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App Protection locked out

CarlT

I had Free Antivirus and Security suit installed on a Nexus 7.  4.3 update was just installed.  Activating app protection (and downloading the needed software), password was set and verified in two fields and accepted.

Immediatly tried to access setting only to be told the paswsord just entered is not recognized.

No recovery password used so now I am totlay locked out of all settings.

Any ideas? 

:1013064


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  • 0

    Hi CarlT,

    I am aware that this scenario is very unsatisfactory and disappointing for you.

    Unfortunately, the app is designed that way that you cannot get rid of SMSec if you haven't configured a recovery password or a Loss & Theft password.

    If one of these things were activated you would have been able to either use the recovery password or send an 'unprotect' command to the device.

    As both options are not defined, the only possibility would be to perform a factory reset of the device.
    For this reason a warning is displayed when configuring the app protection and not enabling the recovery password.

    According to your descrpition, you have tried to access the settings right after you have defined the password and the app protection password you defined did not work.
    As I am sure you entered it correctly, I would consider this a bug within our software.
    Therefore, I want to ask you if you could tell us what kind of password you have defined?
    Were there any special characters in it? If yes, which one?

    If you could tell me as detailed as possible about your password you have configured, I could forward this to our developers so they can have a look at this.

    This way, we can hopefully prevent other users run into this issue by providing an update for the app as soon as possible if necessary.

    In the end I want to say sorry for the incovenience caused by this and for the late reply.

    Best regards

    Stefan

    :1013186
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  • 0

    Hi CarlT,

    I am aware that this scenario is very unsatisfactory and disappointing for you.

    Unfortunately, the app is designed that way that you cannot get rid of SMSec if you haven't configured a recovery password or a Loss & Theft password.

    If one of these things were activated you would have been able to either use the recovery password or send an 'unprotect' command to the device.

    As both options are not defined, the only possibility would be to perform a factory reset of the device.
    For this reason a warning is displayed when configuring the app protection and not enabling the recovery password.

    According to your descrpition, you have tried to access the settings right after you have defined the password and the app protection password you defined did not work.
    As I am sure you entered it correctly, I would consider this a bug within our software.
    Therefore, I want to ask you if you could tell us what kind of password you have defined?
    Were there any special characters in it? If yes, which one?

    If you could tell me as detailed as possible about your password you have configured, I could forward this to our developers so they can have a look at this.

    This way, we can hopefully prevent other users run into this issue by providing an update for the app as soon as possible if necessary.

    In the end I want to say sorry for the incovenience caused by this and for the late reply.

    Best regards

    Stefan

    :1013186
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