[cad_e Participant 14 December 2021 cad_e Participant]

Not sure whether this’ll work out, but sometimes a simple reboot will do the thing.

[sysadminatsolutions Participant 14 December 2021 sysadminatsolutions Participant]

Not in my case…. tried out every possible option, but all in vain.

[cad_e Participant 14 December 2021 cad_e Participant]

Well in that case, did you try hard reset the device previously.

[sysadminatsolutions Participant 15 December 2021 sysadminatsolutions Participant]

When tried to hard reset, it shows as blocked by Samsung Knox

[Jeff Hexnode 15 December 2021 Jeff Moderator]

Hey @sysadminatsolutions, thank you for sharing your concerns.

Please provide us with the following details so that we can assist you better:

1. The model and enrollment status of your device
2. Check whether any OS updates are pending on the device
3. Did you disable Factory Reset Protection (FRP) for the device?

Hope to hear from you again soon,
Jeff Morrison
Hexnode UEM

[sysadminatsolutions Participant 16 December 2021 sysadminatsolutions Participant]

The model is Samsung SM-A207M running M215FXXU2BUG2 software…..and yes I’ve enabled the option to clear FRP during wipe.

[Jeff Hexnode 16 December 2021 Jeff Moderator]

@sysadminatsolutions As discussed with our technical team, it’s seen that the device SM-A207M is a non-Knox device. Also, we’ve noticed that the device is not running the latest available software.

The current software of the device makes it behave as a Knox device and allows Hexnode to deploy Knox restrictions and configurations to it despite being a non-Knox device. And, once you update the device to the latest software, the device will no longer act as a Knox device, which prevents Hexnode from removing any restriction or configuration that was already applied to the device while it behaved as a Knox device.

Since this is an issue from Samsung, I suggest you contact the Samsung Service for further assistance. Only the Samsung Service can help you retrieve such devices. In the meantime, you can update your device to the latest software to prevent such inconsistent device behavior in the future.

Thanks,
Jeff Morrison
Hexnode UEM

• This reply was modified 2 years, 4 months ago by  Jeff Morrison.
• This reply was modified 2 years, 3 months ago by  Michelle.
• This reply was modified 2 years, 2 months ago by  Michelle.

[sysadminatsolutions Participant 20 December 2021 sysadminatsolutions Participant]

Checked with a similar device, and after the update, the device works just fine….i think this fixes the issue……regarding the other device, i’ll try contacting the samsung support and see if I can get a proper resolution to it.

[Jeff Hexnode 20 December 2021 Jeff Moderator]

@sysadminatsolutions Thank you for being so polite and patient. I hope you resolve your problem fast with Samsung Service. Take care!

Thanks,
Jeff Morrison
Hexnode UEM