Mr_Biggles

Thanks for your latest. Most likely I will do a wipe and reset at this point. It may take me a while to get to that but will post back if and when it happens. Thanks again for all your help. Derek

Thanks for continuing on this. Also, oops because I see I messed up the numbering between your questions and my answers and completely missed #9. I will try to pay better attention! A. Are (you) absolutely certain KSK is not fully installed *already*? The app itself is installed but any time I try to open the app it starts at the same point in the setup page (as shown in my screenshot) and I can't get any further. If I completely uninstall the app and reinstall, it only ever gets as far as previously stated and no further. 1. There is no official update to Android 9 for the phone. It has all of the updates that Samsung made available before dropping support. There are custom ROMs available for it but I always find they lack something in reliability. To me custom ROMS are a balance between reliability and new features. In this case I don't want my son to have to deal with the uncertainty of a custom ROM so this phone is completely stock Samsung. 2/3. Fully uninstalled including the Google Family Link. Google parental controls don't really give you much more than you would expect for a free app/service. In any case if I can get KSK working I won't need them. 6. I understand your terminology now. I have rooted lots of Android phones over the years but this one is completely stock and unrooted. Developer Options were enabled but that is independent of having root access. I have disabled the Developer Options now just in case. 7. There is 1.8GB of 4GB memory available. 8. There is 13.6GB of 32GB storage available on the phone. 9. He has no sim card and no cell service. The only connection the phone has is over wifi. I have disabled wifi and shut the phone off for over 5 minutes. No change. 11. See screenshots. The last one is what I get when I select Manage Storage. Thanks for sticking with this and I'm sorry it has become so involved. I am generally fairly good at dealing with tech problems particularly with Android and Windows. I feel like I am missing something simple in this case but I have no idea what it is! Thanks, Derek

Hi again. Thanks for the follow ups. 1. Android 8.0 2/3. Google parental controls were installed. I have just uninstalled them for what it's worth. Hasn't helped so far. 4. Wifi. He has no data plan 5. Yes I can sign in to my MyKaspersky account from Chrome on his phone 6. Not rooted. I'm a little unclear on Administrative control. His is the only user account on the phone. I do not have an admin account (like I do on his laptop). Is that what you are asking? There are 3 apps listed under Device Admin Apps in the settings: KSK, Find My Device, Screen Lock Service. Let me know if you are looking for something else here. 7. KSK Premium Thanks, Derek

Hi! Thanks for getting back to me so quickly. Sorry for the WhatsApp confusion. The KSK app on my phone gave me three options to install KSK on the child phone: scan the QR code, copy and send a link, or install straight from the Play Store. After installing from the Play Store and getting stuck, I thought maybe the link or QR code might have account specific information. In any case, as you say, that does not seem to be what is causing the problem. I get as far as the third screen in your post. When I click the "Activate" button, it sticks at "Receiving subscription info...". Screenshot below. Thanks, Derek

Hello, Trying to install the Android app on my son's Galaxy S7. The app installs from the link I sent to his WhatsApp account from the app on my phone. Works fine until I get to the step that says Activate the Samsung KNOX license. When I click on the Activate button I get a popup that says "Receiving subscription info..." which never goes away. I have tried installing the app from the Play store instead of the link with the same result. I have also tried uninstalling the app, clearing the phone's cache from recovery and then reinstalling. It gets stuck at the same point. Am I missing a step somewhere? Thanks, Derek