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Error messages

Use these error messages to troubleshoot any issues you may encounter when using the Knox Service Plugin (KSP) with your Unified Endpoint Manager (UEM). If you can't resolve an issue with the information provided in this section, contact Knox Support.

The following is an example of a typical error message in KSP.

Error codes

This following table contains a list of error codes you may see when using Knox Service Plugin (KSP) with your UEM. If you can't resolve an issue with the information provided in this section, contact Knox Support.

Code

Cause

Message

Resolution

11000

Fatal error

Unknown

Fatal error occurred. An unknown error occurred while running the application. Contact Samsung if the problem persists and provide a device log.

Contact Knox Support if the problem persists and provide a device log.

11001

Fatal error

Unsupported OS

Fatal error occurred. Please upgrade device to Android version 8.0 or higher.

KSP is installed and executed on a unsupported OS version. This issue usually occurs if you are trying to create a DO container on an earlier version of Android that does not support DO profile creation. Update your device to Android Version 8.0 or higher.

11002

Fatal error

Unsupported OS

Fatal error occurred. Please upgrade device to Android 9.0 or higher to use this application within Work Profile.

The device you are using is running an unsupported OS version that does not support Profile Owner (PO) mode. Update your device to Android version 9.0 or higher.

11003

Fatal error

DO or PO missing

Fatal error occurred. [DO or PO] is not found.

The DO or PO agent is missing. Set up your devices with a DO or PO profile.

If you have already set up a DO or PO mode, ensure that your Android Enterprise deployment is set up correctly. If necessary, reset the device or delete the work profile and provision again. Contact your UEM Vendor for step by step instructions on how to setup DO or PO mode.

11004

Fatal error

User rejects DA

Fatal error occurred. User did not agree to activate Device Administration permission for the application.

The device user did not grant the Device Admin (DA) permission to control the device. This issue occurs on the DA activation screen, provided the screen is still supported in the app. Install or push the app on the device again and get the device user to accept the agreement.

12001

Schema error

Critical fields missing

Fatal error occurred. [field title] is missing. Please check your input configuration and try again.

The schema being pushed to a device needs to be checked again. Some mandatory fields may be missing. Check in your UEM console that you entered all fields correctly or that none are left blank. Some UEM console also remove fields when a String input field is left empty. In such cases, fill in a default value for that field and re-apply the policy.

12002

Schema error

Newer version of schema

Fatal error occurred. Device is running an older version of application. Application will retry to apply the Knox policies after the next app update.

There are elements of the schema data that are not recognized by the KSP agent you are running. Update to the latest KSP agent and re-apply the policies. To avoid this error, enable auto-update KSP in your UEM console.

12003

Schema error

Unknown keys

Fatal error occurred. Unrecognized field [field title] found in the input data.

There are elements of the schema data that are not recognized by the KSP agent you are running. Check the values in the schema to make sure you have entered values that can be validated by KSP. For example, you may have entered an invalid character, such as a "%" or "$."

If you have not edited the field in question, contact your UEM vendor to confirm that their system is not silently appending any characters to the field upon push.

12005

Schema error

Missing key

[policy title] in [profile deployed] is not processed as it is missing in the input configuration.

This is an information message. Please check your policy configurations and re-apply it again.

13001

License error

Invalid license key.

Invalid license key.

Check that you entered your license key correctly. Contact Samsung Knox Support if the problem persists and provide a device log.

13002

License error

License expired

License expired.

Your license has expired. Contact the entity you bought your license from (your supported UEM, Knox Support or a Knox reseller)

13003

License error

License quantity exhausted.

License quantity exhausted.

Your license key does not have any more valid seats to enroll another device. You can either unenroll a previous device to gain another seat, or contact a Knox reseller to buy more seats.

13004

License error

License terminated.

License terminated.

Your license key is terminated. Contact Samsung Knox Support to find out why.

13005

License error

Network error

License could not be activated due to network errors. Ensure device is connected to network and try again later.

Check your device mobile network or Wi-Fi. Ensure that there are no firewall issues blocking your device from contacting the Samsung Knox License servers.

