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Knox Remote Support 23.12 release notes

Last updated December 6th, 2023

Improved device list coverage

With Knox Remote Support 23.12, the device list now supports both devices that have the Knox Remote Support agent installed by an EMM and a managed configuration, and devices that previously connected to Knox Remote Support through SMS or an access code.

A new Status column is also available in the device list, describing which devices launched a session through an EMM, and which devices connected through SMS or an access code.

Enhancements to available start methods

Previously, the Send SMS option to start a Knox Remote Support session was only available on the Knox Remote Support page.

As of this release, the Send SMS option was added to the Devices page. The availability of the different start methods is contingent on the device management mode:

  • Fully managed Samsung devices that are secured by Knox can use the Automatically start, Ask users to start, and Send SMS start methods.
  • Devices that aren’t fully managed, or that aren’t secured by Knox can use the Ask users to start and Send SMS start methods.
  • Devices that can receive SMS messages can use the Send SMS start method.

See Manage Knox Remote Support devices for more details.

Support for license deactivation in the device list

Prior to Knox Remote Support 23.12, deleting a device moved it to the Deleted Devices list, where you could review a history of all the devices you deleted. Starting with this release, the Deleted Devices menu is retired. When you delete a device, it’s automatically removed from the list and its Knox Suite license, if applicable, is also unassigned.

The Knox Remote Support agent isn’t automatically uninstalled when you delete a device from the list. To remove it, you should either unassign the agent from your EMM, or manually uninstall it from the device.

Deeper integration with Knox Admin Portal device reporting

On the Knox Admin Portal, if a device hosted a Knox Remote Support session in the past, its unified device info page now shows Knox Remote Support in the list of associated services.

From the unified info page, you can click the service name, or click Activated in the DEVICE STATUS column for Knox Remote Support, to open a new page that contains a filtered view of the Knox Remote Support device list.

Alternatively, from the Knox Admin Portal licenses menu, you can click the tooltip in the ACTIVATED column for a Knox Suite license, then click the Knox Remote Support activation count to see the list of devices activated with a Knox Suite license key.

Devices that connected to Knox Remote Support prior to 23.12 aren’t included in the ACTIVATED count, so there may be a mismatch between that number and the number of devices in the Knox Remote Support device list.

This release delivers a significant update to Knox cloud infrastructure that further hardens how fields with personally identifiable information (PII) are stored. This update impacts how you can search for PII across all Knox services.

For the technical details about this update, as well as an up-to-date breakdown of how this affects Knox Remote Support, see Security notice regarding storage and search behavior for PII.

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