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How to troubleshoot device provisioning errors in Knox Manage (B5012, B5013, 1006)

Environment

Knox Manage (KM)

Overview

Some users are experiencing the following errors when enrolling a device into KM:

  1. Failed to provision your device. Please check your User ID or password. (B5012) [Provision]
  2. Failed to provision your device. Please check your User ID or password. (B5013) [Provision]
  3. Device enrollment is restricted by the administrator. Contact your administrator. 1006 [Provision]

Cause

Error B5012

There is no User ID info associated with the device in the KM admin server.

Error B5013

The password has been entered incorrectly.

Error  1006

Limited Enrollment has been enabled in the KM admin console.

  

Resolution

Error B5012

In the KM admin portal, in the Users menu, verify if a User ID for the user exists. If there is no associated User ID, creating new credentials for the user will resolve the issue.

Error B5013

On the user's device, launch the KM client and check if they have entered their password correctly.

 

Error  1006

In the KM admin portal, in the Users menu, verify if there is a User ID associated with the user. If the User ID exists, check if Limited Enrollment is deactivated:

  1. In the KM admin console, navigate to Setting > ConfigurationBasic Configuration > Device > Limited Enrollment.
  2. If Limited Enrollment is activated, select Deactivate to disable it.

Limited Enrollment allows KM administrators to specify only certain device IMEIs that can be enrolled. If a device IMEI is not included in the list, it will be prevented from enrolling and return Error 1006.