Android: it's not possible to make a screenshot

[kilaulena]

My son has Safe Kids installed on his Moto G6 with Android 8. When he presses the buttons to make a screenshot the background below the screenshot modal turns white (safe-kids-white), so the resulting screenshot picture is just white too. This doesn’t happen when the app is not installed.

He says that when he tries many many times, sometimes it does not happen.

Can you tell me how to fix this? He’s already [********] that the app is installed anyway, this does not improve it.

 

Moderation Edit : [********]  FYI 

[Flood and Flood's wife]

Hello @kilaulena,

Welcome!

1 Let me know, from the following list, which  screenshot method your son is using:

1. Touch & hold three fingers on the screen ?
2. Press & hold the Power button, then touch Screenshot ?
3. Press & hold Power and Volume Down simultaneously until the screen is captured ? 

2 Also, ask him to test any of the above screenshot methods to see if the “white” image capture happens in all cases?

3 May I have a video of the “white” image capture issue please? 

Please post back?

Thank you🙏

[Berny]

@kilaulena FYI

[kilaulena]

Hello @FLOOD,

thanks for your reply!

He didn’t know about method 1. This one works!

Method 3 does not work on his phone.

Before he used method 2. For completeness, here is a video of the behaviour:

https://imgur.com/a/V2HLpEf

Cheers and thank you!

 

 

[Flood and Flood's wife]

Hello @kilaulena,

You’re very welcome!

Thank you for posting back🙏 , the good video📽  and the additional information👏

• What KSK settings are applied please? 

➡ How to manage the issue?🤔  

If there was another Moto G6 with Android 8 with KSK installed, it would be good to test & see if the same issue could be replicated.

Unfortunately, with the Androids I have I’m unable to replicate. 

For me: 

1. Touch & hold three fingers on the screen - does not work. 
2. Press & hold the Power button, then touch Screenshot - works.
3. Press & hold Power and Volume Down simultaneously until the screen is captured - might work if I was an Octopus, am not, does not work. 

⭕ If, KSK is licensed, you may wish to raise the issue with Kaspersky Technical Support, they may ask for you to install a KSK Debug version, they will ask for an AIDA64, the excellent video and a full history of the issue?

Just a “headsup” @kilaulena, Support’s “solution” may be a factory reset...😞

Please let us know the outcome?

Thank you🙏