Samsung KNOX User Guide (Enterprise) 1

7/18/2019 Samsung KNOX User Guide (Enterprise) 1

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Samsung KNOX™

User Guide

Enterprise Edition

September 2013

Version: 1.0



ii

Copyright Notice

Copyright © 2013 Samsung Electronics Co. Ltd. All rights reserved. Samsung is a registered trademark of

Samsung Electronics Co. Ltd. Specifications and designs are subject to change without notice. Non-metric

weights and measurements are approximate. All data were deemed correct at time of creation. Samsung is not

liable for errors or omissions. All brand, product, service names and logos are trademarks and/or registered

trademarks of their respective owners and are hereby recognized and acknowledged.

Document Information

This document was last modified on September 19, 2013.

Contact Information

Samsung Enterprise Mobility Solutions – Santa Clara

Samsung Telecommunications America, Ltd

3920 Freedom Circle; Ste 101

Santa Clara, CA 95054

United States of America



Samsung KNOX ™ User Guide Copyright © 2013 Samsung Electronics Co. Ltd. iii

ContentsPreface................................................................................................................................................................ v

Audience ............................................................................................................................................................................................. v

About this Document ..................................................................................................................................................................... v

Notational Conventions ................................................................................................................................................................ v Notice Icons.................................................................................................................................................................................. vi

Additional Documentation.......................................................................................................................................................... vi

1 Using Samsung KNOX ............................................................................................................................. 1

About KNOX Containers ............................................................................................................................................................... 2

Your Private and Corporate Data are Isolated ................................................................................................................. 2

Contacts .......................................................................................................................................................................................... 3

S Browser ........................................................................................................................................................................................ 4

Setting Up a KNOX Container Account .................................................................................................................................. 4

Logging into a KNOX Container ................................................................................................................................................ 5

Changing the KNOX Container Password ......................................................................................................................... 5

Resetting Forgotten Passwords ............................................................................................................................................. 6

KNOX Container Menu Options ................................................................................................................................................ 6

2 Using Single Sign-On Service ............................................................................................................... 7

About SSO Service........................................................................................................................................................................... 7

Authenticating the Initial SSO Service ..................................................................................................................................... 8

3 Using Samsung KNOX Container Apps & Widgets ...................................................................... 9

About Samsung KNOX Container Apps & Widgets .......................................................................................................... 9

App Store .................................................................................................................................................................................... 10

Camera ......................................................................................................................................................................................... 10

Contacts ....................................................................................................................................................................................... 11

E-mail ............................................................................................................................................................................................ 12 S-Calendar................................................................................................................................................................................... 12

My Files ........................................................................................................................................................................................ 13

Phone ............................................................................................................................................................................................ 14

4 Using Samsung KNOX Tools ............................................................................................................... 15

App Information ............................................................................................................................................................................ 15

Common Access Card (CAC) .................................................................................................................................................... 16

CAC Screen Lock ....................................................................................................................................................................... 17

Device Model Number ............................................................................................................................................................... 18

Device Status .................................................................................................................................................................................. 18

KNOX Settings ............................................................................................................................................................................... 19

Notifications Bar ............................................................................................................................................................................ 19

Settings ............................................................................................................................................................................................. 20

Task Manager ................................................................................................................................................................................. 20

Task Switcher .................................................................................................................................................................................. 21

Version and Build Information ................................................................................................................................................ 22

VPN ..................................................................................................................................................................................................... 22

Wi-Fi Status ..................................................................................................................................................................................... 23

5 Troubleshooting Tips ............................................................................................................................. 24



Samsung KNOX ™ User Guide Copyright © 2013 Samsung Electronics Co. Ltd. iv

Device Activation Issues ............................................................................................................................................................. 24

Cannot Activate KNOX ........................................................................................................................................................... 24

Message Displays: “Device Activation has Failed” ...................................................................................................... 24

Password Issues ............................................................................................................................................................................. 25

