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KSK doesn't unblock device

Loerst

By Loerst
in Kaspersky Safe Kids

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Loerst

Loerst

Posted
Posted

Uh, I have a problem and kindly ask for your help.

Yesterday I blocked a child's phone and when a young lady finally cleaned her room I wanted to unblock her only to find out that I can't! I'm a new user, just bought an app a few days ago so this is the first time I actually blocked her.

When I set "block device" on off it just said "unblocking" but it never does unblock device it just keeps unblocking it...

Phone: Cross Call Trekker-X4

Version of operating system: Android 9, PKQ1.190414.001 (I hope this is it)

Version of KSK: 1.105.0.5

Best regards, B.

 

 

 

Screenshot_20240820-115539.png

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
1 hour ago, Loerst said:

Phone: Cross Call Trekker-X4, OS v Android 9, PKQ1.190414.001, KSK v1.105.0.5

Uh, I have a problem and kindly ask for your help.

Yesterday I blocked a child's phone and when a young lady finally cleaned her room I wanted to unblock her only to find out that I can't!

I'm a new user, just bought an app a few days ago so this is the first time I actually blocked her.

When I set "block device" on off it just said "unblocking" but it never does unblock device it just keeps unblocking it...

 

Hello @Loerst

Welcome!

Ouch, poor kid! 

  • This should not happen. 

IF possible, using *another* device - sign into (your) MyKaspersky account, select the KIDS tab, & toggle OFF  *ALL* main switches - so:
Device use  - OFF
Location monitoring  - OFF
Web activity monitoring  - OFF
App monitoring  - OFF 
Social networks  - OFF

Next, logout of (your) MyKaspersky account & power her mobile OFF, do not turn it ON again at the moment; power OFF (your) mobile, power ON (your) mobile, login, start KSK, power on the child's phone, check IF KSK Block is still Block connecting status? IF 'yes', please proceed to log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts  - on the support page, select either Email or Chat, then fill in the template as: 

  • Android
  • Kaspersky Safe Kids for Android
  • Restrictions and rules do not work properly 
  • please include 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? 
Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
pn
Loerst

Loerst

Posted
  • Author
Posted

Hello @Flood and Flood's wife

thanks for taking time trying to help me. Unfortunately the proposed solution didn't work and child's phone is still blocked. Althought admittedly I don't see it as an end of the world there's my dear daughter who has opposite opinion. 🙂

It seems all the other options are working fine, I can turn on/off all the mentioned switches (as proposed, I did try to do it also on PC via Web browser, connected to MyKaspersky account), it's just the "block device" switch that's causing problems. I did also try to reinstall KSK.

I had an idea to uninstall KSK from my phone, unblock the child's phone via MyKaspersky account on my PC and then reinstall KSK back to my phone that would update from my account and see the child's phone as unblocked. Problem - I can't see "unblock device" option anywhere in web browser? It seems all the other features / reports are there except that unblock button...? Uh, am I missing something...?

Alternatively, is it possible for Kaspersky team to log in in my account and set "block device" setting to off?

I'm no technical expert, just curios - what could possibly prevent that block button to not work properly? Are there some preconditions that need to be met for an unblock to happen?

Best regards, B.

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
2 hours ago, Loerst said:

Unfortunately the proposed solution didn't work and child's phone is still blocked. Although admittedly I don't see it as an end of the world there's my dear daughter who has opposite opinion. 🙂

It seems all the other options are working fine, I can turn on/off all the mentioned switches (as proposed, I did try to do it also on PC via Web browser, connected to MyKaspersky account), it's just the "block device" switch that's causing problems. I did also try to reinstall KSK.

I had an idea to uninstall KSK from my phone, unblock the child's phone via MyKaspersky account on my PC and then reinstall KSK back to my phone that would update from my account and see the child's phone as unblocked. Problem - I can't see "unblock device" option anywhere in web browser? It seems all the other features / reports are there except that unblock button...? Uh, am I missing something...?

Alternatively, is it possible for Kaspersky team to log in in my account and set "block device" setting to off?

I'm no technical expert, just curious - what could possibly prevent that block button to not work properly?

Are there some preconditions that need to be met for an unblock to happen?

Hello @Loerst, 

You're most welcome!

Thank you for posting back & the information!

We understand the *other* options are working fine, the instructions were not designed to 'test' those. 

You're not missing anything.

OTOH, for us, part of what we wrote previously is missing, we're having account issues that have been reported to Admin.

