samsung knox user guide (enterprise) 1
DESCRIPTION
Enterprise guide to the SAMSUNG KNOX secure container. (Download it from samsungknox.com)TRANSCRIPT
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Samsung KNOX™
User Guide
Enterprise Edition
September 2013
Version: 1.0
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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
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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
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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
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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!
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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
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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.
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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.
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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
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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
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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
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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
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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
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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
Gallery
Internet
My Files
Phone
Polaris Office 5
S-Memo
S Calendar
S Memo
S Planner
Samsung KNOX Apps
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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).
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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
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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
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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
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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
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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.
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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:
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
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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).
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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
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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
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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
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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
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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
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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.
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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.
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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.
Perform the following steps:
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.
Contact your IT administrator support group.
Cannot Log into KNOX
You may be using the wrong password or may have recently changed your KNOX password.
Contact your IT administrator support group.
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.
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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.
Perform the following steps:
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
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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.
Perform the following steps:
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
Perform the following steps:
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.
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Perform the following steps:
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.
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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.