Cannot Create Password ....................................................................................................................................................... 25

Locked Out of KNOX Container ......................................................................................................................................... 25

Cannot Log into KNOX .......................................................................................................................................................... 25

KNOX Startup and Login ........................................................................................................................................................... 25

Business E-mail not Synced ...................................................................................................................................................... 26

Cannot Download from App Store ........................................................................................................................................ 26

VPN Issues ....................................................................................................................................................................................... 27

No VPN Connection ................................................................................................................................................................ 27

VPN Observed Timeout / Host Not Found .................................................................................................................... 27

Error Messages .............................................................................................................................................................................. 27

System Has Been Compromised ........................................................................................................................................ 27

SE for Android Denial ............................................................................................................................................................. 28

CAC Issues (DoD) .......................................................................................................................................................................... 28

Absolute Theft Recovery (Optional Service) ...................................................................................................................... 29 Reporting a Missing or Stolen Device: ............................................................................................................................ 29

List of FiguresFigure 1. Samsung KNOX .................................................................................................................................................................. 1

Figure 2. Samsung KNOX Container ............................................................................................................................................. 2

Figure 3. Samsung KNOX Application Container .................................................................................................................... 3

Figure 4. Launching Samsung KNOX ............................................................................................................................................ 4

Figure 5. Exiting KNOX Container .................................................................................................................................................. 5

Figure 6. Samsung KNOX Container Menus .............................................................................................................................. 6

Figure 7. Using Single Sign-On Service ....................................................................................................................................... 8

Figure 8. Samsung KNOX App Store ......................................................................................................................................... 10

Figure 9. KNOX Container Camera App ................................................................................................................................... 11

Figure 10. KNOX Contacts App .................................................................................................................................................... 11

Figure 11. KNOX E-mail Client...................................................................................................................................................... 12

Figure 12. S-Calendar App ............................................................................................................................................................. 12

Figure 13. My Files ............................................................................................................................................................................ 13

Figure 14. KNOX Phone App ......................................................................................................................................................... 14

Figure 16. Common Access Card PIN ........................................................................................................................................ 17

Figure 17. Notifications Bar .......................................................................................................................................................... 19

Figure 18. KNOX Task Switcher .................................................................................................................................................... 21

Figure 19. KNOX Using Per-App VPN with KNOX Containers ......................................................................................... 22

List of TablesTable 1. Device Model Numbers ................................................................................................................................................. 18





Samsung KNOX ™ User Guide Copyright © 2013 Samsung Electronics Co. Ltd. vi

Notice Icons

This guide uses the following notice icons:

Icon Alerts you to…

Important features, instructions, or

additional relevant information.

Information on conditions that can cause

unintended or adverse consequences.

Additional Documentation

The following documentation is also available for additional information regarding the KNOX:

Samsung KNOX ™ License Management System API Guide—Describes the Samsung KNOX

License Management System (KLMS), the license management and compliance system for

Samsung KNOX, including the associated E-SDK API classes and methods.

Samsung Enterprise License Management API Guide—Describes the Samsung Enterprise

License Management, including the E-SDK 4.0.1 API classes and methods. ELM is a server-

based access control mechanism for MDM administrators to access the APIs.

Samsung KNOX ™ E-SDK Management Developer Guide—Describes the Samsung KNOX E-

SDK Mobile Container Management APIs and explains how to use them to developAndroid™ application containers that can be implemented in Enterprise-managed

Samsung KNOX-enabled mobile devices.

Samsung E-SDK Mobile Device Management Developer Guide—Describes the Samsung

Enterprise SDK (E-SDK) and explains how to use the E-SDK to develop Android™

applications that can be implemented in enterprise-managed Samsung mobile devices.

Samsung E-SDK Single Sign-On Service Developer Guide—Describes the Samsung KNOX

Single Sign-On (SSO) API and explains how to use the SSO classes and methods to utilize

the Samsung SSO service in applications designed to work in Samsung KNOX Application

Containers on enterprise-managed Samsung mobile devices.

