unable to track device usage

[Skywalkie]

I am facing issue that safe kid is unable to track device usage accurately. I am using iPhone to track window 10 desktop. As per screenshot, device is currently used but no data available. For ‘yesterday’, device was used for more than 6hours but report only show 2hrs usage. Please help.

 

[Flood and Flood's wife]

Hello @Skywalkie, 

Welcome!

1. Is this a new problem or has always existed? 
2. On the Windows device, has the Manual settings sync function been used? 
3. On both devices (iOS & Windows), has KSK been uninstalled & clean installed? 
4. Is KSK Premium or Free? 
5. Is any other Kaspersky software installed? 

Please let us know?

Thank you🙏

Flood🐳+🐋

[Skywalkie]

​​​@Flood and Flood's wife ,

Thanks for looking into this issue.

Please see my answer below: 

 

1. Is this a new problem or has always existed? Answer: we had a hard disk crushed and changed a new hard disk. That’s when this issue surfaced.
2. On the Windows device, has the Manual settings sync function been used? Answer: where can I locate this?
3. On both devices (iOS & Windows), has KSK been uninstalled & clean installed? Answer: The 2hrs tracked yesterday was after I uninstalled and reinstalled both iOS and window but the desktop was used more than 2hrs. 
4. Is KSK Premium or Free? Answer: Premium
5. Is any other Kaspersky software installed? Answer: No

[Flood and Flood's wife]

Hello @Skywalkie, 

Thank you for the information👌

Manual settings sync

Make sure you sign out of (your) KSK parent account, after you’ve run the sync.

 

Thank you🙏

Flood🐳+🐋

[Skywalkie]

Hi @Flood and Flood's wife, monitored for 2 days. Seems to be working now. Many thanks for your help.

[Flood and Flood's wife]

Monitored for 2 days. Seems to be working now. Many thanks for your help.

Hello @Skywalkie, 

You’re most welcome☺

Thank you for taking the time to post back!

We’re delighted the issue is resolved🤸

Thank you🙏

Flood🐳+🐋