Frequently Asked Questions

A: We currently support devices running Windows 10 or macOS 10.13 (High Sierra) or higher.

Unfortunately, we are no longer able to officially provide support for older versions of operating systems. While our software may install successfully, it has only been tested on the above operating system versions, and technical issues may arise with installations on older operating systems.

At this time, we do not offer support for iOS or Android mobile devices.

A: The Computrace module is included as part of the manufacturer’s BIOS firmware image on supported devices. This module can be considered an empty holding cell for a future Home & Office installation. While there is a switch for activation or deactivation in this module on some devices, if the software was never installed, it would be similar to turning a light switch on or off if there is no bulb in the socket – the module has no function without an active software installation present on the machine.

The purpose of this module is to silently restore our software in the event of theft. Once activated, this component will silently “self-heal” our software if an operating system reset or hard drive format is performed. This ensures that your device remains protected and visible to our system even if actions are taken to delete or circumvent our software agent.

Please note that this module is a part of the device manufacturer’s BIOS firmware image and cannot be removed.

A: The persistent self-healing option will only be activated if the manufacturer has included this BIOS persistence module in their firmware. It cannot be added at a later time.

For more information on Computrace compatibility, you may refer to our BIOS & Firmware Compatibility Checker page (https://www.absolute.com/partners/device-compatibility/).

Please note that this list is not exhaustive, as some manufacturers have not updated us on all model lines they have added the module to. You may wish to contact them directly to confirm whether or not they have included the Absolute Computrace persistence module.

A: Unfortunately, Apple has not opened up their firmware to third-party developers to allow for hardware persistence. What this means is that if your laptop is stolen and the hard drive is replaced, or if the operating system is reinstalled, our tracking software will not survive the process and your computer will no longer be traceable.

It is advised that if you are installing Absolute Home & Office on a Mac device, you should password-protect your primary user account and set up a Guest account, which will provide the thief or end user with limited system access and increase the chances of recovery.

A: As long as your device meets the minimum system requirements, you may install Absolute Home & Office. While Absolute Computrace Persistence offers additional security in the event of a theft, it is not required for Absolute Home & Office to protect your device.

• PC System Requirements: Microsoft Windows® 10
• Mac System Requirements: Apple MacOS 10.13 (High Sierra) and above

A: The 1001 error that you are seeing can sometimes occur when attempting to run our install program either from a location which does not allow outgoing internet communication, or when run with incorrect permissions. Please try the following steps to resolve this problem:

1. Connect the laptop to a different internet connection (for example, from a coffee shop that offers free Wi-Fi, or via a mobile broadband Wi-Fi connection on your phone).
2. Visit our login page at https://my.absolute.com and enter your registered email address.
   1. If you do not remember the password on this account, click on the Forgot Password link to have a new temporary password emailed to you.
   2. If you used a temporary password to log in, update to a permanent password.
3. If you have multiple devices, select the correct one from the list.
4. Click on Add Device License.
5. Select the PC or Mac download option.
6. Scroll to the bottom of the Service Agreement and click on I Agree.
7. Run the AbsoluteSetup file once the download has completed.
8. The installer will walk you through the installation steps.
9. (Mac) If you are installing on a Mac, you will be prompted for your Mac Administrator password in order to proceed.

Once installation is complete, you will then be taken your main device page automatically. Please be advised that it may take up to 30 minutes for your device to sync with our Monitoring Center.

A: The 1012 error indicates that this license is already installed on your computer.

You may verify that the software is installed and working correctly by logging into your account at https://my.absolute.com and checking the License Status and Device Status (which should read Active and Protected, respectively) and the last call date, which should be within the last 24 hours.

If reinstallation is required to correct any of the above, please take these steps:

1. Visit our login page at https://my.absolute.com and enter your registered email address.
   1. If you do not remember the password on this account, click on the Forgot Password link to have a new temporary password emailed to you.
   2. If you used a temporary password to log in, update to a permanent password.
2. If you have multiple devices, select the correct one from the list.
3. Click on Remove License.
4. Click on Add Device License.
5. Select the PC or Mac download option.
6. Scroll to the bottom of the Service Agreement and click on I Agree.
7. Run the AbsoluteSetup file once the download has completed.
8. The installer will walk you through the installation steps.
9. (Mac) If you are installing on a Mac, you will be prompted for your Mac Administrator password in order to proceed.

