cannot be selected. |
The file can't be selected while receiving files. | Device user or admin — Wait until all the files have been received, then try again. |
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