*Certainly uninstall KSK, & clean install* however, IF the issue persists - the KSK data needs to be cleared from KSK, the phone needs to be put in debugging mode & commands run locally on the phone - those commands may differ from phone to phone, as per our previous reply: IF KSK Block is still Block connecting status -> please proceed to log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts  - on the support page, select either Email or Chat, then fill in the template as: 

  • Android
  • Kaspersky Safe Kids for Android
  • Application is crashing/hanging/freezing
  • please include 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? 
Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
Changed template & modified text.
  • 2 weeks later...
Loerst

Loerst

Posted
  • Author
Posted

Just a short feedback that might be useful if there'll be anyone else with the same problem - I formated child's phone and uninstalled KSK from my phone and then reinstalled on two other (!) devices as a parent-child devices (I used my wife's phone and a tablet), unblocked the account, uninstalled from both devices and reinstalled back on original phones (my and child's) and now it works. I have no idea what exactly was the problem and the solution is quite time consuming but it did the trick...

Best regards, B.

  • Thanks 1
  • 4 weeks later...
vigilant dad

vigilant dad

Posted
Posted

@Loerst
<<
Problem - I can't see "unblock device" option anywhere in web browser? It seems all the other features / reports are there except that unblock button...?
>>

I have the same issue. Can't find this block/unblock button on the web version of KSK... 
And I need it, because the KSK app on my phone sometimes works but often doesn't (can't log in).

Also, this blocking and unblocking seems to take an awful lot of time, sometimes half a day, and often involves needing to restart child's phone.

This is why I need to have this manual blocking to be available on both my phone and web version, and would like to have it applied faster:

Since blocking certain apps doesn't work for KSK for iPhone, I found a workaround by just blocking the whole phone, and have added "Always Allowed" apps in the family screen time settings of Apple. So I manually block the whole phone (except for all the apps I added to Always Allowed), and ideally I would be able to block and unblock quickly, from any KSK platform (phone and web).

@Flood and Flood's wife Any chance I overlooked the "Block" button in the webversion (if so, please can you point me in right direction)? If not, then any idea why KSK didn't include this in the web version?
Also, what can I do to make the manual blocking and unblocking faster? (i.e. would it help to have the child's phone with me, or should I restart child's phone before or after (un)blocking (or both)?

Thanks in advance!
 

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
44 minutes ago, vigilant dad said:

@Loerst
<<
Problem - I can't see "unblock device" option anywhere in web browser? It seems all the other features / reports are there except that unblock button...?
>>

I have the same issue. Can't find this block/unblock button on the web version of KSK... 
And I need it, because the KSK app on my phone sometimes works but often doesn't (can't log in).

Also, this blocking and unblocking seems to take an awful lot of time, sometimes half a day, and often involves needing to restart child's phone.

This is why I need to have this manual blocking to be available on both my phone and web version, and would like to have it applied faster:

Since blocking certain apps doesn't work for KSK for iPhone, I found a workaround by just blocking the whole phone, and have added "Always Allowed" apps in the family screen time settings of Apple. So I manually block the whole phone (except for all the apps I added to Always Allowed), and ideally I would be able to block and unblock quickly, from any KSK platform (phone and web).

@Flood and Flood's wife Any chance I overlooked the "Block" button in the web version (if so, please can you point me in right direction)? If not, then any idea why KSK didn't include this in the web version?
Also, what can I do to make the manual blocking and unblocking faster? (i.e. would it help to have the child's phone with me, or should I restart child's phone before or after (un)blocking (or both)?

Hello @vigilant dad, 

Welcome back!

  • There is no Block device option available in the MyKaspersky account, the feature is only available in the app. It's as per the design of the KSK developers. 
  • The information provided is not clear, IF (your) child's device is iOS & was not configured with Screen Time - Block device will not be available, read: Configure the app for your child
  • (ioo) IF using two different parental controls (Apple family screen time & KSK) there's potential for conflict, that may contribute to to delays, once activated KSK blocking / unblocking - should happen almost immediately -> half a day is not normal -> starting & restarting the phone is not required -> you may wish to log the issue with Kaspersky & seek their advice -> Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts  - on the support page, select either Email or Chat, then fill in the template as: 

image.thumb.png.8fee5061806d6bcdd7ac90c36b52154d.png

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
Apple family screen time
Sorincremene

Sorincremene

Posted
Posted

Same problem any solution?

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
33 minutes ago, Sorincremene said:

Same problem any solution?

Hello @Sorincremene, 

Welcome!

You may wish to log the issue with Kaspersky & seek their advice -> Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts.  

Also, (you) may find this guide useful: Read before you create or update a topic!

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋

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