ESET Mobile Security for Android FAQ

KB Solution ID: SOLN2711|Last Revised: July 01, 2014

Issue

  • ESET Mobile Security for Android frequently asked questions
  • SIM Guard is unavailable in your version of ESET Mobile Security for Android

SMS Remote Text Commands

Privacy Policy for App permissions

Solution

  1. How do I install ESET Mobile Security for Android?

    For step-by-step instructions to install ESET Mobile Security for Android, see the following ESET Knowledgebase article:

  2. Where can I get ESET Mobile Security for Android?

    Click a vendor below to get ESET Mobile Security for Android:

  3. I have a current license for an earlier version of ESET Mobile Security for Android—am I eligible for a free upgrade to the new Android product?

    Yes. Users with a valid ESET Mobile Security for Android license are eligible to upgrade to the latest version for free. Follow the upgrade notification instructions on your device or visit the following ESET Knowledgebase article for instructions on upgrading:

  4. I have a Multi-Device Security license—can I install ESET Mobile Security from Amazon.com or Google Play?

    No. Users with  Multi-Device Security license can only activate and install ESET Mobile Security for Android from ESET.com.

  5. What are the new features and benefits in version 3?

    For more information, visit the following Knowledgebase article: What's new in ESET Mobile Security for Android?
     
  6. How do I activate premium features in ESET Mobile Security for Android?

    See the following Knowledgebase article: How do I upgrade ESET Mobile Security from free to premium?
     
  7. Do I need to password protect ESET Mobile Security for Android?

    We highly recommend that you create a password. Creating a password will protect your software from unwanted configuration changes and prevent uninstallation. Most importantly, it will enable many of the remote commands covered in the following questions.

    How do I change my security password in ESET Mobile Security for Android?
     
  8. How many devices can I install ESET Mobile Security on?

    If you purchased ESET Mobile Security through Google Play or Amazon.com, you can install ESET Mobile Security on up to five separate devices using the same account email. If you purchased ESET Mobile Security through the ESET.com online store, you are eligible to install ESET Mobile Security on one device.
     
  9. Can I install ESET Mobile Security for Android on my Rooted device?

    Though it is possible to install ESET Mobile Security for Android on a Rooted device, ESET Customer Care will not provide support for customers with ESET Mobile Security for Android installed on Rooted devices.
     
  10. What are the system requirements? Will ESET Mobile Security for Android work on my mobile device?

    ESET Mobile Security for Android is compatible with all publicly released versions of Android OS version 2.3 and later.

Android 4.4 Kit Kat users

SMS & Call Filter is not functional in the ESET GUI on devices running Android Kit Kat 4.4 due to new SMS/MMS handling on this operating system. Users running Android Kit Kat 4.4 will see messaging that alerts them to this issue.

  1. Will ESET Mobile Security for Android work on my tablet? What about on my Kindle Fire?

    All applicable features and functions of ESET Mobile Security for Android are compatible with tablets running Android version 2.3 and later including Android 3.0 (Honeycomb). Certain phone-specific features will not function on tablets such as Anti-Theft and SMS & Call Filter.

    For more information, refer to the following Knowledgebase article: Will ESET Mobile Security for Android work on my Tablet device?
     
  2. Why is SIM Guard not available in my version of ESET Mobile Security for Android?

    SIM Guard is unavailable on certain CDMA and WCDMA mobile devices. If SIM Guard is not available on your mobile device, this does not represent a security risk.
     
  3. How do I get updates for ESET Mobile Security for Android?

    There are two important types of updates for ESET Mobile Security for Android: version updates and virus signature database updates.

    For ESET Mobile Security purchased through the Google Play Store, virus signature and version updates are automatically downloaded through Google Play Store whenever they become available. For ESET Mobile Security purchased through the Amazon Appstore, virus signature and version updates are automatically downloaded through the Amazon Appstore whenever they become available. View instructions to check for new versions manually.

    All updates to ESET Mobile Security for Android are downloaded using your phone or tablet's data connection. You are responsible for all costs associated with downloading virus signature database updates (data transmission fees, roaming fees, etc, if applicable).
  4. I purchased ESET Mobile Security for Android on ESET.com – can I use the Google Play or Amazon Appstore version?