Samsung E-SDK Remote Control API Guide—Describes the Samsung E-SDK Remote

Control APIs and to explains how to use the classes and methods to use the Samsung

Remote Control service for applications in enterprise-managed Samsung mobile devices.

Samsung E-SDK SmartCard Developer Guide—Describes the Samsung E-SDK SmartCard

APIs and explains how to use the associated classes and methods to implement the

Samsung Control Access Card (CAC) service for applications in enterprise-managed

Samsung mobile devices.

Note

Caution!



Samsung KNOX ™ User Guide Copyright © 2013 Samsung Electronics Co. Ltd. 1

1 Using Samsung KNOX

Samsung KNOX™ is a new Android-based platform designed specifically to overcome theshortcomings of the current open source Android platform. KNOX is fully compatible with

Android and the Google ecosystem, making it the perfect choice for consumers/employees and

businesses.

Figure 1. Samsung KNOX

Samsung KNOX enables you to employ a single device for both personal and business activities:

Seamless and intuitive dual persona experience

Ensures safety and privacy of personal data

Helps users comply with company security policies

Restricts company IT administrator access to enterprise data




About KNOX Containers

The Samsung KNOX Application Container is a virtual Android environment within the mobile

device complete with its own home screen, launcher, apps, and widgets.

Figure 2. Samsung KNOX Container

The KNOX Application Container is populated with a default set of system apps:

PIM—Contacts, Calendar

Productivity —E-mail, Browser, Office Viewer

Utilities—Phone, Camera, File Manager

The Application Container is managed using a third party Mobile Device Management (MDM) or

Mobile Container Management (MCM) system.

Additional Container apps may be installed by the enterprise IT administrator via MDM or by the

user from the Container App Store.

Your Private and Corporate Data are Isolated

Data files systems inside and outside of the Container are segregated. Applications and data

running inside the KNOX Container cannot interact with apps and data outside the Container. The

Container allows enterprise IT administrators to isolate and manage enterprise apps and data in a

secure environment.




Applications and data inside the Container are isolated from apps outside the Container. This

isolation enables the KNOX Container to be used as a secure workspace on the device for

enterprise use, while everything outside the Container represents the user’s personal space.

Figure 3. Samsung KNOX Application Container

The look and feel of the KNOX Container and personal environment are similar, however, there

are some differences:

Users cannot perform copy/paste functions to move data outside a Container

No file types can be moved outside the Container

Browser bookmarks, browsing history, call logs, calendar events, and so on, cannot be

moved outside the Container

The multi-window function does not work for the Container version of the S Browser

Air gestures—a feature included in the Galaxy S4—will also not work in the KNOX

Container, with the exception of Air View

Google Text-to-Speech will not work within the Container, and users are not able to

install the Google Search bar widget

Contacts

Business and personal contact information is shared from the Personal environment into the

Business environment (KNOX Container) on a read-only basis; personal data cannot be modified

within the Container. Business contacts are not shared outside of the KNOX Container.




S Browser

Browsers are similar in function both inside and outside of the KNOX Container. The primary

difference is that Container-based bookmarks, history, browser downloads, data, cookies, and

other data are confined inside of the Container environment. The multi-window function does not

work for the Container version of S Browser.

Setting Up a KNOX Container Account

Your IT administrator support group uses a Mobile Device Management (MDM) or Mobile

Container Management (MCM) console to create the Samsung KNOX Container on the device.

Once your administrator has implemented Samsung KNOX for your enterprise, you can set up

KNOX on your personal device.

To set up a KNOX Container account:

1. Tap KNOX Install Notification (after registering with MCM or MDM), the Samsung

KNOX Terms and Conditions are displayed.

2. Tap I Agree; then tap Next.

3. Set Timeout value, then set the Container Password and confirm the Password.

4. Tap Install. Install progress is displayed on your device.

5. After install completes, tap Launch; alternatively, tap the Samsung KNOX icon to switch to

the KNOX Container.

