Refer to the following Knox Guard frequently asked questions (FAQs) to familiarize yourself with questions other Knox Guard users are raising with the Samsung Knox team, and the answers shared with the Knox user community.
Q: What is an Approval ID?
A: The Approval ID is a billing approval ID used with a financial institution's unique billing system to approve a loan payment. An approval ID is also used to distinguish customers, instead of an IMEI. If a carrier is using an IMEI, they do not necessarily need to consider an approval ID. That is why this field is optional.
Q: Who uploads devices into Knox Guard?
A: A device reseller integrating with Samsung can upload devices into Knox Guard using either automation API or the Samsung Knox Reseller Portal.
Q: Do I need a license to use Knox Guard? If so, where do I get a license?
A: A customer must purchase a license to use Knox Guard. As with other Knox licenses, a customer can request a Knox Guard license from the sales team in their respective country. Once purchased, the customer enters their license into the Knox Guard console. The license is applied and activated automatically when devices are accepted into Knox Guard.
Q: Does Knox Guard only use a device's IMEI/SN as the device ID?
A: No. A MEID is also supported as a device ID.
Q: Can Knox Guard be used with other Knox services such as Knox Configure?
A: Yes. Knox Guard can co-exist with both Knox Configure (KC) and Knox Mobile Enrollment (KME) when the device is running Android P or above.
Q: What accounts are needed to use Knox Guard?
A: You need both a Samsung account and a Knox portal account to access Knox Guard.
Q: Can an admin accept multiple pending devices into Knox Guard at one time?
A: Multiple pending devices can only be accepted into the portal at one time when they are from the same reseller.
Q: What does a "payment complete" device status mean in Knox Guard?
A: Payment complete means the subscription loan is repaid completely.
Q: What happens to a Knox Guard managed device when its payment status is updated to complete?
A: Once a device's payment is complete, the Knox Guard client is deactivated on the device and it is no longer tracked. Payment complete device(s) can no longer be locked or messaged using Knox Guard.
Q: What are the options for stopping payment blink reminders on an overdue device?
A: Blink reminders can be stopped from the Guard console's Actions menu for selected devices currently receiving notifications.
Q: The device is locked with the message "This phone can't be used without authorisation. (0001)", but its console status remains active. Why does this happen?
A: A device can lock when its Device Root Key (DRK) is tampered with or if the user attempts to compromise Knox security data to break Knox Guard control. The only way to unlock it is to delete the device's IMEI from the Knox Guard console and reboot it. Before deleting the device from your Knox Guard console, please ensure that you receive any pending payments from the user.