Samsung KNOX Training Enterprise Troubleshooting
Contents
1. The following describes the prevention and detection error notifications for SE for Android and TIMA errors SEtor Android Prevention ma mua Detection ma Policy denial LM detection The application s forced to stop due to unauthorized behavior of he sofware Tha may be caused by P Minaunorzed access information in your device The system eels forced stp loading an unrecognized kernet module The unrecognized mode may contain malicious code and compromise tne system Ths may be caused by Unauthorized tempt o load malaos code the kernal ot your tor Android has been dsabied on your device Ths may load utter acu compromises This may be caused by Unauthorized atempt o compromise te f your device sang o SE fr Android enforcement on your deve There has been unauthorized moditcaln o the on ne device Thi may alow malware to completely taa avec ne This may bo caused by nadhorzed aiempi o ect code into he kerei of your deve Unauthorized istaaton of malicious Kerne modules on your Denial Log samsung KNOX When an SE for Android policy violation is detected policy denial information is uploaded to the KNOX denial server for analysis The denial log does not contain any personal information such as the IMEI panty application Log date acces acre an Times deta of access 0h iraahonzedsysem saure2. esa dtl 2 acess command The urauharaed access Sore contest he access scorn source cortex angitomaton sawed Target cont of acces arent cots 1 Cass o he acess madue elass Denil m ampie Rud 955000688 S 167 denied rend conn mpra tie ove non 31205 Location ot log on device katamad audio Contguatie iog upload peed Transter Detali Server Upload mo ds e weky 1 rele protocol eur protocol ter formal compressed zip KC Ts 5 qa 0 System has been Compromised Message samsung KNOX 1 2 The device displays one of these messages for TIMA related events The device has detected an application attempting unpermitted actions and has stopped loading To protect your device itis recommended you reboot The device has detected an application attempting unpermitted actions To protect your device it is recommended you reboot SE for Android protection has been disabled To protect your device it is recommended you reboot Attempt reboot of the device If symptoms persist escalate the issue Samsung KNX SE for Android denial events occur when there is an unauthorized attempt by an app to access the system An alert will appear in Notifications filtered text and a popup will display in the KNOX Container giving the option of Navigating to the Application manager Dismissing the Al
3. If it never has Using another device test the app and VPN connection lt Atthe MDM console check the VPN profile policy settings Ensure that the VPN gateway is operational a VPN Connection Not Stable samang KX app that uses VPN to access to the Internet works sporadically Due to user roaming the device may be switching between Wi Fi and cellular networks 1 Check the underlying network connection Wi Fi is On with good Wi Fi signal strength Cellular access is up with good signal strength Device is not roaming when testing connection 2 Check if the VPN server went down momentarily 3 symptoms persist escalate the issue VPN Access Point Times Out samsung KX The VPN goes through an access point like a Wi Fi router at home which has not been configured to enable VPN 1 Check the access point firewall settings VPN requires UDP ports 500 and 4500 to communicate Enable VPN passthrough 2 If symptoms persist escalate the issue VPN Observed Timeout Host Not Found samsung KNOX VPN Observed Timeout Host not found 1 2 3 4 Ensure that you have good signal strength if you using a data connection Ensure that there is no firewall policy preventing access Verify there are no Wi Fi Access Point restrictions imposed If symptoms persist escalate the issue 5 o0 An CAC Issues DoD samsung KNX Generally for errors a toast will be shown that provide
4. Samsung Knax Samsung KNOX Training Enterprise Troubleshooting Course Objectives samsung KNX Enable IT Administrators to understand KNOX troubleshooting features and tools KNOX device troubleshooting concepts and practices to escalate issues to obtain advanced customer support Samsung KM MEM EE 0 5 Samsung KNX Use to check Error notifications WiFi connectivity KNOX Status notifications To display 1 Swipe downwards from the top of the phone Samsung KNX Use the Settings menu to perform the following Determine Version and Build Information Edit and check KNOX Settings Check Device Status Check Wi Fi Status Check the Task Manager Check App Info To display Access the Settings menu by 1 Tapping the Settings icon on the desktop or by Pressing and holding the Home button and selecting Settings from the Task Switcher menu or Pull down the Notifications view and tapping the Settings icon Version and Build Info samsung KNX Use to check gt Model number Indicates the operator e g 1747 1337 is AT amp T 545 is Verizon see the gt following slide Android version KNOX requires 4 1 1 on Galaxy SIII 4 22 on Galaxy SIV Build number Indicates code family JeJellybean branch Reprimary date O03 July 3 2012 and build L 12 SELinux status Before KNOX activation Permissive after Enforcing To di
