Anti-Theft features do not work when phone is locked

[ChrisW]

Hi

Trying to get the anti theft feature working on two android phones - Huwawi P20 and OnePlus 6T.  The app is configured as an Admin and has been given the permissions needed from what I can tell, however the lock/locate, mugshot and alarm only seem to work when the devices are unlocked.

 

Any ideas where Im going wrong?

 

 

[Flood and Flood's wife]

Hello @ChrisW, 

Welcome!

(ioo) we don’t actually think you are “going wrong.”

We tested, the commands: Turn on a loud alarm on the device & Lock the device and get its location.

these only get sent if the phone is unlocked, however, we also checked with Kaspersky Technical Support, the Supervisor/SME said, the commands work if the phone is locked or unlocked. 

In our tests, we see the following: 

 

We think “Sent commands will be delivered once your lost device appears online” means, if the device is locked, it’s not “online” despite the fact the network is active/enabled. 

Our tests: if the phone is unlocked the Alarm goes off like a fire siren, it's not even possible to turn the volume down; if the phone is locked, there's no alarm whatsoever.; same for Lock & locate, if the phone is locked the commands don’t go anywhere, to us that means they are waiting for the phone to be “online”.

According to the TS Level one op, he said his Supervisor/SME got the Alarm, even tho the phone was locked…. 

Because there’s confusion, they are escalating to HQ for the experts to answer; as soon as there’s any information, we will update your topic. 

Thank you🙏

Flood🐳+🐋

Controlling your device via My Kaspersky

[Flood and Flood's wife]

Hello @ChrisW, 

Additional information, each of the features notes say “Locks the device. Your device will be locked automatically when located. Only you will be able to unlock the device”, or similar statements, logically, for that to be true, the device must be unlocked to receive the command and lock the device.

Thank you🙏

Flood🐳+🐋

[Flood and Flood's wife]

Hi, Trying to get the anti theft feature working on two android phones - Huwawi P20 and OnePlus 6T.  The app is configured as an Admin and has been given the permissions needed from what I can tell, however the lock/locate, mugshot and alarm only seem to work when the devices are unlocked. Any ideas where I'm going wrong?

Hello @ChrisW, 

Apologies for the long delay, we have been testing on 3 devices & following up with Kaspersky. 

(A) As long as the phone has power, Lock & Locate, Alarm and Data Wipe works fine regardless if the phone is locked or not.

(B) Mugshot, here are the results:

(B1) Phone is unlocked: Mugshot worked and uploaded pictures to My Kaspersky

(B2) Phone is locked: sent command via My Kaspersky, attempted to unlock the phone to simulate actual scenario, failed to unlock phone but Mugshot still worked and uploaded pictures to My Kaspersky

(B3) Phone is locked: Sent command via My Kaspersky, did not attempt to unlock phone, only touched the screen, screen lightens up showing "Device is locked", Mugshot worked and uploaded pictures to My Kaspersky

B4) Phone is locked: Sent command via My Kaspersky, did not attempt to unlock phone, did not touch the screen, phone remains black, Mugshot did not work but as soon as the screen was touched, phone lighted up, Mugshot worked and uploaded pictures to My Kaspersky

If the issues persists, and if you have a Kaspersky Premium license, not Free, log a case with Kaspersky Technical Support, use the template as in our image, but, fill in your phone OS version & KIS version; & because there are 2 phones, add the 2nd phone OS & version & KIS version to the Problem details section. Support will request an Aida64 Report & ask you to install a KIS debug version; they will advise & guide you. IF you can make a video of the problem, it will help the Kaspersky Team understand

 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

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

Thank you🙏

Flood🐳 +🐋 

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