Android install stuck at "Receiving subscription info..."

[Mr_Biggles]

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

[Flood and Flood's wife]

16 hours ago, Mr_Biggles said:

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.

Hello @Mr_Biggles, Derek, 

Welcome!

We're not sure what: "The app installs from the link I sent to his WhatsApp account from the app on my phone.", means, but, it's not as per documentation (see Resource at the bottom of our reply), so please don't do it, having said that, (ioo) it's not the root-cause of the issues - KNOX combined with KSK is a TOTAL pain in the ar*e! We've never had so much trouble with KSK since the new KNOX requirements came in..?

The following are the screens (you) *should* see when the first Activate step shows:

         

      

      

 

 

?Note: we have not shown the screens that show *AFTER* selecting Sign into My Kaspersky & or Create a new account & You can now give the device back to your child - at the point (you) sign in - the KSK app needs to synchronize with (your) My Kaspersky account (ioo) you don't need screen-prints for this?

Please share the outcome with the Community? 

Thank you?
Flood?+?

Resource:

Get started on Android

Edited May 11, 2023 by Flood and Flood's wife
uploading 13 images, server keeps crapping out, grass grows faster?

[Mr_Biggles]

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

[Flood and Flood's wife]

31 minutes ago, Mr_Biggles said:

I get as far as the third screen in your post. When I click the "Activate" button, it sticks at "Receiving subscription info...". 

Hello @Mr_Biggles, Derek, 

You're most welcome!

• Re: WhatsApp, no apology necessary, thank you for the detail - now we 'get it', it's all kosher & definitely not the RC!!

1. Confirm the Android OS version, refer: https://support.kaspersky.com/common/diagnostics/15026? 
2. Are all the latest updates applied to the Android OS? 
3. Confirm there's no other 'Child monitoring' software on the Android? 
4. Has there *ever* been any 'Child monitoring' software on the Android? 
5. Is Data or Wifi being used when KSK is being installed? 
6. Can (you) sign into (your) MyKaspersky account, from a Google browser & then sign *out* of the MyKaspersky account on that Android phone? 
7. Has the Android been Rooted, had Administrative control enabled? 
8. Is KSK Premium or Trial or Free - may seem like a dumb question - given the "Receiving subscription info..." message, but we do have a reason for asking?? 
9. Has the SIM CARD been removed with Data & Wifi disabled & the Android powered OFF & left OFF for 5 minutes? 

Thank you?
Flood?+?

Edited May 11, 2023 by Flood and Flood's wife
modified 6. & 8. || Added additional Q. 2 || added 9

[Mr_Biggles]

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

[Flood and Flood's wife]

On 5/12/2023 at 1:01 PM, Mr_Biggles said:

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.

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). 

9. Has the SIM CARD been removed with Data & Wifi disabled & the Android powered OFF & left OFF for 5 minutes? 

10. There are 3 apps listed under Device Admin Apps in the settings: KSK, Find My Device, Screen Lock Service.

Hello @Mr_Biggles, Derek, 

You're most welcome!

Thank you for posting back! 

• Sorry for the delay, we've put together responses to your replies, *however* referring specifically to point 10: "There are 3 apps listed under Device Admin Apps in the settings: KSK, Find My Device, Screen Lock Service"  & (your) initial post: "Trying to install the Android app on my son's Galaxy S7"

A. Are (you) absolutely certain KSK is not fully installed *already*? 

1. Android, Oreo: Version 8.0, is no longer supported by Samsung/Google, is it possible to update to version 9? 

2/3. Definitely Google parental controls uninstalled / disabled at the moment & while this is being sorted out. OFF the top of our heads, we can't remember the compatibility issues between KSK & GPC so it's easier to get rid of it & worry about it later if you are desperate to use it. 

6. Admin control is the same as Rooted (& or Developer options) - reference: How do I turn on the Developer Options menu on my Samsung Galaxy device? IF (you've) never enabled Admin & (your) son hasn't, then it's probably not enabled, but please check? 

7. How much Memory is available?

8. How much Storage is available? 

9. ?Has the SIM CARD been removed with Data & Wifi disabled & the Android powered OFF & left OFF for 5 minutes??

11. In Phone, Settings, select Apps, select KSK, select Storage, select Manage storage - take a screen print & post back please? 

Thank you?
Flood?+?

Edited May 13, 2023 by Flood and Flood's wife
added link

[Mr_Biggles]

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

 

[Flood and Flood's wife]

17 minutes ago, Mr_Biggles said:

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!

Hello @Mr_Biggles, Derek, 

You're so very welcome, absolutely no need to apologize - none whatsoever.

Thank you for posting back & the clarifications. 

For the record, if you're missing something *simple* or not, then so are we...?

Let's start re-numbering again from 1. 

1. Don't worry about updating unless it's a commercially available update. 
2. *Memory storage* is low - a Factory reset would help this.
3. (You've) confirmed there's no conflicting apps/software installed? 
4. The last check we put, Step 11. shows KSK - the *application* is functioning normally, that & what you're saying, that the issue is somewhere in the comms between the app & the MyKaspersky account = you can't open the app, it's effectively non-functional -> ?would (your) son consider a Factory reset of the phone & then installing KSK? 
5. IF the Factory reset & another clean install of KSK, does not work, log the issue with Kaspersky support OR log the issue with Kaspersky support now, your call -> ☢️IF you do decide to do a Factory reset make sure everything is backed up to cloud prior to the reset please?☢️ 
6. IF (you) decided to log the issue, please proceed as follows: Kaspersky Customer Service: https://support.kaspersky.com/b2c#contacts; on the support page, select either Chat or Email, then fill in Application malfunction, Other template; please include any screen images of the error & a detailed history. Support may request logs, traces & other data; they will guide you. 

Please share the outcome with the Community, when it's available? 

Thank you?
Flood?+?

[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