When trying to activate Samsung DeX feature after connecting S8/S8+ with Samsung DeX station, only screen mirroring mode starts with message pop-up about “Can’t start Samsung DeX”. It seems that connection between S8/S8+ and monitor through HDMI cable may be normal. Why is this?

Last Update date : 2017.05.19





Sorry for your inconvenience.


At that time please check whether your S8/S8+ is the device configured by *KCC(Knox

Customization Configurator).


We have been notified that Samsung DeX feature may not work properly on limited S8/S8+

devices configured by KCC due to some restriction functions of KCC.


* KCC(Knox Custom Configuration): a cloud-based service(solution) that configures bulk devices’

setting  for B2B customer’s business needs



To check this, on Apps screen

     1. Tap Settings




     2. Tap About phone and tap Software information. Then, check if Knox Customization

          menu exists.







S8 configured by KCC




General S8



If the menu appears, your S8/S8+ is the device configured by KCC. And, you can use Samsung DeX feature normally if you customize your S8/S8+ with the issue via new released patch version.


To apply the patch,


     3. Access to the URL “custom.samsungknox.com” on device. And, tap NEXT.

     4. Tap FINISH. Then, new patch version is applied.

         If processing is completed, try to activate Samsung DeX feature again.














Contents Satisfaction Survey

Q1. Is this content helpful?

Q2. How satisfied were you with this content?

Q3. Tell us what you think. What could we have done to answer your question better?

Need Service? Service Center Locations

Share this item

Close Share pop-up

Thank you!

We appreciate you filling in this questionnaire and thank you for helping us improve the Samsung.com website.