OPERATIONAL DEFECT DATABASE
...
...
'Unable to reach console for license key' error on Samsung devices
Currently it is not possible to enroll a Samsung Android device without the device having access to the external network because during enrollment, the ELM License of the device is needed to be verified by the Samsung Servers, which are located in the external network. Once device enrollment is completed, the devices do not need to reach out to the Samsung Servers again. The ELM license is verified only once during the time of enrollment. If you ensure that the device is connected to the AirWatch Servers using a dedicated APN connection to the internal AirWatch Environment, after enrollment you will still be able to manage the devices using the AirWatch Console. One reason for this error would be if the date/time on the device might be off. Navigate to Settings > Security > Device Administrator and uncheck the Device Administrator option. Then update the timezone on the device to automatic. We do not need to do anything if the time is correct. Make sure that the AirWatch Agent and AirWatch Samsung ELM Service are both on the latest versions.Make sure that the OG where we trying to enroll the device has a valid Group ID.Try enrolling (if an enrollment issue) or switching the device to a different network and monitor the behavior.Make sure that KNOX Container if we are not using it. This can be found under Groups & Settings > All Settings > Devices & Users > Android > Agent Settings. The setting we are looking for is Enable Containers.If another network doesn't resolve the issue and it is only affecting a small number of devices, you can try to reset a device to factory settings and re-enroll to verify the behavior.
Click on a version to see all relevant bugs
VMware Integration
Learn more about where this data comes from
Bug Scrub Advisor
Streamline upgrades with automated vendor bug scrubs
BugZero Enterprise
Wish you caught this bug sooner? Get proactive today.
