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Knox Remote Support minimum requirements

Check the supported platform and firewall settings before using Knox Remote Support.

Supported platforms

IT admins can use the Knox Remote Support Viewer from their computer. Device users must download the Knox Remote Support Agent to their device before IT admins can connect to their devices.

Component Supported system
Knox Remote Support Viewer

Microsoft Windows 7 and higher

Supported web browsers:

  • Google Chrome 41 and higher
  • Microsoft Edge 95 and higher
  • Mozilla Firefox 37 and higher
Knox Remote Support Agent Android 6 and higher
NOTE — For non-Samsung devices, several features, such as the Home, left/right controls, screen rotation buttons, and touch controls, are not available while using Knox Remote Support. These devices should be controlled by the user.

Install and enable the Knox Remote Support agent

IMPORTANT — In order for Knox Remote Support to function, the device user must install the Knox Remote Support agent on Google Play to the personal or primary profile of the device. It won't function if installed in a work profile.

For non-Samsung devices, several features, such as the Home, left/right controls, screen rotation buttons, and touch controls, are not available while using Knox Remote Support. Devices should be controlled by the user.

Fully enable Knox Remote Support for Knox Manage

If the device is enrolled in Knox Manage, you must also enable the appropriate Knox Service Plugin policy in the device's profile. Without this policy, some essential Knox Manage features, like the Force Run feature, won't function when applied to the Knox Remote Support agent.

IMPORTANT — Without this policy, basic Knox Remote Support functionality is severely impacted. The remote device won't stream its screen, resulting in a blank live view in the Viewer.

To fully enable the Knox Remote Support agent on devices enrolled in Knox Manage:

  1. On the Knox Manage console, go to Profile, then click the name of the device's profile.
  2. Click Modify Policy.

  3. Set the following policies depending on the device's platform and enrollment type:

    • Personally-owned Android Enterprise device:

      • Samsung Knox > Knox Service Plugin > Work Profile Policies (Profile Owner) > Enable work profile Policies — True
      • Samsung Knox > Knox Service Plugin > Work Profile Policies (Profile Owner) > Advanced Restriction Policies in work profile (Premium) > Allow remote control — True

    • Fully managed or company-owned Android Enterprise device:

      • Samsung Knox > Knox Service Plugin > Device-wide policies... > Enable device policy controls — True
      • Samsung Knox > Knox Service Plugin > Device-wide policies... > Advanced Restriction policies (Premium) > Allow remote control — True

    • Android Legacy device with Knox Workspace:

      • Knox Workspace > System > Remote Control — Allow

Automatically grant app permissions to Knox Remote Support agent

If needed, you can deploy policies on company-owned and fully managed devices that automatically grant certain permissions to the agent during installation. Doing so bypasses the need for the device user to manually grant the permissions when they first launch the agent.

To configure these policies:

  1. If you haven't already, add Knox Remote Support as an app in your tenant. For instructions on adding an app, see Add apps using Managed Google Play.
  2. Begin modifying the policies in your profile.
  3. Set the Android Enterprise > Application > App Permission policy to Grant, then click Add.
  4. In the app dialog, search for and select Knox Remote Support (com.sds.emm.sers).

  5. In the app permissions dialog, Grant the following:

    • read phone status and identity
    • android.permission.READ_PHONE_NUMBERS
    • post notifications (for Android 13 and higher)
  6. Save your profile and deploy it to the devices.

Resolve device admin errors with Android Enterprise

In some cases, Android Enterprise devices might display error notifications related to device admin toasting, and Knox Remote Support might fail to launch. If this behavior occurs after setting the KSP policies in the previous section, then you should enable the following additional KSP policy to resolve the issue:

  1. On the Knox Manage console, go to Profile, then click the name of the device's profile.
  2. Click Modify Policy.

  3. Under Samsung Knox > Knox Service Plugin > Device-wide policies... > Device Admin allowlisting, set the following policies:

    • Enable device admin controls — True
    • Allowlisted DAs — Add an admin named Knox Remote Support

Disable 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.

Refer to the following table for regional firewall information.

Region Server Domain IP Port Connection
Asia Relay ap-rs-relay.manage.samsungknox.com 18.141.250.233 45001 Mobile
13.213.198.62
WAS ap-rs-web.manage.samsungknox.com N/A 443 PC browser
US Relay us-rs-relay.manage.samsungknox.com 35.83.188.168 45001 Mobile
52.36.230.249
WAS us-rs-web.manage.samsungknox.com N/A 443 PC browser
EU Relay eu-rs-relay.manage.samsungknox.com 54.155.132.151 45001 Mobile
63.34.35.115
WAS eu-rs-web.manage.samsungknox.com N/A 443 PC browser