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KPE STATUS - Activation failed

IM
Ian Mulhall

Hi All,

We have multiple environments with KNOX enabled devices, They Are A127F and A137Fs

We are having an issue with the KNOX KPE - Status as it is showing as Activation Failed

Some devices enroll fine and then develop the issue, Some enroll with the issue and after a reset might enroll and activate successfully

Have tried the script reset_elm_license with no success

Devices are on the latest agent 15.3.2.1042

nearly 400 devices with this issue so resetting and enrolling again is not the most fiasable option

2 years ago
SOTI MobiControl
ANSWERS
RC
Raymond Chan Diamond Contributor
2 years ago

Hi Ian,

I would not have posted this if you have not sent me a direct message earlier.    I just don't have any  A127F or A137F device to do any test and can't help much.

According to the release note of Android Enterprise agent  v15.3.2, this version should have fixed KPE license issue (MCMR-32425) for some Samsung devices.  If the behaviour is not consistent for your device model, I suggest you to open an official support case at support@soti.net to follow up.  

L
LCRMOD@SOTI
2 years ago

Good morning Ian, 

Thank you for posting in SOTI Pulse.

This is a known issue that is being worked on in order to improve it as much as possible. 

Please proceed to create a support case (click here) or call the SOTI Support team (click here) to raise a new case so that we can verify that everything is updated as needed and we can raise a Jira for you with all the relevant logs attached so our development team can continue to work on this issue. Please cite Jira MCMR-32425 and mention that this issue pertains to the activation of the Knox Platform for Enterprise (KPE) license failed / pending status on some of your Samsung devices - namely the A127F and A137F. 

Sadly, when or how frequently the OEM check for the ELM/KPE license state is not under the agent's control and you would need to open a case with the Samsung Knox Platform for Enterprise (KPE) team to get more information on that side of things.

Please let me know if you have any further questions relating to this or if this has answered your query, please mark it as 'solutioned' and proceed to open the case with SOTI Support. 

Kind regards, 
Technical Support | SOTI Inc. |1.905.624.9828 | Log a Case Webform | SOTI.net | LinkedIn | 

SOTI SYNC

See you in Munich. 

IM
Ian Mulhall
2 years ago

Hi Support,

Our agent looking after our case mentioned this yesterday and that agent 15.3.3.1066 was being released,

We upgraded a few devices this morning but still have the issue

L
LCRMOD@SOTI
2 years ago

Good evening Ian, 

Sadly that agent did not resolve this issue for Android Enterprise Fully Managed devices. 

The agent has opened a Jira and it is currently waiting further investigation from our development team. 

We will keep our eye out for a possible workaround in the mean time and if we have any possible solutions that may work for your instance, we will reach out to the agent working on your case and they will proceed to test it with you. 

Kind regards, 
Technical Support | SOTI Inc. |1.905.624.9828 | Log a Case Webform | SOTI.net | LinkedIn | 

SOTI SYNC

See you in Munich. 

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