Figure 4. Launching Samsung KNOX

Tap the Samsung

KNOX icon

to switch to the

business

environment inside

the KNOX




Logging into a KNOX Container

Once a password has been established, you can log into the KNOX Container to access the

business environment on your device. The criteria specifying valid KNOX Container passwords are

defined using authentication policies specified in your enterprise MCM or MDM system.

To log into KNOX:

1. Enter your Password when prompted; then tap Done.

2. The KNOX Home screen will display as shown in Figure 5.

3. To exit the Container and return to the personal environment, tap the Personal icon.

Figure 5. Exiting KNOX Container

Changing the KNOX Container Password

To Change the KNOX Container Password:

1. From the KNOX Home screen, tap the Menu button.

2. Selecting the Samsung KNOX Settings option from the menu will display the KNOX

Settings menu.

3. Tap Change password.

4. Enter Old password, New password; then Confirm password.

5. Tap Save.

Tapping the Personal

icon allows you to exit

the KNOX Container

environment




Resetting Forgotten Passwords

The KNOX Container Password must first be reset at the IT administrator MCM/MDM console for

a notification to be sent to the device.

To set a new password:

1. From Notifications, tap Reset Samsung KNOX password.

2. Enter New password; then Confirm password.

3. Tap Save.

KNOX Container Menu Options

The Samsung KNOX Container provides three primary menus; the options for each differ

depending on the view you’re using (Home, Apps, or Widgets):

Home screen

Apps screen

Widgets screen

Figure 6. Samsung KNOX Container Menus




2 Using Single Sign-On Service

This chapter describes how to use the Single Sign-On (SSO) service with apps available for usewithin the Samsung KNOX Container.

About SSO Service

The Samsung KNOX platform includes out-of-the-box SSO support for apps within the KNOX

Container. SSO enables authentication with a single account to quickly access a broad range of

enterprise services.

SSO Service is available as soon as a KNOX Container is created.

Some of the advantages SSO service offers are:

Users get a single destination and one-click access to all of their work apps.

Eliminates the need for you to remember multiple passwords or create weak, easy-to-

remember passwords that don’t meet corporate password policies.

Samsung KNOX platform includes SSO support for apps within a KNOX Container which

allows enterprises to manage “password sprawl” by using a common set of credentials to

access multiple Container apps.

Note




Figure 7. Using Single Sign-On Service

Your enterprise IT administrators can enable the SSO service for all Container apps or just for

selected apps using the associated MCM or MDM solution.

The first time you invoke any SSO-enabled app, you are prompted to enter your Active

Directory credentials.

Authenticating the Initial SSO Service

To authenticate the initial SSO service, perform the following steps:

1. From the KNOX Home screen, tap an App Icon.

If the SSO service is needed for the application, the Centrify SSO login screen is displayed.

2. Enter your AD credentials (Username and Password).

3. Tap the Login button.

Authenticating using SSO enables your credentials for all apps whitelisted in the Centrify SSO

service.

Note




3 Using Samsung KNOX Container Apps & Widgets

The Samsung KNOX Container includes a set of default apps and widgets.

About Samsung KNOX Container Apps & Widgets

The following default apps and widgets are available in every KNOX Container:

App Store

Camera

Contacts

Downloads

E-mail

Gallery

Internet

My Files

Phone

Polaris Office 5

S-Memo

S Calendar

S Memo

S Planner

Samsung KNOX Apps




App Store

The App Store in the KNOX Container is preloaded with a variety of business apps from

Independent Software Vendors (ISVs) such as Cisco, Salesforce, Dropbox, and so on.

You can browse the app store and select an app for download/installation in the same manner as

any commercial app store (for example, Google Play).

Figure 8. Samsung KNOX App Store

The app and associated data are secured within the business environment and will not be

available outside of the KNOX Container.

Camera

The camera in the KNOX Container is the same camera app available for use in your personal

environment.

