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Help with Phantom account!


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Please, my laptop is blocked and just start with the phantom account, don´t let me change to other administrator user or use the devices to reinstall o connect to internet... was kidnaped by Eset anti theft.  who can help me??? It´s not a problem of windows 10 because I tried all te options.

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  • ESET Staff

Hi @GSFAVILA,

 

Is correct you cannot access other accounts from the Phantom account.

 

The fastest way is contact ESET Support in your country or to who you buy the license.

The not so fast is wait here until some of the Moderators read your thread and help you.

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  • ESET Staff

Hi,

 

it seems that you've set your device as missing, because of phantom account presence...

Go to my.eset.com, set device as normal and phantom account should be hidden.

 

regards

peter

 

EDIT: phantom account will remain, but all other accounts will be reachable as before missing state ;) 

Edited by metaller
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  • 2 weeks later...

I have the same problem.  I was testing the anti theft option by clicking "missing device" on the eset website after that the device restarted and I was logged into the phantom account.

I attempted to restore it to normal by clicking "I recovered my device" but my device did not restart automatically and only the phantom account is displayed at login and I can't log into my real account. The laptop shows "not missing" in the Anti-Theft management portal. I tried marking it as missing again and again then repeated the recovery steps, but it didn't work :(
does anyone know what to do?

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  • ESET Staff

ok.

 

Start the computer and after windows finish loading, close the session.

That will bring you to the list of available accounts on the PC. Then log into yours.

 

Let us know what happen.

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Folks, I have the identical same problem currently on my laptop with the phantom account, and even though I tried reporting my device as not missing a coupla times, I still cannot access my account and folders,

 

Start the computer and after windows finish loading, close the session.

That will bring you to the list of available accounts on the PC. Then log into yours.

 

How do you close the windows session? I tried logging out of the phantom account with no luck?

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  • ESET Staff

Hi,

 

Can you try to boot in safe mode,

and see if can access your normal account to delete the phantom one?

 

Do you try to contact your local ESET Support in your country?

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Hey there,

 

I have contacted local ESET support in Sydney who took this away as they do not know the answer and are yet to get back to me with an answer.

This is a very unpleasant experience I must admit.

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  • 2 weeks later...

Has anyone solved this issue? I'm having the same problem. I marked my device as "no longer missing", but I can't log onto my previous account. When I boot up Windows, it automatically goes straight into the phantom account.

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  • 2 weeks later...
  • Former ESET Employees

These instructions can help you to solve your problem:

1. sing in to your my.eset.com account

2. choose device

3. If you want to revert a device to the normal state, click I recovered my device. Your device will not be marked as missing 

 

!!!!  You have to execute those steps on another device (for example tablet or mobile phone)  !!!!

 

More information are located: http://help.eset.com/antitheft/en-US/device_status.htm

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  • 6 months later...
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