Once installation is complete, you will then be taken your main device page automatically. Please be advised that it may take up to 30 minutes for your device to sync with our Monitoring Center.

If you have recently reinstalled your operating system or restored from a system image, you may be seeing the Absolute Reminder, which is bundled with some default OS images. This installer program may be manually removed by taking the following steps:

1. Open the Control Panel.
2. Select the Uninstall a Program
3. Once the list populates with all of the programs installed on your computer, locate Absolute Reminder (This program may also be called Install LoJack For Laptops or LoJack Factory Installer.)
4. Double-click on these files to remove the factory installer.

A: If you receive error code 1030 during your installation, we recommend that you contact our Global Support Department directly. This error code can indicate one of the many common conflicts that will need to be resolved by our Support team.

A: Error code 1031 indicates that the installation encountered a licensing conflict.  This can either mean that the product license you are trying to install has been previously installed on a different device, or it was installed on the same device but under a different email address.

If you encounter error 1031, we recommend that you contact our Global Support Department directly.  This error will need to be investigated and resolved by our support team.

A: Error code 1032 indicates that the installation encountered a licensing conflict. This can either mean that the product license you are trying to install has been previously installed on a different device, or it was installed on the same device but under a different email address.

If you encounter error 1032, we recommend that you contact our Global Support Department directly.  This error will need to be investigated and resolved by our support team.

A: The 1041 error indicates that something installed on your laptop or your network may be blocking the installer from communicating with our servers. 1041 errors are difficult to troubleshoot, as they are caused by unique factors in your computer’s environment.

Below are some of the more common causes of the 1041 error. You may find that one or more of them apply to you.

• Installations done on a satellite connection will almost always fail with a 1041 error.
• Your router may be configured in such a way that it is blocking traffic to our servers.
• Your installed antivirusfirewall software may be preventing the installation.
• Your company or school network may be blocking outgoing signals.

To troubleshoot, please start by visiting http://search.namequery.com/ and confirming that you see a “Site Under Construction” message. If it times out or reports an error, this indicates that our servers are being blocked by something on your device or network. If you do see the above message but are still encountering error 1041, please contact our Global Support Department directly.

To resolve network problems, we first advise you try your installation on a different internet connection. For example, you can take your laptop to a location with free Wi-Fi such as a coffee shop, or try connecting to a mobile Wi-Fi hotspot. Changing internet connections will typically resolve this error.

If you need to whitelist us (either in your antivirus or other security software, or if you are on a school or company network and must engage your IT department), please contact our Global Support Department directly.

A: The 1072 error that you are seeing indicates that there may be a server issue on our end. We recommend waiting 24 hours for the problem to be resolved and then trying your installation again.

If you have tried everything and are still not having any luck, please contact our Global Support Department directly for further assistance.

A: This error originates from an application called the Absolute Reminder, which is bundled with some default OS images by your vendor. This installer program may be manually removed by taking the following steps:

1. Open the Control Panel.
2. Select the Uninstall a Program
3. Once the list populates with all of the programs installed on your computer, locate Absolute Reminder (This program may also be called Install LoJack For Laptops or LoJack Factory Installer.)
4. Double-click on these files to remove the factory installer.

Once this has been done, we can generate a registration code for you and assist you with a new installation. To do this, we will need proof of purchase showing the original product and license term purchased.

Please contact our Global Support Department directly with this information for further assistance.

A: If you do not see the error code that you’re encountering in the above list, we recommend that you contact our Global Support Department directly for further assistance.

A: Many Absolute Home & Office installation issues can be resolved by connecting to a mobile Wi-Fi hotspot on your phone.

To configure an mobile Wi-Fi hotspot connection, please take these steps:

On Android devices:

1. Navigate to Settings > Network & Internet > Hotspot & Tethering.
2. Tap on Wi-Fi Hotspot.
3. This page will have different options for configuring your hotspot network, including the option to set a Hotspot Name, Password and so on. Complete the configuration and save the hotspot.
4. Please note that different versions of Android may have slightly different phrasing in places. You may need to Google the correct instructions for your specific phone model.