13006

License error

Configuration error

The device time and date is incorrect. Set the correct time and date and try again.

Correct the device date and time setting. Preferably, set the value to automatic date and time that uses the time stamp from your mobile network.

13007

License error

Configuration error

Application binding is invalid. This license cannot be used with application [app name]

This issue occurs if your UEM Agent is not registered with Samsung. Contact your UEM vendor or Samsung Knox Support to find out why.

13008

License error

Unknown

Unknown license error occurred. Please verify your license key and try again. Contact Samsung if problem persists.

Contact Samsung Knox Support if the problem persists.

13009

Permission error

Policy failed due to permission

Permission error occurred. Please check your license key has necessary privileges and try again.

Your license key does not have the correct permissions to apply a specific policy, or you are using different license altogether (for example, an outdated version of the license). Contact the entity you bought your license from–your supported UEM, Knox Support or a Knox reseller.

13010

License error

License not provided

This policy requires a KPE Premium License. Please provide a valid license key and try again.

Check that your premium license was activated by the entity you bought your license from–your supported UEM, Knox Support or a Knox reseller.

15001

-

Failed to disable some applications for D ex.

This issue may happen if the DeX app is not found on the device—due to a wrong package name—or if it is not installed on the device. To fix the issue, verify that package name is correct or remove it from the list until after it is installed on the device.

15002

Application Catalog

Duplicate app defined in the Application Catalog. Please verify the nick names and packages listed in the app catalog.

Open your app catalog in your UEM and check for apps that have duplicate nicknames or packages.

15003

Package name is incorrect

Unrecognized application packages. Please enter valid package name in the format and try again.

The package name has a specific format you must follow. For example, instead of inserting "com.app.package", the value "myapp" was used. Application package name should conform to Android package rules.

14001

Policy error

Policy not supported - individual key

[policy title] in [profile deployed] is not supported by this device

The policy you are trying to push is not supported on your device due to the version of Knox it is running. Check what version of Knox you need for the particular feature you are trying to use. You may need to upgrade Knox or use a different device.

14002

Info
message


Policy not supported - at group level

[policy title] in [profile deployed] is not supported by this device

The policy you are trying to push is not supported on your device due to the version of Knox it is running. Check what version of Knox you need for the particular feature you are trying to use. You may need to upgrade Knox or use a different device.

Status message

Success

[policy title] in [profile deployed] successfully processed.

(example: "VPN Policy in Device policies" or "Biometric authentication in Work profile policies")

No action needed. This is a generic success message for all policies

Status message

Conditional (partial) success

[policy title] in [profile deployed] processed with errors.

(example: "VPN Policy in Device policies" or "Biometric authentication in Work profile policies")

Generic message shown when some part of a policy was successful but another part of the policy has errors. For example when one of the DeX policies failed but others are successful. Check the specific policy that is causing the error. You can try to push that policy on its own, to see if it throws a more specific error message.

Status message

Policy failed

[policy title] in [profile deployed] failed.

Generic message shown when a given policy failed. Check your configuration values and network settings and try to push the policy again. Contact Samsung Knox Support if the problem persists and provide a device log.

Status message

Failed

Fatal error occurred.

No action needed. This is a specific prefix for all fatal errors.

Status message

Profile name

Knox policies in [profile name] successfully processed

No action needed. This is the general success message shown when this profileName is empty and no fatal errors happen—for example, if the IT admin did not enter any profile name.

Status message

License key

No license activated

No action needed. This is a general success message shown when the kpePremiumLicenseKey field is empty and no license errors happen— for example, the IT admin did not provide a license key.

Status message

License key

Successfully activated license key ending with ......O3E5"

(Shows masked license with last 4 numerals only. For example, "...O3E5")

No action needed. This is a general success message provided when the kpePremiumLicenseKey is not empty and no license errors happen— for example, the IT admin provided a valid license key.

Status message

DeX Disable packages

0 applications disabled for DeX

No action needed. This is a general success message shown when the DeX field is empty and no apps are disabled.

Status message

DeX Disable packages

[app name] applications disabled for DeX

No action needed. This is a general success message shown when the when the DeX field is not empty and all apps are disabled without errors.