mugshot not working help [MOVED]

[Biscuit]

Hi guys I'm using Samsung s20 ultra 5g can't get my mugshot function to work if I restart my phone the mugshot function appears but when I use it say waiting for results and waiting for response, I have a older phone and the mugshot function works fine any suggestions guys. Tia

[Flood and Flood's wife]

Hello @Biscuit, 

Welcome!

1. After Sent, Waiting for response… what actions do you take? 
2. Has the KIS Mugshot ever worked? 
3. Is the phone currently locked? 
4. Post screen prints of the problem please?
5. Is KIS premium/subscription license or free? 

Please post back?

Thank you🙏

Flood🐳+🐋 ​​​​​​

[Biscuit]

Hi @Flood and Flood's wife flood im a premium user phone not lock i just try the function out last night but couldn't get it to work everything else works fine . Thanks flood

 

[Flood and Flood's wife]

​Hello @Biscuit 
You’re most welcome ☺ !

Thank you for the information👌

1. Does the KIS ALARM work? 
2. Is the phone currently locked? 
3. Has the phone been rebooted, powered off & on? 
4. It appears the sequence you see is: Waiting for response → Could not take mugshot & lock the device, could not load the mugshot →  Waiting for response, is that correct? 
5. What is the OS version of the S20 - (check Phone → Settings → About)? 
6. KIS version? 

Please post back?

Thank you🙏

Flood🐳 + ​​​​​​🐋

​

[Biscuit]

Hi  @Flood and Flood's wife im using Android 10 OneUi 2.5 KIS Version  11.57.4.4190

I have reboot my phone as well it won't load the mugshot saying waiting for a response I've tried everything haha thanks for taking your time out to help me i appreciate it, waiting for technical support but due to covid -19 response time depends on the location that im in.

 

[Flood and Flood's wife]

Hello @Biscuit, 

Thanks for the update👌

• Contact from Tech support should not take more than 48 hours, irrespective of covid. 

1. Which location are you in? 

Please post back?

Thank you🙏

Flood🐳 + ​​​​​​🐋

[Biscuit]

Hi @Flood and Flood's wife thank you for your reply im in Australia, the tech support have forward my inquiry to HQ in Moscow hope can be fix soon ? @Flood and Flood's wife where are u from? Hope u are doing well✌

[Flood and Flood's wife]

Hello @Biscuit, 

Thanks for updating us👌

1. Does the KIS Alarm work? 

Australia has 24hr Kaspersky Technical support via the Kaspersky online web portal & Kaspersky’s Online Chat agents. 

Always remember to select “Send transcript” so you have a record of the Chat.  Note, in the image, ours is greyed out as we’ve not activated the chat.

 

 

Thank you🙏

Flood🐳 + ​​​​​​🐋

[Biscuit]

Hi @Flood and Flood's wife  ill try it thank?

[Wth Wtf]

Its 2024 

[Flood and Flood's wife]

33 minutes ago, Wth Wtf said:

1. It's 2024 

Hello @Wth Wtf, 

Welcome!

1. Yes it is! 
2. Care to share any other information, so we can *try* to assist without consulting a crystal ball or tarot cards? 
3. We can see the phone is locked, do you not know how to unlock it? 
4. ❌WARNING - do not select Disconnect device, the connection to (your) MyKaspersky account will be severed & you will loose all ability to communicate with (your) phone via (your) MyKaspersky account❌

Thank you🙏
Flood🐳+🐋

Edited January 14 by Flood and Flood's wife
added 3. & image from: Where Is My Device, Mugshot & 4.