Cannot Create Intune MDM Workspace on Samsung Note 9

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Abend404-4762 asked Sep 1, '20 JuanLoredo-1945 published Jan 8, '21

Cannot Create Intune MDM Workspace on Samsung Note 9

Note 9- Android 10, Knox 3.4.1

My company has required us to install the Intune MDM in order for us to access our corporate Outlook email.

My phone is encrypted by default, has Samsung Secure Startup enabled and requires a PIN to access.

After I launch Intune, it gets to the 3rd stage of creating a Company Workspace where it deals with encryption.
It stops and gives me the message "Set device PIN to complete encryption" with a link to Resolve.
Selecting the link brings me to System\Biometrics and Security\Secure Startup where I am prompted for my PIN, which I input.
It then reverts back to the \Biometrics and Security screen.
If I switch back to Intune, and hit Continue, it just hits the same error and repeats

I have removed/reinstalled Intune multiple times with same result.

My IT team is out of ideas and I can no longer access my work email.

Any help much appreciated!

mem-intune-enrollment

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Answer 1 · 2020-09-07T01:52:17.037Z

AndyLiu-MSFT answered Sep 7, '20 Abend404-4762 edited Sep 11, '20

@Abend404-4762

To create an online support ticket, you can follow the steps as below:

1 Sign in to Microsoft Endpoint Manager admin center with Intune admin account.
2 Choose Troubleshooting + support - Help and support - Intune.

3 Enter the issue description, and press "Enter", then choose contact support icon.

4 Fill in the info on the web page. After you create the ticket, the support engineer will contact you by phone or email.

If an Answer is helpful, please click "Accept Answer" and upvote it.
Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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RudolphAndrade-7543 · Sep 08, 2020 at 07:13 PM

Hi,

Me having exactly the same problem on my note 9. What reply did you IT get from Microsoft..?

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Answer 2 · 2020-09-02T01:13:23.173Z

AndyLiu-MSFT answered Sep 2, '20

When you installed the Intune Company Portal, and enrolled the Android device, you may see the similar message displayed in the following screenshot. Besides set the device PIN, is there any other message on the screen?

In addition, could you please review the guide by clicking the link below, and make sure you have enabled the device encryption correctly?

Encrypting your Android device

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Answer 3 · 2020-09-03T02:58:18.7Z

Abend404-4762 answered Sep 3, '20 AndyLiu-MSFT commented Sep 3, '20

Here is what I see when it fails. The MDM security settings prevent me from taking a screen shot so I took a picture using another phone. Secure Startup is enabled, using a PIN.

screenhunter-1847.png (295.9 KiB)

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AndyLiu-MSFT · Sep 03, 2020 at 06:41 AM

Just in case, instead of clicking RESOLVE, could you please go to Settings > Lock Screen and Security > Secure Startup, enable it and create a passcode?

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Answer 4 · 2020-09-03T23:59:02.577Z

Abend404-4762 answered Sep 3, '20 AndyLiu-MSFT commented Sep 4, '20

Please see initial post above, Secure Startup is enabled.
However, I have also tried the following-

As you mention instead of hitting Resolve, I switched windows to Biometrics and Security, selected Secure Startup, hit Apply and entered my PIN
The PIN was accepted and it then reverted back to Biometrics and Security
I switched back to Intune, hit Continue and the same error came back

Then

After uninstalling Intune and rebooting, on System\Lock Screen\Screen Lock Type, I changed from PIN to SWIPE
I reinstalled and ran Intune; after completing the first two steps, it stopped at above "Update Device Settings" with same message.
I hit Resolve and changed Screen Lock Type back to PIN and entered my PIN
Unfortunately same result

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AndyLiu-MSFT · Sep 04, 2020 at 01:26 AM

To my knowledge, this issue only occurs on some Android devices encrypt data in ways that are inconsistent with certain Android platform standards. But, Samsung devices should be in the supported devices list.

To take a further investigation on this issue, I would recommend to create an online support ticket. For how to create ticket and upload log, please click the following links.

https://docs.microsoft.com/en-us/mem/intune/fundamentals/get-support
https://docs.microsoft.com/en-us/mem/intune/user-help/send-logs-to-your-it-admin-by-email-android

Plus, to avoid prohibited from accessing Outlook mail before the issue is resolved, you can ask the Intune administrator to exclude your account from the Intune Compliance policy or Conditional Access policy.

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Answer 5 · 2020-09-05T04:22:20.007Z

Abend404-4762 answered Sep 5, '20

Thanks, your response was very helpful.

I followed the instructions and processed the debug log which I believe is uploaded to MS. I never got the option to create an email, possibly because my work Outlook had been disabled by MDM. I did save the Incident IDs.

I provided the link above to my IT team along with the Incident IDs but they seemed completely unfamiliar with the process and how they would go about reaching Intune support about my specific issue.

Can you give me a brief description of the steps they should take?

Thanks!

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Answer 6 · 2020-09-08T19:53:40.533Z

RudolphAndrade-7543 answered Sep 8, '20 JuanLoredo-1945 published Jan 8, '21

Hi @Abend404-4762

Me having exactly the same problem on my note 9. What reply did you IT get from Microsoft..?

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Abend404-4762 · Sep 11, 2020 at 04:03 AM

Waiting for my IT to contact MS.

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JuanLoredo-1945 Abend404-4762 · Jan 08, 2021 at 09:23 PM

was there an update to this? I've a user with the same issue, just wondering before submitting a ticket myself to MS

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