Photos that you take with the KNOX Camera cannot be accessed outside of the Containerenvironment (just as photos taken with the camera in your personal environment cannot be

accessed within the KNOX Container).




Figure 9. KNOX Container Camera App

Contacts

The Contacts client in the KNOX Container is same Contacts app available for use in your personalenvironment.

Contact information within the KNOX Container cannot be accessed outside of the Container

environment (just as contacts stored in your personal environment cannot be accessed within the

KNOX Container).

Figure 10. KNOX Contacts App




E-mail

The E-mail client in the KNOX Container is a Microsoft Exchange-compatible app that supports

business mail for the KNOX user. Enterprise mail, attachments, and other data cannot be accessed

outside of the Container environment.

Figure 11. KNOX E-mail Client

S-Calendar

The Container’s Calendar can receive event details from the user’s personal calendar on a read-

only basis. Both business and personal appointments are consolidated in the Container calendar

view. Business events do not appear in the calendar in the personal environment.

Figure 12. S-Calendar App




My Files

The file systems outside and inside the Container are similar in appearance, however files that are

stored in the Container are not accessible outside the Container.

Figure 13. My Files

Personal Photos

folder contents

Container Photos

folder contents




Phone

The Phone app in the KNOX Container is same Phone app available for use in your personal

environment.

Phone contact information within the KNOX Container cannot be accessed outside of the

Container environment (just as phone contact data stored in your personal environment cannot

be accessed within the KNOX Container).

Figure 14. KNOX Phone App




4Using Samsung KNOX Tools

Samsung KNOX includes a set of useful tools for managing your KNOX experience, such as:

App Information

Common Access Card (CAC)

Device Model Number

Device Status

In addition, KNOX includes tools for configuring various KNOX settings:Notifications Bar

Settings

Task Manager

Task Switcher

Version and Build Information

VPN

Wi-Fi Status

App InformationThe Samsung KNOX App Information tool enables you to perform the following tasks:

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, for example, access to network, location, phone, hardware

control

To display the App Information tool:

1. Tap Settings > More > Application Manager.

2. Navigate to the All view.

3. Tap the App name to view App Info.




4. Scroll down to view App Permissions info.

Common Access Card (CAC)

Common Access Cards (CACs) are “Smart” ID cards used by active-duty military, selected Reserve,

Department of Defense (DoD) civilian employees, and some contractors to enable access to DoD

computers, networks, and certain DoD facilities.

The KNOX platform extends CAC authentication to the Container for Browser, E-mail, VPN, and

lock screen functions.

Figure 15. Common Access Card

CAC is used as a Public Key Infrastructure (PKI) authentication method for the following functions:

E-mail

o Sign E-mail with digital signature

o Encrypt/decrypt E-mail message

o Verify digital signature

Browser

o Access secure web pages

Downloader

o Download files from secure websites




VPN

o Complete a virtual private network (VPN) connection login

Lock screen

o Secure device with smartcard-based lock screen

If a requesting application needing the CAC is not in the foreground, it may show a notification

status of “CAC PIN Expired”. You must tap the CAC PIN Expired notification and enter the PIN

again to re-authenticate.

CAC Screen Lock

In government apps where a CAC is used for authentication, the CAC PIN becomes the device

unlock PIN.

To unlock the device, insert your card into the CAC reader and enter your PIN.

Figure 16. Common Access Card PIN

o When a CAC is configured using the bai MP3000 Bluetooth reader, the device andthe reader are paired to work together. For instructions on device pairing, refer to

the BAI M3000 Android Bluetooth Reader Users Guide.

o After device pairing, a CAC menu item is added to the Select screen lock settings

menu as a screen lock option (in addition to PIN, password, and so on).

http://www.biometricassociates.com/downloads/user-guides/baiMobile-3000MP-User-Guide-for-Android-v3.1.pdf







Device Model Number

The Samsung KNOX Device Model Number tool enables you view the device model number.

