Lists of frequently asked questions

No, the device will always play the standard signal on full volume. It is not possible to lower or change it.

The sound signal turns off only when you press the Sound is playing panel on the app main screen. You can do it on the family manager’s as well as the family member’s device. If you have logged in as a family manager, you can turn off the sound on the family member’s device even if it’s locked. If you have logged in as a family member, you have to unlock the device to turn off the sound.

To send an unlock device request

1. On the lock screen, tap Ask to unlock to send a request via push notification. Sending and receiving it requires internet connection.
2. Enter your PIN code or use your fingerprint if you’ve enabled its use in the device settings.

3. Tap Send request.

   After the request is sent, you will see a notification at the bottom of the screen.

To request the device location, you need to press the Device info panel on the app main screen for the family member you need. You can switch between your family members with tabs at the top of the screen.

To locate the family member’s device, it should have internet connection. Moreover, you should grant the corresponding permission on the device. Dr.Web Family Security requests to grant it on the first launch. If for some reason it wasn’t granted, you can grant it in the device settings.

To allow device location tracking

1. Open Device settings > Apps > Permissions > Location. Keep in mind that option names and location might vary depending on device.

   The settings might be protected with a block screen. In this case, enter the family manager’s account password to access them.

2. Select Family Security in the list of apps.
3. Select the Allow option.

Without internet connection, family member’s device cannot receive commands. Internet connection is necessary to transfer data between devices. System requirements for Dr.Web Family Security include working internet connection (see Will I be able to use Dr.Web Family Security on my device?).

If the device is not connected to the internet, all restrictions set earlier will continue to work, but any new restrictions will take effect only after the device will reconnect to the internet. Any commands sent before the device reconnected to the internet, will not be triggered after the reconnection. You will need to send them again.

The family manager’s main screen contains panels for managing family member’s device. Each family member is managed individually. You can switch between your family members with tabs at the top of the screen.

Notifications panel allows you to send up to 100 symbols long notifications to family member’s device.

Erase panel allows you to delete personal data on family member’s device. Personal data include photos, videos, contacts и call log.

Attention! Erased data are impossible to restore.

Lock panel allows you to remotely block all functions of the family member’s device including calls and SMS messages. To unlock the device, family member should send a device unlock request to the family manager. If you suspect that the device has fallen to criminals’ hands, do not unlock it without confirming that the family member has it.

Sound panel allows you to remotely play sound on family member’s device. Sound plays on full volume even if the sound volume on the device is lowered or turned off.

When family member sends an unlock request, the number of attempts to enter PIN code is unlimited. The Send request button will remain unavailable until they enter the correct code.

Before you unlock the device, make sure that it is not in the hands of cybercriminals. Contact your family member to make sure of it. Remember, the family member will not be able to answer a call or message sent to the locked device.

For the commands that you send by tapping panels on the main screen to work, family member’s device should be turned on and connected to the internet. If the device is turned off, you cannot send a command to it.