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Stuck at Granting Permission

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[Permissions & Code Entry Issue FAQ]

Symptom(s): It does not move on the next screen when tapping "Permission".

Q1. The app does not proceed past the permission screen or the 6-digit code entry screen after launching.

    • Ensure that all permissions listed on the Permission page have been granted.

             

    • In the app settings, please ensure that "Appear on top" and "Change system settings" are set to "ON" and "Allowed."

             

    • The app requires access to Samsung Knox servers after permission is granted. If your network does not allow access to Knox servers, this issue may occur.

    • Try switching from WiFi to mobile data(LTE or 5G), or Mobile Hotspot and check if the issue persists.

    • Ensure the app is updated to the latest version and reinstall it if necessary.

    • If the issue persists, check if other users on the same device model are experiencing the same problem.

Q2. What should I do if the issue persists despite granting permissions and reinstalling the app?

    • Check whether the app displays any pop-up messages during installation or execution.

    • If the issue persists, contact support with the following information:

      • Device model and OS version

      • App version number

      • Network type used (WiFi or mobile data)

      • Screenshots or videos showing the issue

Q3. Who should I contact for further assistance?

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