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Knox Remote Support agent error codes

Last updated January 30th, 2024

The following table lists error codes that may display on devices while using the Knox Remote Support agent.

Connection

Occurred during Status code 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 Status code 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 Status code 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 Status code 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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