GSFAVILA 0 Posted April 26, 2016 Share Posted April 26, 2016 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. Link to comment Share on other sites More sharing options...
ESET Staff Gonzalo Alvarez 66 Posted May 2, 2016 ESET Staff Share Posted May 2, 2016 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. Link to comment Share on other sites More sharing options...
ESET Staff metaller 49 Posted May 3, 2016 ESET Staff Share Posted May 3, 2016 (edited) 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 May 3, 2016 by metaller Link to comment Share on other sites More sharing options...
ESET Staff Gonzalo Alvarez 66 Posted May 3, 2016 ESET Staff Share Posted May 3, 2016 Hi @GSFAVILA, If you don't have other computer, use a Tablet or Smartphone to use Peter suggestion. Let us know what happen. Link to comment Share on other sites More sharing options...
ms_farnaz 0 Posted May 11, 2016 Share Posted May 11, 2016 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? Link to comment Share on other sites More sharing options...
ESET Staff Gonzalo Alvarez 66 Posted May 17, 2016 ESET Staff Share Posted May 17, 2016 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. Link to comment Share on other sites More sharing options...
manducool 0 Posted May 21, 2016 Share Posted May 21, 2016 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? Link to comment Share on other sites More sharing options...
manducool 0 Posted May 21, 2016 Share Posted May 21, 2016 Has this worked for you guys as I am still waiting? Link to comment Share on other sites More sharing options...
ESET Staff Gonzalo Alvarez 66 Posted May 23, 2016 ESET Staff Share Posted May 23, 2016 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? Link to comment Share on other sites More sharing options...
manducool 0 Posted May 24, 2016 Share Posted May 24, 2016 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. Link to comment Share on other sites More sharing options...
Devon 0 Posted June 6, 2016 Share Posted June 6, 2016 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. Link to comment Share on other sites More sharing options...
ESET Staff Gonzalo Alvarez 66 Posted June 6, 2016 ESET Staff Share Posted June 6, 2016 Hi @Devon, Do you try to close the session?If not, go and enter into the Safe Mode of Windows. enter your account and reboot. Tell me if Windows let you at Accounts logon. Link to comment Share on other sites More sharing options...
Former ESET Employees Katarina 3 Posted June 20, 2016 Former ESET Employees Share Posted June 20, 2016 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 Link to comment Share on other sites More sharing options...
Former ESET Employees Michal Vavrinec 0 Posted January 2, 2017 Former ESET Employees Share Posted January 2, 2017 I had the same issue while testing ESET Anti-Theft. Instructions from ESET Staff are working, but it might take longer time. (for me it was around 40 minutes) Link to comment Share on other sites More sharing options...
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