5. er samsung KX The user has failed to enter the correct KNOX password and may have exceeded the allowed number of tries This number can be set by IT Admins through the MDM console 1 Reset the user s Container password using the attending MCM MDM system 2 Askthe user to create a new password m P KNOX Startup and Login samsung KNOX After KNOX has been activated it takes a couple of minutes to start up Create the container Set up a secure file system Install the required components Pre load apps A progress bar wilh messages indicates the status On successful creation the user launches KNOX and enters their password and to visit the business space Any time there is inactivity in the business space by default for 10 minutes the user must re enter their password Cannot Log into KNOX samsung KNOX The user may be using the wrong password or may have recently changed their KNOX password 1 Ask user to verity and re enter their KNOX password If this doesn t work proceed to the next step Reset the user s Container password using the attending MCM MDM system 3 If symptom persist remove and re create the container on the user s device If symptoms persist escalate the issue Business Email not Synced samsung KNX There may be a problem with device reception NT login ActiveSync Active Directory issues or issues with the enterprise Exchange server 1 Check the follow
6. ert window Tap to dismiss the error window If symptoms persist attempt a reboot of the device It symptoms continue to persist escalate the issue Samsung KN ax You can use any of the following channels to escalate an issue Web form on the KNOX Support Portal at www support samsungknox com By Phone at 1 855 567 KNOX Submitting an Issue samsung KNOX To complete the Web Form 1 2 3 Goto www support samsungknox com Click Submit a Request Fill out the request form see the next slide for instructions Click Submit Describing the Issue samsung KX Please prepare the following information when contacting Samsung Support through phone and web form Description Include any information that is not already in the fields above For example Location Indicate the region where the issue is occurring Device model number and Android version Settings gt About Device gt Model Number Android Version Device Build number Settings gt About Device gt Build Number Device Kernel version Settings gt About Device gt Version Network carrier and type Device IMEI Settings gt About Device gt Status gt IMEI Connection Type The type of connection the device is using to connect to the enterprise network Mobile Network State Indicate whether the issue is occurring while the device is connected to a mobile network pl
7. if using Wi Fi connection If the user is using a cellular connection check that Mobile Data is On with good cellular signal strength if using a cellular connection In case this is due to a sporadic event like abnormally high network traffic or unplanned server maintenance check with IT or try the device activation again at a later time It unsuccessful escalate the issue Samsung KN Device Activation has Failed Message samsung Kn amp x KNOX activation was performed on a device the update package was downloaded and the device rebooted but the device displays a message indicating that activation failed There may be an issue with the update package 1 Escalate this issue through the MDM vendor 2 Postpone activating any additional devices until you get further instructions Cannot Create a Password samang KNOX IT can set strict requirements for the container password e g set up forbidden strings restrict the re use of past passwords check password strength restrict the use of characters 1 Use the MDM console check the KNOX container password policies and verify the user s password complies with these policies 2 If the Show password option is available ensure that both passwords match and case sensitivity is not an issue If the issue remains remove and re create the container on the user s device If symptoms persist escalate the issue Locked Out of KNOX Contain
8. ing Device has cellular Wi Fi connectivity Verify the user has not changed their NT password recently If so have them update the password in the device note that some carriers send a notification instructing the user to update their password Reboot the user device check that Domain user login and password are correct ActiveSync is working and sync settings have nol changed Active Directory is working and account is not locked or in a bad state Exchange server access state is OK and not Denied Remove and re create the email account If symptoms persist escalate the issue Cannot Download from App Store Samsung KNX User cannot download from the KNOX App Store 1 Try the following Check that device has network connectivity Check that user is logged in Restart the app download Restart the device Clear the cache used by App Store download manager 2 Try downloading using another KNOX device to determine whether the issue is with device only 3 If this fails escalate the issue No VPN Connection samsung KX An app that uses VPN is not able to access Internet e g container based browser cannot display web pages 1 Check the underlying network connection Wi Fi is On with good Wi Fi signal strength Cellular access is up Mobile data is On 2 Perform a device reboot If symptoms persist 3 Check if the VPN connection has ever worked
