Good day to you all, this is my first time posting here.
I have 05 devices, all on the Pro account.
My son’s phone got stolen from his boarding school room this weekend.
I have tried on numerous occasions to lock his phone, activate the alarm as well as enable GPS, but the message always comes back as “command timed out”
I know his phone is off, but does this mean that whomever took it and took the sim card out, that I will not be able to find the phone anymore?
Also, when I try to change the settings on his phone from the PC, it says “changes made successful” but when you go back into the settings, it changed it back to original state, eg. I want to enable GPS as well as lock the phone under “settings”, but it does not allow me to.
I really need to find his phone as we are miles apart and it is our only way of communication.
Please, anyone with ideas as to how to track the phone, can either post here or message me.
To the mod who moved the thread to the right place, Thank you.
How can I contact avast to help out on my issue. I did (The time I created this thread) write them an e-mail using the “contact us” option and it does not allow for a pic to be uploaded, but have had no response from AVAST.
You could try the support ticket route (https://support.avast.com/), but hopefully one of the avast mobile security for android will pick this up soon.
When you get to the above URL, use the login using your my.avast.com email and password before creating a ticket.
@seankoek
When you change the settings from my.avast.com and the page says: changes made successfully, it does NOT necessarily mean that the new settings have also been sent to the phone successfully.
I can tell that for sure because I tried changing web settings while my phone was OFF, and the page said all the same “Device details were successfully changed”.
Anyway, have you tried SMS commands too? Have you received any SMS message from the stolen phone?
Hi, thank you for your reply. Nope, I have not received anything from the phone yet. I know it does work as I have locked my son’s phone on numerous times in the past but that was when he still had it in his possession.
I know his phone is off, but does this mean that whomever took it and took the sim card out, that I will not be able to find the phone anymore?
Well, yes you can with the locate command. But ofcourse the phone must be on for it to work. A sim change doesn't disable avast, nor does a factory reset. In fact avast will lock the phone if it happens.
The phone needs to be on and connected to a (phone)network before it can receive the setting changes.
It doesn’t matter if it is with the original sim or a new one.
Look at it this way:
You write a letter, put it in a envelope and post it.
I can only read your letter after I have received it.