Table 1 lists the carriers and their associated model numbers.

Table 1. Device Model Numbers

Carrier Model Number

AT&T, Bell 1337 (S4)

1747 (SIII)

Open Europe 19505 (S4)

Sprint L720 (S4)

L710 (SIII)

T-Mobile M919 (S4)

T999 (SIII)

US Cellular R970 (S4)

R530 (SIII)

Verizon 1545 (S4)

1535 (SIII)

Device Status

The Samsung KNOX Device Status tool enables you to view status data about your device. The

following status information is available:

Check battery level—If user-controlled KNOX device activation is enabled, battery level

must be >70%

Check signal strength—The KNOX activation process requires a stable cellular or Wi-Fi

connection

Check mobile network state—If downloading files over a cellular connection, the status

must be “Connected”

To display the Device Status tool:

1. Settings > More > About device > Status




KNOX Settings

The Samsung KNOX Settings tool enables you perform the following tasks:

Change the password that you enter to switch to KNOX mode (Note that this action also

requires old password)

Check the KNOX version installed

Display the End User License Agreement (EULA)

To display the KNOX Settings tool:

1. From within the Container view, tap the Menu key (lower left button) and select KNOX

settings.

2. From this view you can change your password, determine your KNOX application version,

or view the KNOX EULA.

3. Tapping Change password will navigate you to the password change screen.

4. Tapping About KNOX launches the Samsung KNOX Application version screen. Tap the

Terms and Conditions button to view the EULA.

Notifications Bar

The notifications from apps running in the KNOX Container are displayed on the Notifications bar,

however note that extended information is not allowed. The apps inside a Container do not show

up on task bar history, running tasks, downloaded apps, and so on, outside of the Container.

Figure 17. Notifications Bar




Tap the Samsung KNOX banner to return to the Container view.

Enter Container password if prompted

The Samsung KNOX Notifications Bar tool enables you to easily view the following notifications:

Error notifications

Wi-Fi connectivity

KNOX Status notifications

To display the Samsung KNOX Notifications Bar, swipe downwards from the top of the phone.

Settings

The Samsung KNOX Settings tool enables you to perform the following tasks:

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 the Samsung KNOX Settings tool:

1. Access the Settings menu by tapping the Settings icon on the desktop or by pressing andholding the Home button.

2. Select Settings from the Task Switcher menu.

Task Manager

The Samsung KNOX Task Manager tool enables you to perform the following tasks:

Check (and end) running apps

Check (and uninstall) downloaded apps

Check memory usage

Check available disk space




To display the Samsung KNOX Task Manager:

1. Push and hold Home button.

2. Tap the Task Manager icon.

3. Select either Active apps or Downloaded apps buttons.

4. Tap the RAM or Storage icons to see how system resources are being consumed.

5. Tap the individual app to display App Info.

Task Switcher

The Android Task Switcher assembles all tasks running inside and outside of the Container. Details

about Container-related tasks are not shown).

Figure 18. KNOX Task Switcher

Figure 19. KNOX Task Switcher

Container

downloads

details hidden

Container

E-mail details

hidden




Version and Build Information

The Samsung KNOX Version and Build Information tool displays the following information:

Model Number —Indicates the operator, for example, I747/I337) is AT&T, and 545 is

Verizon

Android Version—KNOX requires 4.1.1 on Galaxy SIII, 4.2.2 on Galaxy SIV.

Build Number —Indicates code family (J=Jellybean), branch (R=primary), date (O03=July 3,

2012), and build (L=#12)

SELinux Status—Before KNOX activation = Permissive, after = Enforcing

To display the Version and Build Information tool, select:

Settings > More > About device

VPN

The Samsung KNOX platform includes an IPsec VPN solution which encrypts the associated IP

traffic to protect your data in transit. Typically, your enterprise administrator provisions your

device with the enterprise VPN profile. Enterprise apps will then connect securely into the

enterprise network over the VPN connection.

