App going idle

[Piyush]

App is going idle whenever I lock the screen.

While reopening the app, it's again get sync and works properly. 

 

It's installed in Alcatel tab

[Flood and Flood's wife]

52 minutes ago, Piyush said:

1. Alcatel tab 
2. App is going idle whenever I lock the screen. While reopening the app, it's again get sync and works properly. 

Hello @Piyush, 

Welcome!

1. Which Alcatel tab OS version? 
2. Which Kaspersky Safe Kids version is installed on the device? 
3. Is the Alcatel tab the parent mobile or the child's mobile? 
4. Is the issue new or has always existed? 
5. What is the actual impact of *app going idle* when lock screen is engaged, how do you *actually* know KSK is idle?  
6. Has KSK been uninstalled, at the completion of the uninstall, shutdown the phone totally for 5 minutes, then power phone on, log in, download & install a new KSK exe -> configure -recheck the issue? 
7. Is KSK Premium or Free? 

Please post back? 

Thank you?
Flood?+?

[Piyush]

 

1. Alcatel A3A_10_4G, model 8077M, Android ver 9

2. 1.88.0.9

3.Alcatel is child phone. 

4. Issue exists from day 1 of installation. 

5.not getting updates on parent phone. 

6.reinstallation done several times and even done restart of phone .

7.KSK is premium.

 

pls note iam getting all info when I open the app in kids phone . But goes out of sync once tab screen is locked.

 

 

 

 

 

 

 

 

 

[Flood and Flood's wife]

1 hour ago, Piyush said:

5. not getting updates on parent phone. 

6. i am getting *all info* when I open the app in kids phone.

But goes out of sync once tab screen is locked.

Hello @Piyush, 

Thank you for posting back & the information! 

1. For our understanding, IF the child's phone is locked, why do you expect any updates - IF the phone is locked it's not being used - what updates will be sent when a phone is not being used - sorry, can you explain this so we understand please? 
2. When (you) "open the app in kids' phone", is this done still as the child profile? 
3. Take a screen shot of the home screen (not locked screen) of the child's Alcatel - hide any private info before posting, like name, photo, anything personal & post the image please? 
4. Uninstall & reinstall has been done on *both* parent & child phones - please confirm? (we only asked about child's phone above)
5. Do you see a message: Security policy restricts you from stopping this application? 
6. Specifically, what is *all info* - please detail what is being sent so we are very clear?  

Thank you?
Flood?+?

Edited February 19, 2023 by Flood and Flood's wife
Added Q 6.

[Flood and Flood's wife]

Additional @Piyush

Q7. On (your) child's Alcatel, are these two KSK screens 1 & 2 & the icon 3 - active - all the time (apart from when the phone is locked & you cannot see what is or is not active - obviously)? 

Edited February 19, 2023 by Flood and Flood's wife
edited question

[Piyush]

1. Whenever my kid uses the phone, app should start sending info automatically which is not happening. I ve to open the app in kids phone each and every time kid uses phone.

2. I try in parent phone to get update while kid is using phone. But I don't see any update , so I take my kid phone and open the app in kids phone post which I start getting updates.

3. Attached.

4. Done several times at both parent and child phone simultaneously.

5. No security policy restrictions.

6. All info means, location , what app kid is used and all the info is received after opening app in kids phone each time.

7.  1 and 2 is visible when I open the app, but 3 not on screen

Actually whenever kid uses phone , app should also active and should start sending usage details. Why I should open the app each time.

 

---------------------

 

 

1. Alcatel A3A_10_4G, model 8077M, Android ver 9

2. 1.88.0.9

3.Alcatel is child phone. 

4. Issue exists from day 1 of installation. 

5.not getting updates on parent phone. 

6.reinstallation done several times and even done restart of phone .

7.KSK is premium.

 

pls note iam getting all info when I open the app in kids phone . But goes out of sync once tab screen is locked.

 

 

 

 

 

 

 

 

 

[Flood and Flood's wife]

Hello @Piyush, 

Thank you for posting back & the information! 

• To take a screenshot on the Alcatel -> press and hold the Power/lock and Volume down buttons simultaneously.
• In both images at the very top, there's two KSK icons, what are they please? 

1. Confirming, on the Alcatel Home screen, there's one KSK For Parents app screen running & there's no KSK icon in the lower right of the window. 
2. Confirming, IF the Alcatel Lock screen has been engaged, KSK stops sending any data & only resumes when (you) physically activate the KSK app, but that does not mean you have to sign into KSK on the child's phone with the parent profile. 
3. Confirming, there's no:  Security policy restricts you from stopping this application message. 
4. Please log a request with Kaspersky support - on the support page: https://support.kaspersky.com/b2c#contacts, select either Chat or Email, then fill in Application malfunction, Other template; please include screen images & 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? 

Any questions or concerns, please do not hesitate to post back? 

Thank you?
Flood?+?