Unable to locate/lock with Lost Device Protection

  • 1
  • Question
  • Updated 5 months ago
  • Answered
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?
Photo of j_e_barker3000

j_e_barker3000

  • 70 Points
  • anxious

Posted 2 years ago

  • 1
Photo of TM_L

TM_L, Official Rep

  • 15,740 Points 10k badge 2x thumb
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
(Edited)
Photo of cathy

cathy

  • 60 Points
Horrible. Waste of time. I don't have endless time reading your articles because your product doesnt work
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 18,838 Points 10k badge 2x thumb
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,
Tom
Photo of TM_JK

TM_JK, Employee

  • 2,362 Points 2k badge 2x thumb
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