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MSPs unable to retrieve the device list by email

Last updated December 28th, 2023

Environment

  • Knox MSP program
  • Knox cloud services
  • 10,000 or more enrolled devices

Overview

When requesting a list of 10,000 or more devices as a CSV file from a customer’s console, some MSPs might encounter an issue where the CSV file is sent by email to the customer’s super admin email address instead of the MSP’s.

This issue affects all Knox cloud services except for Knox Asset Intelligence.

The Knox MSP team is aware of the issue, and is currently working towards a fix.

Workaround

To get the device list:

  1. On the console of the Knox cloud service for which the device list was requested, go to Activity log.
  2. In the DETAILS field of your device list request, click Download.

For Knox Configure, the download option in the activity log isn’t available. You can retrieve the device list by contacting the customer’s super admin account.

If you’re unable to download the device list, submit a support ticket.

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