Manage Knox Remote Support devices

You can use the Devices menu to start remote support sessions on devices associated with a Knox Suite plan. When a remote support session is initiated, and a connection is established with Knox Remote Support agent on the remote device, one license seat is automatically occupied. The license seat remains occupied until you remove the device from the license.

The device list includes information about each device’s IMEI, serial number, status, model name, mobile number, and enrollment date.

A device can have the following statuses:

• Registered status — Devices with the Registered status are fully managed by a UEM and have installed the Knox Remote Support agent with a managed configuration. This includes devices that have previously connected with the Ask to Start or Automatically Start methods through Knox Remote Support in Knox Manage.

• – status — Devices with the – status are the ones that previously connected to Knox Remote Support using the Start with Code method or by directly sharing an access code.

Knox Remote Support checks the status of registered devices every five days if they haven’t connected to a remote support session for over 30 days. If a device fails to respond during the first check, it undergoes a second verification after five days. If the device remains unresponsive, a third and final check is performed five days later. If a registered device fails to respond three consecutive times, its status changes to –.

You can manage devices as follows:

• Delete the devices that no longer require support.

• Download the full list of devices and their details as a CSV file. Click a device ID to view its details.

• On the Details dialog view the device’s associated license key, OS version, and remote support history. If needed, add tags to devices for easier management.

Depending on your devices’ management type and UEM configuration, you can ask a user to start a remote session on their device, automatically start a remote session from this page, or send the user an SMS message with an invite code.

For more details, see Access the Knox Remote Support console.

Remove a device from a license

If you no longer need to provide remote support to a device and want to clean up the device list, you can delete the device from Knox Remote Support:

1. In Knox Remote Support console, go to Devices menu.

2. Select the device, then click Delete.

   

3. Click OK to confirm its deletion.

Knox Admin Portal device search

You can see consolidated, cross-service information about devices that previously connected to Knox Remote Support on the Knox Admin Portal. Additionally, devices registered in Knox Remote Support through managed configuration are searchable. To look up a device on the Knox Admin Portal, search for its IMEI or serial number.

On the consolidated device information page, you can see a list of services the device is activated in, including Knox Remote Support. Additionally, the service end and last-seen details are displayed. Devices that have never connected to a remote support session are indicated with a hyphen (-).

To open a new page that contains a filtered view of the Knox Remote Support device list:

• Click the service name, or
• Click Activated in the DEVICE STATUS column.

To learn more about the consolidated device information page, see View and manage devices in the Knox Admin Portal guide.