ESET Mobile Security for Android FAQ
KB Solution ID: SOLN2711|Last Revised: February 01, 2013- How do I install ESET Mobile Security for Android?
For step-by-step instructions to install ESET Mobile Security for Android, please see one of the the following version-specific Knowledgebase articles:
• How do I download and install ESET Mobile Security for Android from Google Play?
• How do I download and install ESET Mobile Security for Android purchased on ESET.com on Android OS 2.3.x (Gingerbread) and 4.0 (Ice Cream Sandwich)? - How do I complete setup and resolve the Security Risk warning after installing ESET Mobile Security for Android?
For instructions, refer to the following Knowledgebase article: How do I resolve the Security Risk warning after installing ESET Mobile Security for Android?
- 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.
- What are the system requirements? Will ESET Mobile Security for Android work on my phone?
ESET Mobile Security for Android is compatible with all publicly released versions of Android OS version 2.0 and later.
- Will ESET Mobile Security for Android work on my tablet? What about Android Honeycomb?
All applicable features and functions of ESET Mobile Security for Android are compatible with tablets running Android version 2.0 and later, including Android OS 3.0 (Honeycomb). Certain phone-specific features will not function on tablets.
For more information, please refer to the following Knowledgebase article: Will ESET Mobile Security for Android work on my Tablet device?
- 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 updates.
If you Purchase ESET Mobile Security through the Google Play Store, virus signature and version updates are automatically downloaded through Google Play Store whenever they become available.
If you purchased ESET Mobile Security for Android from ESET.com, visit the following Knowledgebase article for instructions on how to upgrade to the latest version: How do I upgrade ESET Mobile Security for Android purchased from ESET.com to the latest version?
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).
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I purchased ESET Mobile Security for Android on ESET.com, can I use the Google Play version?
At this time users who purchased on ESET.com cannot use the Google Play version of ESET Mobile Security.
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I purchased ESET Mobile Security for Android from Google Play but can't activate it. What should I do?
Visit our ESET Mobile Security for Android from Google Play activation page to activate your product. You will need your Google wallet transaction email containing your order number and the email account associated with your Google Play account to complete activation.
- I purchased the ESET Family Security Pack, how should I download ESET Mobile Security for Android?
Using your mobile device, click here to visit the ESET Family Security Pack download page.
- What customer support is available for ESET Mobile Security for Android?
All versions of ESET Mobile Security for Android have in-product contextual help and full email support. Tap Help at the bottom 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.
To contact Customer Care with a support request from your mobile device, tap Menu from the ESET Mobile Security for Android main menu and then tap Customer Care. Complete the support form and tap Submit to email your issue directly to ESET Customer Care.
North American users: At this time, phone support is only available for customers who purchased ESET Mobile Security for Android on eset.com and not on Google Play.
- I currently have the Beta version of ESET Mobile Security for Android. Can I install the full release over the Beta version?
We do not recommend installing over the Beta version of ESET Mobile Security for Android. Uninstall the Beta version by tapping Uninstall wizard from the ESET Mobile Security main menu, and then download the full version of ESET Mobile Security for Android from Google Play using the instructions from the following Knowledgebase article:
• How do I download and install ESET Mobile Security for Android from Google Play?
- I installed the full release version of ESET Mobile Security for Android over my Beta installation and now I'm experiencing problems with the application. What should I do?
Uninstall the Beta version by tapping Uninstall wizard from the ESET Mobile Security main menu, and then download the full version of ESET Mobile Security for Android from Google Play using the instructions from the following Knowledgebase article:
• How do I download and install ESET Mobile Security for Android from Google Play?
If you are not able to uninstall click here to contact ESET Customer Care.
- Is there a trial version of ESET Mobile Security for Android?
Yes, a trial edition of ESET Mobile Security can be activated one time per device.
- I used the Remote wipe feature to reset my phone, how do I reinstall ESET Mobile Security for Android?
Refer to the following ESET Knowledgebase article: I performed a factory reset on my mobile device - how do I reinstall ESET Mobile Security for Android (purchased from Google Play)?
- What is an .apk file?
Android Package (APK) files are used to install software for your Android phone.
- What is the difference between On-access and On-demand?
On-demand functions require user interaction while On-access functions are executed automatically.
- Will ESET Mobile Security for Android slow down the performance of my phone?
Not noticeably. ESET Mobile Security for Android was developed specifically for phones. All processes and applications are designed and optimized for minimal system requirements.
- 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 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 reset my user-defined password in ESET Mobile Security for Android?
- 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.
- How do I trigger the Remote Wipe feature?
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.
Send an SMS to your device, using another phone, in the following syntax:
eset wipe
Replace password with your user-defined password.
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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.
- How do I trigger the Remote Lock feature?
Send an SMS to your phone, using another phone, in the following syntax:
eset lockpassword
Replace password with your user-defined password.Your phone will be locked and require your user-defined password to access the phone.
- How do I trigger the Remote Find GPS feature?
Send an SMS to your phone, using another phone, in the following syntax:
eset findpassword
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.
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