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Error 13011: Device verification error

An issue has occurred while the device is undergoing the verification process. The device information may not have been entered properly in Custom Configurator or it may have been assigned to the wrong profile.

To troubleshoot

  1. Launch the Custom Configurator console and next to the Device ID column, click the magnifying glass icon.
  2. Enter the IMEI of the device that is experiencing the error. To find the IMEI or serial number of the device, go to Settings > About device > Status.
  3. If the device can’t be found, add the device:
    1. Click Actions > Upload devices.
    2. Under How do you want to add devices? select Add single device using IMEI/serial number.
    3. Enter the IMEI or serial number.
    4. Assign tags to the device as required.
    5. Enter Proof of purchase information and click Upload.
    6. Click the Profiles tab.
    7. Next to the Profile that the device will be enrolled in, click Associate devices.
    8. Select the device you have just added and click Submit.
    9. Go back to the Devices tab. When the status of the device changes to Ready for Customization, try enrolling the device again by factory resetting it and going to https://custom.samsungknox.com on the device browser.
  4. If the device is listed, check that the correct Profile name is associated with that device.
  5. If the device is associated with the wrong profile:
    1. On the Devices tab, next to the device that’s experiencing the error, click on the profile name.
    2. From the left pane, click Devices.
    3. Select the device and click Actions > Unassociate devices. Click Delete to confirm.
    4. Click the Profiles tab.
    5. Find the profile that you want to associate with the device and click Associate devices.
    6. Select the Device ID and click Submit.
  6. If the device ID is listed and it is associated with the correct profile, remove the device:
    1. Go to the Devices tab.
    2. Next to the Device ID column, click on the magnifying glass and enter the IMEI or serial number of the device that is experiencing the error.
    3. Select the device and go to Actions > Delete devices. Click Delete.
  7. Add the device again (See Step 3).
  8. Associate the device with the correct profile (See Steps 5d- 5f).
  9. If the problem persists, contact Samsung.