Incompatible Message

[cabat10]

I'm trying to download the Kaspersky SafeKids onto my child's Lenovo TB-710AF. It is running Android 8.1.0 and seems to meet the device requirements. Google Play is giving me "Your device isn't compatible with this version." All apps and security patches are the latest. Any suggestions?

[Flood and Flood's wife]

1 hour ago, cabat10 said:

1. All apps and security patches are the latest.

• I'm trying to download the Kaspersky Safe Kids onto my child's Lenovo TB-710AF. It is running Android 8.1.0 and seems to meet the device requirements. Google Play is giving me "Your device isn't compatible with this version."

Hello @cabat10, 

Welcome!

1. Are there any OS updates available/outstanding?
2. Post a screen image of the Software information, About phone or About - screen please? 
3. When the phone was first acquired, was the OS cut down? 
4. Does the Google Play: "Your device isn't compatible with this version." message have any extended detail? 
5. Is KSK Premium or Free? 

Please post back? 

Thank you?
Flood?+?

[cabat10]

1. No outstanding OS updates. It is a few years old but is running Android 8.

2. Attached

3. No OS cut down.

4. Attached

5. KSK is active paid subscription.

[Flood and Flood's wife]

1 hour ago, cabat10 said:

• No outstanding OS updates.
• Android 8.1.0
• Image 2: TB-7104F_RF01_180623

Hello @cabat10, 

Thank you for the information & the images!

• IF the software version is: TB-7104F_RF01_180623 (as it shows in the second image), & not TB-710AF, then Lenovo TB-7104F, is on; Google Play supported devices list; if it's TB-710AF, then it's not supported, maybe the info in (your) first post is a typo?
• IF it is TB-7104F, please do the following: 

1. Sign out of the Google account. 
2. Turn Mobile Data OFF.
3. Turn WIFI OFF.
4. In (phone), Settings, go to Apps, find & open Google Play Store. 
5. Select FORCE stop. 
6. Select Disable. 
7. ?Make sure the Google Play Store status changes to Disabled? 
8. Shutdown, power OFF the phone. 
9. Wait, count slowly to 100. 
10. Power ON the phone. 
11. Go back to Google Play Store, select Storage, select Clear Cache. 
12. In Google Play Store, select Clear Data. 
13. Shutdown, power OFF the phone. 
14. Wait, count slowly to 100. 
15. Power ON the phone. 
16. Turn Mobile Data ON
17. Turn WIFI ON (if it's used, otherwise leave OFF). 
18. In (phone), Settings, go to Apps, find & open Google Play Store, go to Kaspersky Safe Kids with GPS, does "Your device isn't compatible with this version." still show? 

Please post back? 

Thank you?
Flood?+?

Edited November 18, 2022 by Flood and Flood's wife

[cabat10]

Sorry for the late reply, this is the first chance I've had to review this.

Less of a typo and more I-shoulda-had-my-reading-glasses-on. It is TB-7104F.

I did the following.

1. Wasn't sure how to sign out of Google account. I can remove the account from the device though if it makes a difference.

2. No mobile data. It operates via Wi-Fi only.

3. Turned Wi-Fi off.

4. Found Google Play.

5. Forced stop.

6. Disabled. It reverted to factory installed version.

7. Confirmed status is Disabled.

8. Shutdown, power off.

9. Waited three minutes.

10. Powered on.

11. Cleared cache.

12. Cleared data.

13. Shutdown, power off.

14 Waited three minutes.

15. Powered on.

16. Mobile data not used.

17. Wi-Fi turned on.

18. Google Play Store enabled.

Found Kaspersky Safe Kids with GPS but it still shows "Your device isn't compatible with this version".

Maybe I should update them to newer tablets...

 

 

[Flood and Flood's wife]

9 hours ago, cabat10 said:

1. TB-7104F.  
2. Still shows "Your device isn't compatible with this version".
3. Maybe I should update them to newer tablets...

Hello @cabat10, 

Welcome back; it's no problem whatsoever & thank you for confirming the version?

Is the "Your device isn't compatible with this version" error happening on more than one device? 

According to Google Play Supported devices database, the device is supported; (ioo), there's no reason to fork out $$ for new devices; in the first instance, it'd be better to please log a case with Kaspersky support, select either Chat or Email, then fill in Application malfunction, Other template, give a detailed history; include screen-print(s); 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?+?

Edited November 26, 2022 by Flood and Flood's wife