    At this time, users who purchased on ESET.com cannot use the Google Play or Amazon Appstore versions of ESET Mobile Security.

  5. I purchased ESET Mobile Security for Android from Google Play but can't activate it. What should I do?

    Visit our ESET Mobile Security activation Knowledgebase article to activate your product. You will need your Google wallet transaction email containing your order number and the email account associated with your purchase to complete activation.

  6. What customer support is available for ESET Mobile Security for Android?

    All versions of ESET Mobile Security for Android have in-product contextual help. Tap the question mark (?) at the top of any module to access contextual help specific to that module. Contextual help contains detailed descriptions of the features and functionalities in a given module.

    For additional assistance, tap menu from the ESET Mobile Security for Android main menu and then tap Customer Care. Here you can access the online ESET Knowledgebase or complete a support form to email your issue directly to ESET Customer Care. 
     
  7. Is there a trial version of ESET Mobile Security for Android?

    Yes, a 30-day trial edition of ESET Mobile Security can be activated one time per device. Additionally, there is a Free version of the software available with limited features and functionality.

    For more information, visit the following Knowledgebase article: What's new in ESET Mobile Security for Android.
     
  8. How do I reset my user-defined password?

    You can reset your user-defined password by using a Trusted Friend's phone, which can be defined in the Anti-Theft section. Visit the following article to learn more about this process: How do I add a Trusted friend and use it to reset my password in ESET Mobile Security for Android?
     
  9. What content is deleted using the Remote Wipe feature?

    Using the ESET Remote Wipe feature will delete all contacts, messages, emails, installed applications including app cache, local calendars, user profile, browser history, Android browser bookmarks, your Google account and the SD card content from your phone.
     
  10. Why is there no ESET solution available for Windows Phone and Apple iOS (iPhone, iPad, iPod Touch)?

    Windows Phone and Apple iOS are proprietary operating systems with their own application stores. The only way to install software to your device is through these stores. Publishers verify each application and guarantee it is malware free. The applications from these stores cannot be run in the background, nor can they scan and delete other programs. Additionally, each application runs in its own segment– a sandbox–so that even if there is any malware bundled in with an application, it cannot be installed and spread to other programs.
     

SMS Remote Text Commands

  1. How do I reset my forgotten password?

    To reset a forgotten user-defined password, you must have at least one phone number on your Trusted friends list. Send an SMS to your device, using the Trusted Friend's phone number, in the following syntax:

    eset remote reset

    Your phone will prompt you to enter a new password.
  1. How do I trigger the remote siren feature?

    Send an SMS to your device, using another phone, in the following syntax:

    eset siren password
     
  2. How do I trigger the Remote Wipe feature?

    Warning: Using the ESET Remote Wipe feature will delete all contacts, messages, emails, installed applications including app cache, your Google account and the SD card content from your phone. Remote wipe is only intended for use in situations where your phone has been lost or stolen.

    Send an SMS to your device, using another phone, in the following syntax:

    eset wipe
    password

    Replace password with your user-defined password.
     
  3. Will the Remote Wipe feature delete my Google contacts or other information synced to my phone?

    Warning: Using the ESET Remote Wipe feature will delete all contacts, messages, emails, installed applications, your Google account and the SD card content from your phone. Remote wipe is only intended for use in situations where your phone has been lost or stolen.

    No. Remote Wipe will delete all data and settings stored on the phone and microSD card. Any server-side information (Google contacts, etc) will be recovered when you re-sync that account to your phone.

  4. How do I trigger the Remote Lock feature?

    Send an SMS to your phone, using another phone, in the following syntax:

    eset lock password

    Replace password with your user-defined password. Your phone will be locked and require your user-defined password to access the phone.
     
  5. How do I trigger the Remote Find GPS feature?

    Send an SMS to your phone, using another phone, in the following syntax:

    eset find password

    Replace password with your user-defined password. You will receive an SMS with GPS coordinates and a link to the Google maps showing the exact location of your phone. In order to receive the GPS coordinates, the GPS module on your phone has to be activated in advance.