Per-app VPN support allows only selected apps within a KNOX Container to use a VPN profile.

When a VPN profile is configured with per-app VPN settings, only those apps that have been

specified to use this VPN connection will be allowed to send data over this connection. Also,

these apps will always send their data over the VPN, and never directly over the Internet.

All other apps will use the non-VPN connection. This allows for network separation. Your personal

internet data will never be sent to the enterprise.

Figure 20. KNOX Using Per-App VPN with KNOX Containers

…

Container Internet

VPN

tunnel Enterprise

Servers

Enterprise

Network

YouTube

VPN

Gateway Enterprise

Applications

Personal

Applications




Figure 19 illustrates a KNOX platform configuration that uses the VPN to provide data in transit

protection for selected enterprise apps running inside the KNOX Container. The IT administrator

has configured a KNOX Container on the employee's device with several apps, including two

enterprise apps that need to connect back to the enterprise intranet servers. To make sure that

these two apps always use the enterprise VPN when communicating over the network, the

administrator will use the per-app VPN feature available on the KNOX platform.

When per-app VPN is enabled during provisioning of the VPN profile, the administrator adds the

basic VPN gateway information and the list of apps that must use this VPN. When these apps are

added to this list, they can only communicate over the configured VPN connection.

In Figure 19, the browser and messaging apps have been added to the enterprise VPN profile.

Whenever you run either app, the KNOX platform automatically starts the VPN connection, if not

already connected.

After the profile is received, tap the profile and the device will connect via the VPN service.

If prompted, enter your credentials.

Wi-Fi Status

The Samsung KNOX Wi-Fi Status tool enables you to check Wi-Fi connectivity and signal strength.

Note that some file downloads may be allowed over Wi-Fi only. For example, the update package

downloaded during the initial KNOX activation can only be enabled by the MDM app on the

device over a Wi-Fi connection.

To display the Samsung KNOX Wi-Fi Status tool:

1. Tap Settings to display the Connections view.

2. Tap Settings > Wi-Fi to view available Wi-Fi networks and to view signal strength.




5 Troubleshooting Tips

This chapter describes some of the more common issues you may experience while usingSamsung KNOX.

Device Activation Issues

Consider the following guidelines in case you experience any of these device activation issues.

Cannot Activate KNOX

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.

Perform the following steps:

1. Verify the device battery charge level is greater than 70%. If not, plug the device into a

charger and reattempt the activation.

2. If the battery level is OK, verify that Wi-Fi is on, with good Wi-Fi signal strength (if using Wi-Fi

connection).

3. If you are using a cellular connection, check mobile data is on, with good cellular signal

strength (if using a cellular connection).

4. In case this is due to a sporadic event, such as abnormally high network traffic or unplannedserver maintenance, check with IT or try the device activation again at a later time.

If unsuccessful, escalate the issue to your IT administrator support group.

Message Displays: “Device Activation has Failed”

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.

Contact your IT administrator support group.




Password Issues

The following guidelines are provided for password-related issues.

Cannot Create Password

IT can set strict requirements for the Container password; for example, set up forbidden strings,

restrict the re-use of past passwords, check password strength, or restrict the use of characters.


1. Contact your IT administrator and verify that your password complies with the authentication

policies.

2. If the Show password option is available, ensure that both passwords match, and case

sensitivity is not an issue.

3. If the issue remains, remove and re-create the Container on your device.

If issues persist, escalate the issue to your IT administrator support group.

Locked Out of KNOX Container

Once you have failed to enter the correct KNOX password you may have exceeded the allowed

number of tries. An IT administrator can set the maximum number of failed login attempts

allowed. Once this number is met, you will be locked out of the KNOX Container.


Cannot Log into KNOX

You may be using the wrong password or may have recently changed your KNOX password.


KNOX Startup and Login

Samsung KNOX takes a couple of minutes to start up once activated. The device launches the

following processes:

Create the Container

Set up a secure file system

Install the required components

Pre-load apps

A progress bar with messages indicates the status. Once the KNOX Container is created, you can

launch KNOX and enter your password to begin using your KNOX Container apps and widgets.




