Albo42 1 Posted April 7, 2022 Share Posted April 7, 2022 Good evening While working to help my wife manage her contacts on her phone, I was importing some contacts from SIM to google contacts. some minutes later the phone locked. Despite entering my ESET HOME password, it tells me "Communication failed". ( password was correct) The SIM is online as I can send WHATSApp to it and call the phone, although cannot answer them ! My wife submitted a support case and was advised to change the ESET HOME password. I did this. When I try to unlock the phone it still says "Communication failed" My ESET HOME password works to log into my account. However, my wife's phone is NOT listed as a device. I've used 5 licenses and shows only 4 devices. How on earth can I unlock her phone please? There are two cases logged now; one from my wife #CASE_00338303 and one I've logged #338311. Any help would be very much appreciated. Thank you. Link to comment Share on other sites More sharing options...
Tonyset 4 Posted April 8, 2022 Share Posted April 8, 2022 Hello @Albo42 Hi, have you tried disabling the anti-theft from the eset home and anti-theft page of the connected device ? Settings | ESET HOME | ESET Online Help Regards Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted April 11, 2022 Administrators Share Posted April 11, 2022 It is necessary to not delete the Eset* contact(s) on the SIM card since it's used to identify the SIM. Please follow https://support.eset.com/en/kb2949. Link to comment Share on other sites More sharing options...
Albo42 1 Posted April 12, 2022 Author Share Posted April 12, 2022 Tonyset, I could not disable the Anti theft from the ESET HOME as the device was missing from the list of devices although it said a license was used ! Tonyset 1 Link to comment Share on other sites More sharing options...
Albo42 1 Posted April 12, 2022 Author Share Posted April 12, 2022 Macros, I knew my ESET HOME password and when I attempted to input it said "Communication failed" . I did try to reset password anyway but still the device would return the same error - Communication failed. The phone was on the network and mobile data working as the phone received a phone call and Whatsapp message. An reply to my my wife from the support desk was to try and get the phone into Safemode. Did that and no soon as I was in safemode, the phone rebooted. Tried and tried again. Even when I was in safe mode, I could NOT see the ESET apps. SOLUTION - Clean wipe of phone, and reinstall apps. But, this time, I've NOT enable Antitheft. Can you confirm what you mean by not deleting ESET contacts from SIM ? Want to make sure I understand this fully before re-enabling. Thank you Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted April 12, 2022 Administrators Share Posted April 12, 2022 If you enable the Auto-lock feature in Anti-Theft, a contact ESET* (e.g. ESETf6v9de) will be created on the SIM card for identification of the SIM card. This contact must not be deleted in order for the Auto-lock feature to work. Albo42 1 Link to comment Share on other sites More sharing options...
Albo42 1 Posted April 12, 2022 Author Share Posted April 12, 2022 Marcos , thank you for your prompt reply. Will make a not of that and have a look at that setting. Might have been where the issue started. Thank you Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted April 12, 2022 Administrators Share Posted April 12, 2022 I mean you should keep the contact like this on your SIM card: Link to comment Share on other sites More sharing options...
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