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TroubleshootingAll these queries are applicable to Quick Heal Total Security and Quick Heal Total Security. Intruder detection is not working for devices with pop-up camera.Resolution This issue has been reported with mobile devices supporting the pop-up front camera. Currently, this feature works intermittently on few devices. We are doing our analysis to fix this issue. Once fixed, the customer will automatically get the update within the app as an upgrade. Unable to activate the Anti-theft feature in Quick Heal Total Security app.Resolution To activate the Anti-theft feature, Quick Heal Total Security app needs Do Not Disturb (DND) permission. During the theft event, if your mobile device is in silent mode then the Quick Heal app need the DND permission to add the alarm setting. Now, this issue occurs even after providing the DND permission. This issue occurs only on the devices with Android 8.1 version, where the OS automatically removes the DND permission provided by the user. In order to make this feature work, please upgrade to the latest Android version. Parental Control feature fails to block the websites and URL added as Not Suitable for KidsResolution This issue has been reported specifically on OPPO mobile devices. If you are using an OPPO mobile device and facing similar issue with the Parental Control feature then please share the app log file with our Support team at mobile.support@quickheal.com To download and share the app log files with our Support team, follow these steps: Note: By default, the Enable Debug Logs option is disabled. You must make this option visible. 1. Log on to the Quick Heal app. 2. Tap main menu > Contact Us. 3. On the Contact Us screen, tap the Quick Heal icon 4-5 times. 4. On the new screen, select the Enable Debug Logs check box. 5. Then exit the application and browse the websites you have blocked. But you will still be able to access the website because Parental Control feature is not working. 6. To share the logs with the Support team, tap Share logs in Contact Us screen. Apps remain unlocked even after configuring AppLock settingResolution This issue has been noticed on few mobile devices only when the devices are in Battery Saving mode. To rule out this issue, you must reduce the load on the battery usage by clearing all the background processes from the phone memory. This will help to clear the load on the AppLock setting in the background. This feature works fine when not in Battery Saving mode. If any device force stops\kills any app in the background (to optimize the battery/performance) then some of the Quick Heal app functionality may/may not work.Resolution First, check if there is no battery saver or any optimizer app or third-party battery optimizer in the device. If any battery saver app is found, then white list the Quick Heal app using that app. Some device vendor may display a notification showing permissions used by Quick Heal application and if the permission is revoked, the respective feature will not work.Resolution Many devices show the permissions used by Quick Heal application as notifications. As a user, you must provide permissions so that the respective features work properly. In any case, if the permission is revoked, please provide all the respective permissions and use the features. After sending Anti-theft commands from RDM console, some devices may ask for permission and if the permission is not given then the respective command will not work.Resolution Every Anti-theft command needs your permission to work properly. Make sure to give your permission wherever applicable for the anti-theft feature to work. To give permissions to Anti-theft feature and send commands, follow these steps: 1. Launch Quick Heal app. 2. On Dashboard, tap Anti-Theft. 3. Set PIN if it is not set. 4. If anti-theft is not configured then configure Anti-theft feature by granting all the required permissions. 5. Go to RDM portal and then send the Anti-theft commands.
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