Question:

Device locked and restarting not possible on Knox Guard device

Answer:

The device can be locked when Knox Guard identifies security problem such as illegal rooting or malicious hacking attempts.

Basically there is no warranty for this case but Knox Guard system tries to proceed its security operation. And especially, if the monthly installment payment is overdue, the phone is locked through Knox Guard program.
 

• In this case, there need to pay unpaid monthly installment, the phone is locked with error code 11111 through Knox Guard program.
   
• If you purchased a second-hand phone and don't know about installment program on that phone, please contact the person or place you purchased from to take an action.
   
• It is recommended that purchase from official channel or store.
   

Please note the different title and lock message with error code like 11111 or 22222 or 33333 are shown on the lock screen.

1. Error code 11111 : Customer IT admin can unlock the device through API or Knox Guard portal after checking overdue payment.
    
2. Error code 22222 & 33333 : There is no way to unlock the device. Once this message appears and the device is locked, further use or SW recovery will not be available. Additionally, case caused by such issues with error 22222 & 33333 is not available for repair service. Please contact the channel or seller where you purchased.

Unfortunately, PIN will not be available for these error codes because of the unstable system status by illegal rooting or malicious hacking attempts.

In the event the device has critical security problems by illegal rooting or malicious hacking attempts avoiding Knox Guard control, Knox Guard installed device is not available restarting(powering on).

The device can restart properly after the hard reset (Android recovery mode > select wipe data / factory reset option).

However, please note that the device may be locked after setup up wizard if Knox Guard lock policy was applied by Knox Guard admin.

Path for hard reset (One of following case - varies depending on models)

Restart pressing and holding until seeing Samsung Galaxy logo with

• Volume up + Side button (Bixby or Power button) OR
• Volume up + Side button (Bixby or Power button) + USB cable connected (the latest models)