device not present on android app

[schessa75]

from 2 moths I cannot manage a device (android tablet) from my application installed on android mobile. since 2 moths ago I was able to do it. 

If I login to web my kaspersky, I can manage the device, but from my mobile not.

how can I continue to manage the device also from mobile?

 

thank you

regards

Stefano

[Flood and Flood's wife]

Hello  @schessa75, Stefano,

Welcome!

Please tell us:

1. Android operating system version (check Android, ⚙ Settings, About, or About device, normally scroll to the bottom of the screen)?
2. KSK version? 
3. On Android, is the Parent account installed and enabled? 
4. On Android, do any other KSK features/settings work ?
5. Is KSK Premium or Free version? 

Please post back?

Thank you. 

 

[schessa75]

good afternoon,

my android version is 9.

KSK version is 1.31.0.1610

on tablet (kids) yes parent account is installed and enabled, and also on my (parent) smartphone.

on my KSK (parent) I can manage another device correctly, that is a smartphone of my daughter.

I’ve purchased a premium version, valid until 04 August 2020

thank you

regards

Stefano
 

[Flood and Flood's wife]

Hello  @schessa75, Stefano,

Thank you for replying and the additional information🙏

✅ 1 Parent Android 9. KSK 1.31.0.1610

✅ 2 children, both with Android devices.

🛑 On your Android, using KSK, you’re only able to manage one child🛑

❓1  On your Android, at the top of KSK app, to the right of the children’s names, is there a small black triangle ? 

❓2  On your Android, at the top of KSK app, are there / can you see: two KSK child profiles ?

• On your Android, have you uninstalled KSK, rebooted Android, downloaded and installed a fresh KSK exe? 

Please let me know?

Thank you