Unable to locate/lock with Lost Device Protection

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  • Updated 1 year ago
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I have lost an Android mobile phone whilst on holiday. Possibly it has been stolen. I have tried to use the Lost Device Protection to locate/lock/alarm the phone however without success. I have received the following message: "Unable to perform your request because the network connection is currently unavailable on this mobile device. Please try again later.(93002019)." Is there a way to ensure that the phone is locked/wiped when it next connects to the network?
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Posted 3 years ago

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TM_L, Official Rep

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Sorry to hear about your stolen mobile... It is possible to track the location of your tablet only if your tablet was enabled the Lost Device Protection feature of Trend Micro Security and the device's GPS and Data/Wifi have to be turned on.

However, regarding your question, we are afraid that the GPS and Data/Wifi of your stolen mobile might be turned off by someone. This is the reason why you kept receiving this error.The following support page is for your reference:
Protecting your device with Lost Device Protection in Mobile Security for Android 

For the Lost Device Protection features to work properly:
  • Sign into your Google account and Trend Micro account and do not sign out.
  • Do not deactivate Mobile Security in Device administrators.
  • Keep Background data enabled in Accounts & sync.
If you do not have Google account on your mobile device, the Lost Device Protection feature is not available.

Please let us know if you have more questions, and sorry for stolen mobile again.

Trend Micro Home Users Community
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Horrible. Waste of time. I don't have endless time reading your articles because your product doesnt work
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Tom Emmelot, Champion

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Hi Cathy,

I got the same with windows 10 on my wife's Laptop, is updating for the 21 time and still not work so i stop using the Win 10 and put on Dos again.

Kind regards,
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Hi cathy,

We apologize for the inconvenience this has brought to you.

Can you elaborate your problem so that we can provide help to you? You can include screenshots to describe your concern.

We hope to hear soon from you.

Trend Micro Home User Community
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Hello, I am unable to turn on location services on my iPhone 7 plus to enable the Lost Device Protection for some reason. Mobile Security is the only app that doesn't have a switch or option for me to turn on location services. Does anyone know how I can make that option appear?

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Hi seacroc1,

To enable the Lost Device Protection location services for Mobile Security, follow the steps below:
  1. Open your Mobile Security App.
  2. From the main screen, tap Lost Device Protection.
  3. From the Lost Device Protection screen, tap Turn It On Now.
  4. Allow Mobile Security to access your location. Tap Allow.
  5. The Lost Device Protection feature is now enabled.

I hope this works. 

~ Kaye
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Hi Kaye! Thanks for the quick response. Unfortunately, when I press “turn it on now,” it doesn’t search for my location and tells me instead to enable location services for the trend micro mobile security app. It tells me to go to my iPhone settings, then select “privacy,” then “location services,” then choose the mobile security app to “always allow” location services for the app. The problem is once I get to “location services,” all of my apps appear with the exception of the mobile security app. I even tried going into the iPhone settings and selecting the app itself, and there is not option for location services there either. I’m at a loss as to where the option is and if there is another setting that’s causing location services for this app to be hidden. Any ideas?

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Hi, seacroc1.

Sorry for the inconvenience.

Kindly make sure you have the latest version of the Trend Micro Mobile Security app. To do that, kindly reinstall the app.

> After installing, please open the app > go to Settings > Setup Account then sign in using your Trend Micro account
> Please try again and go to "Lost Device Protection" and tap "Turn it Now".
> Make sure to turn on location services for the Trend Micro Mobile Security app

I hope I was able to help.


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