Back to top

Manage Knox Remote Support devices

Last updated February 2nd, 2024

To help streamline the connection process for devices, the Devices menu lets you start remote support sessions on devices associated with your Knox Suite 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 either the Registered status or the status. Devices with the Registered status are fully managed by an EMM and have installed the Knox Remote Support agent with a managed configuration. This includes devices that have previously connected with the Ask users to start or Automatically start methods through Knox Remote Support in Knox Manage.

Devices with the status have previously connected to Knox Remote Support through the Send SMS start method or by directly sharing an access code.

Note

The device list doesn’t include devices that have connected to Knox Remote Support before version 23.12. For more information, see Knox Remote Support 23.12 release notes.

You can also delete devices that no longer require support, and download the full list of devices and their details as a CSV file.

Click a device ID to view its details. In the details dialog, the device’s associated license key, OS version, and remote support history are shown. If needed, you can add tags to devices for easier management.

Depending on your devices’ management type and EMM 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.

Devices Start a session with…
Fully managed Samsung devices protected by Knox Automatically start
Ask users to start
Send SMS
Devices that aren’t fully managed
Samsung devices not protected by Knox
Devices that can receive SMS messages
Send SMS

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

Delete a device from Knox Remote Support

If you no longer need to provide remote support to a device and want to clean up the device list, you can delete it. To do so, select the device, then click Delete.

You can also see consolidated, cross-service information about devices that previously connected to Knox Remote Support on the Knox Admin Portal. To look up a device on the Knox Admin Portal, search for its IMEI or MEID.

On the consolidated device information page, you can see a list of services the device is activated in, including Knox Remote Support.

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 or delete a device in the Knox Admin Portal guide.

Is this page helpful?