9. nformation so they may determine the cause of a particular device behavior issue In those cases the IT Admin should use the SysDump tool to get logs from device To get logs using SysDump 1 2 Call 99004 Tap Run dumpstate logcat Saves logs to internal storage datallog dumpState yyyymmddn log Tap Copy to sdcard Launch My Files Go to folder Share the log file with Samsung Support via email Wi Fi Bluetooth USB Dropbox etc Additional Resources samsung KX Samsung Galaxy Samsung Galaxy S4 User Manual Manuals and Troubleshooting Guide Samsung KNOX Samsung KNOX White Paper Samsung KNOX Support Portal Samsung Galaxy amp KNOX interactive Flash simulations AT amp T Galaxy SIV Verizon Galaxy SIV Operator resources AT amp T Device How to Troubleshoot Your Device Verizon Videos Device Questions Articles Cannot Activate KNOX samsung KX To activate KNOX an update package must be downloaded to the device from a Samsung update server The server may be not be accessible the device may not be adequately charged or the server may be down or unable to respond to package requests within a specified timeout period 1 Verify the device battery charge level is greater than 70 If not have the user plug the device into a charger and reattempt the activation If the battery level is OK verify that Wi Fi is On with good Wi Fi signal strength
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11. s minimum interruption to the user For a connection error a sample toast message is shown The following are CAC error messages and associated actions Card Removed insertreseat card in the reader CAC PIN Error very and re enter the PIN PIN Expired re enter PIN due to timeout Uninitialized Card contact the administrator Locked after three incorrect login attempts see the next page for user guidance Connection Connection to the Smart Card does not exist possibly due to due to card not present in reader or reader is out of range Device Not Configured Indicates that the Smart Card Reader is not configured on the device Possibly device is not paired Connection Busy Indicates that the connection is already established CAC PIN is Locked DoD samsung KX DoD personnel using a CAC can encounter a Personal Identification Number PIN on the CAC that is locked Usually this takes place after three unsuccessful login attempts You must contact an appropriate DoD facility to reset the CAC PIN To unlock a CAC 1 Contact any DEERS RAPIDS issuing facility and they can reset a CAC PIN Please locate your nearest DEERS RAPIDS ID Card facility using the RAPIDS Site Locator The web address follows http www dmdc osd milirsl Additional CAC and CAC reader information hitp winw cac mil BAI M3000 Android Bluetooth Reader Users Guide Error Notifications Samsung KNX
12. s samsung KM Use to Check Wi Fi connectivity and signal strength Some file downloads may be allowed over Wi Fi only For example the update package downloaded during the initial KNOX activation may be enabled by the app on the device for Wi Fi To display 1 Tap Settings to display the Connections view 2 Tap Settings gt Wi Fi to view available Wi Fi networks and to view signal strength Task Manager 1 Samsung KNX Use to Check and end running apps Check and uninstall downloaded apps Check memory usage Check available disk space To display Push and hold Home button Tap the Task Manager Select either Active applications or Downloaded applications buttons Tap the RAM or Storage icons to provide indication of system resources being consumed Tap the individual app to display App Info A App Info samsung KM Use to Check an app version number Stop or uninstall the app Check the app s disk space or memory usage Clear data or cache Check granted permissions e g access to network location phone hardware control To display 1 Tap Settings gt More gt Application Manager 2 Navigate to the All view Tap the App name to view App Info 4 Scrolldown to view App Permissions into SysDump Log Capture samsung KNX There are times where Samsung Support or MDM representative may ask the IT admin to send log file i
13. splay Settings gt More gt About device Device Model Number samsung KNX The model number of the device indicates the carrier AT amp T Bell 1337 54 Open Europe 19505 S4 Sprint 1720 S4 T Mobile M919 S4 US Cellular R970 54 Verizon 1545 54 KNOX Settings 1 a EEE Samsung KNOX Use to Change the password that the device user enters to switch to the business space Requires old password Check the KNOX version installed Display the End User License Agreement EULA To display From within the Container view tap the Menu key lower left button and select KNOX settings From this view you can change your password determine your KNOX application version or view the KNOX EULA Tapping Change password will navigate you to the password change screen Tapping About KNOX launches the Samsung KNOX Application version screen Tap the Terms and Conditions button to view the EULA MEER da EE 0 0 0 0 0 0 Device Status samsung KNX Use to Check Battery level if user controlled KNOX device activation is enabled battery level must be gt 70 Check Signal strength The KNOX activation process requires a stable cellular or Wi Fi connection Check Mobile network state If downloading files over cellular the status must be Connected To display 1 Settings gt More gt About device gt Status ae TE Wi Fi Statu
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