If a device user visits a Samsung Authorized Service Center (ASC) to repair a device, as part of standard diagnostic and repair process, it will usually require an OS update or factory reset. However, ASC will skip device OS update procedure for Knox E-FOTA enabled devices in the following cases:
- Knox E-FOTA Advanced – Once the client APK is enrolled, a hidden setting will take effect to prevent firmware recovery (e.g. prevent factory reset to take place) and the device will also be identified as an B2B (E-FOTA) enabled device by ASC diagnostic tools such as Fenrir.
- Knox E-FOTA on MDM – The IT admin should set the device to Allow Firmware Recovery or set the Firmware download mode control policy to be disabled from the MDM setting so that Knox E-FOTA enrolled devices will be properly identified as B2B on Fenrir.
In these cases, ASC will be aware as to skip software update and finish the repair process.
However, as part of a component compatibility requirement, if the repair requires the main board to be replaced or a forced factory reset then the device would need to be updated to the latest OS version.