Before using Knox Remote Support, check the supported platform and firewall settings. Also make sure that the Knox Remote Support agent on your devices is up-to-date, so that your support sessions work as expected.
Additionally, make sure you have the required licenses and account:
- To use Knox Remote Support, you must have a Knox Suite license or a Knox Manage license. If a device is already enrolled in services that are a part of Knox Suite, then the device gets enrolled in Knox Remote Support with the Knox Suite license key.
- To access the Devices and Activity Log menus in the Knox Remote Support viewer, you must be signed in to your Knox account.
Supported devices
Knox Remote Support is designed for Android devices, and works for both Samsung and non-Samsung devices. Non-Samsung devices have some limitations with regards to which features Knox Remote Support can control.
| Supported device | Supported features |
|---|---|
| Android devices supported by Knox | All |
| Non-Samsung Android devices |
All except:
As IT admins can't use these features in the Knox Remote Support Viewer, the user should control the device instead. |
System requirements
IT admins can use the Knox Remote Support Viewer on a PC. Users must install the Knox Remote Support agent on their device before IT admins can connect to it.
| Component | Requirement |
|---|---|
| Knox Remote Support Viewer (on PC) |
Microsoft Windows 7 and higher Supported web browsers:
|
| Knox Remote Support agent (on device) | Android 10 and higher |
Configure the firewall
You may need to open certain domains and ports in your firewall to ensure Knox Remote Support can extend beyond your local and protected network domains and connect to the Knox server and its supporting resources.
See Samsung Knox firewall exceptions for the complete list of firewall exceptions for Knox Remote Support.
This document was updated for the Knox cloud services 25.01 UAT.
Before using Knox Remote Support, check the supported platform and firewall settings. Also make sure that the Knox Remote Support agent on your devices is up-to-date, so that your support sessions work as expected.
Additionally, make sure you have the required licenses and account:
- To use Knox Remote Support, you must have a Knox Suite plan. If a device is already enrolled in services that are a part of Knox Suite, then the device gets enrolled in Knox Remote Support with the Knox Suite license key.
- To access the Devices and Activity Log menus in the Knox Remote Support console, you must be signed in to your Knox account.
Supported devices
Knox Remote Support is designed for Android devices, and works for both Samsung and non-Samsung devices. Non-Samsung devices have some limitations with regards to which features Knox Remote Support can control.
| Supported device | Supported features |
|---|---|
| Android devices supported by Knox | All |
| Non-Samsung Android devices |
All except:
As IT admins can't use these features in the Knox Remote Support viewer, the user should control the device instead. |
Supported languages
| Supported languages | |
|---|---|
| Knox Remote Support console | English, Korean, Spanish, French, German, Italian, and Portuguese. |
| Knox Remote Support agent |
English, Korean, Spanish, French, German, Italian, and Portuguese. If the selected language in the Knox Remote Support agent isn't supported on the device, it defaults to English. |
System requirements
IT admins can use the Knox Remote Support console on a PC. Users must install the Knox Remote Support agent on their device before IT admins can connect to it.
| Component | Requirement |
|---|---|
| Knox Remote Support console (on PC) |
Microsoft Windows 7 and higher Supported web browsers:
|
| Knox Remote Support agent (on device) | Android 10 and higher |
Configure the firewall
You may need to open certain domains and ports in your firewall to ensure Knox Remote Support can extend beyond your local and protected network domains and connect to the Knox server and its supporting resources.
See Samsung Knox firewall exceptions for the complete list of firewall exceptions for Knox Remote Support.
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