 

Privacy Policy for App permissions

ESET does not use these permissions for data collection or marketing purposes. To protect your personal information and your Android device’s resources, ESET Mobile Security for Android needs to first have access to your device functions and in some cases control over them. For detailed explanations of what each type of permission is used for, see the table below.

To see the permissions given to ESET Mobile Security for Android after installation, follow these steps:

  1. Tap Settings Apps (or Manage Applications) to open your device (in some cases, Menu Settings).
     
  2. Tap ESET Mobile Security to view the application’s specific permissions.
App permissions title Google Play description Mobile Security & Antivirus usage
In-app purchases Make purchases within the app Allows you to upgrade from the Free to Premium version of the app
Your messages Edit your text messages (SMS or MMS), read your text messages (SMS or MMS), receive text messages (MMS), receive text messages (SMS), send SMS messages
  • Allows access your and SMS logs to allow SMS Filter and to block text messages from your SMS history
  • Used by ESET to monitor for commands such as lost password or when your device is marked as missing
Other Application UI  Draw over other apps Used to enable the lockscreen when your device is marked as missing
Bookmarks and History  Read your Web bookmarks and history, write web bookmarks and history 
  • Allows access your web browser history and bookmarks to activate the Wipe command to delete this data from your device if marked as missing
  • Anti-Phishing analyzes URLs in your browsing history to determine if they are unsafe, and to protect against malicious websites attempting to acquire your sensitive information
System Tools  Delete all app cache data  Used for Remote Wipe feature when your device is marking as missing
Your location  Precise location (GPS and network-based)  The app retrieves the location of your device to provide you its location when you mark it as missing and request it from an authorized device or from my.eset.com
Your applications information  Retrieve running apps 
  • Apps Audit feature allows you to see the permission levels of all your installed apps and which information they can access
  • The Detection of Potentially Unwanted Apps feature uncovers apps that may do harm by exploiting your device data or functions
  • The app collects names of files and applications on your device each time a scan is performed and uses this to provide you with information about potentially undesirable and harmful applications on your device
Your personal information Add or modify calendar events and send email to guests without owners’ knowledge, modify your own contact card, read calendar events plus confidential information, read your own contact card 
  • Allows access to the calendar to delete it from your device when you activate the Wipe command
  • If you use the SMS or Call Filter features, the app will access or collect the contacts on your device to allow you to block calls and text messages from specific contacts
Network communication  Connect and disconnect from Wi-Fi, full network access  Device Monitoring checks for turned on data or call roaming, the Wi-Fi you are connected to, or the available memory
Phone calls  Directly call phone numbers, read phone status and identify, reroute outgoing calls  For the features Call Filter, Group Blocking and Block Last Caller, the app accesses your phone settings to block incoming calls from contacts that you have previously chosen to block and to modify the audio settings to increase the device volume if you use the Siren command
Your social information  Modify your contacts, read call log, read your contacts, write call log  For the features SMS Filter and Call Filter, the app accesses your contacts, call logs and SMS logs to allow you to block calls and text messages from your call and SMS history
Storage  Read the contents of your USB storage  The app accesses your SD card contents to scan for malware
Your accounts Add or remove accounts Allows the Remote Wipe feature to remove personal accounts from the device when marked as missing
Lock screen Disable your screen lock Used to secure the lockscreen when your device is marked as missing
Storage Modify or delete the contents of your USB storage Remote Wipe feature to delete all your contacts, messages, removable memory card data and personal contents from the SD card in the device when you use the Wipe command
Affects Battery  Prevent tablet from sleeping  For functions or remote commands that run in the background regardless of whether the device is sleeping or not (for example, Remote Wipe, GPS Tracking, Scheduled scan etc.)
Your applications information  Run at startup  The app collects names of files and applications on your device each time a scan is performed and uses this to provide you with information about potentially undesirable and harmful applications
Network communication  View Wi-Fi connections, view network connections  The app determines if you are online when an Anti-Theft command is sent (Lock, Find, Siren, and Wipe) and allows you to save on data services by downloading virus signature database definitions and/or product updates on Wi-Fi connection only
Your accounts  Find accounts on the device  Basic user data so you can sign in to your accounts 

 

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