Any time there is inactivity in the Samsung KNOX Container (10 minutes by default),

you must re-enter your password.

Business E-mail not Synced

There may be a problem with device reception issues, ActiveSync issues, Active Directory issues,

or the enterprise Exchange server.


1. Check the following:

- Device has cellular/Wi-Fi connectivity

- Reboot the user’s device

- Domain, your login, and password are correct

- ActiveSync is working and sync settings have not changed

- Active Directory is working and account is not locked or in a bad state

- Exchange server access state is OK and not “denied”

2. Remove and re-create the E-mail account.

3. If these issues persist, contact your IT administrator support group.

Cannot Download from App Store

Within the KNOX Container, you can download apps and widgets from the KNOX App Store and

an enterprise-specific App Store.

If you cannot download apps and widgets, perform the following steps:

1. Check the following:

- Device has network connectivity

- You are logged in

- App store password is correct

- Restart the App download

- Restart the device

- Clear the cache used by the App Store Download Manager. If necessary, contact your

IT administrator to help clear the cache.

Note




2. Try downloading using another KNOX device to determine whether the issue is with only one

device.

3. If another device has the same issue, contact your IT administrator.

4. If issues persist, contact your IT administrator support group.

VPN Issues

Here are some guidelines for VPN issues.

No VPN Connection

An app that uses VPN is not able to access the internet, for example, 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. Reboot the device.

3. If issues persist, contact your IT administrator.

VPN Observed Timeout / Host Not Found


1. Ensure that you have good signal strength if you’re using a data connection.

2. Contact your IT administrator to verify that there is no firewall policy preventing access.

Error Messages

Here are some potential error messages and suggested workarounds.

System Has Been Compromised

The device displays one of these messages:

The device has detected an application attempting unpermitted actions and has stopped loading. To protect your device, it is 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.





1. Reboot the device.

2. If issues persist, contact your IT administrator support group.

SE for Android Denial

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 Alert window

CAC Issues (DoD)

Here are possible CAC error messages and their associated remedy actions:

CAC Card Removed —Insert/reseat card in the reader

CAC PIN Error —Verify and re-enter the PIN

CAC PIN Expired —Re-enter PIN due to timeout

CAC PIN Locked —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 accommodate resetting

the CAC PIN.

To unlock a CAC:

1. Contact any DEERS/RAPIDS issuing facility to request a reset CAC PIN. You can find

your nearest DEERS/RAPIDS ID Card facility using the RAPIDS Site Locator.

Additional CAC and CAC reader information:

http://www.cac.mil/

BAI M3000 Android Bluetooth Reader Users Guide

Uninitialized CAC Card —Contact the CAC administrator

CAC Locked (after three incorrect login attempts)—Contact the CAC administrator to

unlock the card

No Connection—Connection to the Smart Card does not exist. Possibly 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 the device may not be paired.

http://www.dmdc.osd.mil/rsl/



http://www.cac.mil/

http://www.cac.mil/




http://www.cac.mil/

http://www.cac.mil/




Connection Busy —Indicates that the connection is already established

Absolute Theft Recovery (Optional Service)

Once a device is lost or stolen, consider the following steps:

1. Determine the location of the device and whether or not it’s on the move.

2. Freeze the device to prevent unauthorized access.

3. Remotely retrieve important files or delete files immediately from the device.

4. Contact your IT administrator to alert them of the event.

Reporting a Missing or Stolen Device:

1. Report the incident to the local law enforcement agency and receive a police case

number.

2. Contact your IT administrator who will then contact the Theft Recovery Customer Center,and complete a report that includes the police case number.

3. Theft recovery personnel transmit commands to the Mobile Agent to activate

monitoring and tracking, and coordinates with law enforcement to recover the device.

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Samsung KNOX User Guide (Enterprise) 1

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