The phone is protected by Knox Cloud Service

David Moore · Dec 7, 2020

I bought a brand new Samsung S8 in 2017 from Verizon Corp. store in the US. I recently moved to Portugal and cracked the glass on my S8, so instead of replacing the glass, I bought a new phone. I was going to use the old S8 to be a TV remote and remote to our sound system. So to remove all the old data on the S8 I decided to perform a Factory reset. This is where you come in. Since my reset, (tried many times) when the phone wakes up, it will immediately go to a Knox Enrollment Site and wants me to log-in to a Corporation in the US (Siteone Landscape Supply Corporate) Knox login. I am baffled how a factory reset in Porto Portugal can be locked into this corporate login???
As stated, this S8 was bought brand new from Verizon!
I have uninstalled and reinstalled firmware, but still have "This phone is protected by Knox Cloud Service" when rebooting.

ocnbrze · Dec 7, 2020

call verizon and see what they say.

David Moore · Dec 7, 2020

They said that they have never heard of Knox or the the company it was corrupted by, call samsung???? Imagine that! I replied that I find it hard to believe!

mikedt · Dec 7, 2020

David Moore said:
I bought a brand new Samsung S8 in 2017 from Verizon Corp. store in the US. I recently moved to Portugal and cracked the glass on my S8, so instead of replacing the glass, I bought a new phone. I was going to use the old S8 to be a TV remote and remote to our sound system. So to remove all the old data on the S8 I decided to perform a Factory reset. This is where you come in. Since my reset, (tried many times) when the phone wakes up, it will immediately go to a Knox Enrollment Site and wants me to log-in to a Corporation in the US (Siteone Landscape Supply Corporate) Knox login. I am baffled how a factory reset in Porto Portugal can be locked into this corporate login???
As stated, this S8 was bought brand new from Verizon!
I have uninstalled and reinstalled firmware, but still have "This phone is protected by Knox Cloud Service" when rebooting.

Could be the supposedly brand new phone was actually a Verizon refurbished customer return? That's the only reason I can think why it's doing what you describe. If you can clear it or not, maybe difficult or impossible?

David Moore · Dec 7, 2020

I bought this S8 the first month or so it was available, I broke the seal on the box inside the verizon store? Seems unlikely.

Dannydet · Dec 7, 2020

https://enterprise.verizon.com/prod...crzfGRpHNQxIyDFjZSjeDqFPgUjoS34RoCFRsQAvD_BwE

Dannydet · Dec 7, 2020

https://www.samsung.com/global/galaxy/what-is/samsung-knox/

David Moore · Dec 7, 2020

Dannydet,
Thanks, that was my thoughts exactly. I replied to Verizon saying that there answer was not plausible, have not hear back.

ocnbrze · Dec 7, 2020

David Moore said:
I have uninstalled and reinstalled firmware, but still have "This phone is protected by Knox Cloud Service" when rebooting.

how did you uninstall firmware? can you take a screenshot of the enrollment screen?

David Moore · Dec 7, 2020

David Moore · Dec 7, 2020

I was pretty new at the factory reset process, so I went to the settings inside the phone and clicked thru the factory reset buttons!

ocnbrze · Dec 7, 2020

on your photos, did you proceed further? looks like there is a drop down menu so you can change it from corporate to something else. just curious as to what the choices are?

David Moore said:
I was pretty new at the factory reset process, so I went to the settings inside the phone and clicked thru the factory reset buttons!

ok a factory reset does not install or uninstall firmware. you can install a firmware update by using a computer and you will need a computer program called odin. you can try https://www.sammobile.com/ to get your firmware. just make sure that you use the correct firmware for your model. trying to install the wrong firmware can screw up your device.

David Moore · Dec 7, 2020

Yes, I opened the drop down, there was corp site, many portal sites and Email edit site. I tried my google and samsung account info in each. All returned a error for mismatched info. Figured since it shows as SiteOne corp site, that I was off base. I tried to contact Siteone several times, vut it seems like they are as frustrated with Verizon as I am. They are no longer Knox customers and may be out of business.

David Moore · Dec 7, 2020

Aa far as the firmware. I downloaded the most recent firmware, and installed via Odin 3.14

David Moore · Dec 7, 2020

screenshots

David Moore · Dec 7, 2020

the screenshots are reversed

ocnbrze · Dec 7, 2020

ok so lets try to get past that screen.

i found this:
https://docs.samsungknox.com/admin/knox-mobile-enrollment/kbas/kba-360041247934.htm

at the very bottom you can try the "first time enrollment" and see what happens after that.

David Moore · Dec 7, 2020

To be a little more informative. I originally did a factory reset, thinking that it would only return my phone to the original newest format with out all of the apps that I had downloaded over the last year couple of years. After that is when I discovered the problem. I have tried many things and researched how to try and reinstall the firmware. Also checked if the Knox fuse has been broken, but from the boot screen it shows as the warranty is still valid. So somehow this phone is stuck in-between the enterprise Verizon set-up and private ownership?

David Moore · Dec 7, 2020

Thanks ONBRZE, I tried that and if does not allow me to register. I have tried Knox suport, samsung support and version support. Also I tried to contact the tech department at Siteone Landscape and they all point to the others. It has ben a complete Rukic cube. That is part of the reason that I turned to the forum to find smarter people than myself to help.

pwaibler · Apr 14, 2021

Hi David, I realise that this is an old thread, but did you ever find a solution to this? Having the exact same issue...

David Moore · Apr 14, 2021

Thanks for the reply. Because of covid in Europe, we came back to the US and I visited Samsung, Verizon and several phone repair facilities. Everyone seems to point the finger at the other guy. Samsung seems to think I am lying, and I bought the phone used or refurbished???? Which I did not! I tried to get some traction from Siteone Landscape, and their tech department does not care that their name is being used to lock private phones. I just hate throwing away a $1000 phone for this reason. One of those companies screwed us over.

The phone is protected by Knox Cloud Service

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