On iOS devices:

1. Navigate to Settings > Cellular > Personal Hotspot.
2. Tap the slider next to Personal Hotspot to On.
3. Tap the slider next to Allow Others To Join.

Once this has been done, you may connect to this new Wi-Fi hotspot on your laptop like you would with any other Wi-Fi connection. Please note that the Hotspot Name, Password, and other details should be listed on your phone in the Hotspot section mentioned above.

A: Absolute Lock is a remote device-locking feature offered with all versions of Absolute Home & Office. Activating this feature will lock the remote device and prevent an end user from accessing the file system or making use of it in any way. An Absolute Lock may be configured to display a user-defined message on-screen.

We recommend that a Lock be deployed in cases where the device is missing but has not necessarily been stolen, or if you are an Absolute Home & Office Basic customer and do not have the option to report a theft.

Please note that we are not able to conduct an investigation while a device has an Absolute Lock deployed. If you wish to open a theft file for a Locked device, you will first need to request an Unlock and that device must call in to complete the Unlock process. It is not possible to open a theft file in our system until the Lock is fully removed.

A: To deploy an Absolute Lock to your registered device, please take the following steps:

1. Visit our login page at https://my.absolute.com and enter your registered email address.
   1. If you do not remember the password on this account, click on the Forgot Password link to have a new temporary password emailed to you.
   2. If you used a temporary password to log in, update to a permanent password.
2. If you have multiple devices, select the correct one from the list.
3. Click on Lock.
4. Enter a lock message to be displayed on your device.
5. Enter your 4-6 number PIN code.
6. Confirm that you understand that the device will need to be unlocked prior to requesting a recovery.
7. Click on Lock Device.

Your Lock request will be deployed the next time the device contacts our Monitoring Center.

A: To remove an Absolute Lock from your registered device, please take the following steps:

1. Visit our login page at https://my.absolute.com and enter your registered email address.
   1. If you do not remember the password on this account, click on the Forgot Password link to have a new temporary password emailed to you.
   2. If you used a temporary password to log in, update to a permanent password.
2. If you have multiple devices, select the correct one from the list.
3. Click on Lock.
4. Enter your 4-6 number PIN code (the same code used when you locked your device).
5. Click on Unlock Device.

Please note that you will need to connect the device to the Internet before it can be unlocked. If you require an immediate unlock of a locked device, please contact our Global Support Department directly.

A: Absolute Erase (Delete) is a remote data-delete feature offered with all versions of Absolute Home & Office. Activating this feature will permanently erase (delete) files from a registered device, protecting your personal information and preventing identity theft. An Absolute Erase may be configured to delete all files from the device, specific folders, or specific file types.

We recommend deploying an Absolute Erase (Delete) in cases where highly sensitive data is at risk. We are not able to conduct a theft investigation while an Erase is in progress.

A: To deploy an Absolute Erase (Delete) on your registered device, please take the following steps:

1. Visit our login page at https://my.absolute.com and enter your registered email address.
   1. If you do not remember the password on this account, click on the Forgot Password link to have a new temporary password emailed to you.
   2. If you used a temporary password to log in, update to a permanent password.
2. If you have multiple devices, select the correct one from the list.
3. Click on Erase.
4. Configure your Data Delete request:
   1. Delete ALL files on the hard drive or SOME
   2. If SOME files, select the hard drive letter or All Drives.
   3. If SOME files, select a specific file type (for example, all image files).
   4. Note that you can combine multiple file types in a single request by clicking on the + New Rule option.
5. Check the box to consent to the request.
6. Enter your 4-6 number PIN code.
7. Click on Delete.

Your Erase (Delete) request will then be deployed the next time the device contacts our Monitoring Center.

Please note that once deployed, an Erase (Delete) is permanent and non-reversible, and deleted files cannot be recovered. Additionally, If your device has been stolen, a theft report cannot be opened and investigation cannot begin until the Erase has been completed on the device.

A: If the registered device has not yet called in, an Absolute Erase (Delete) request status will be listed as Scheduled under the Erase tab within the Customer Center. You may cancel this request by taking the following steps:

1. Visit our login page at https://my.absolute.com and enter your registered email address.
   1. If you do not remember the password on this account, click on the Forgot Password link to have a new temporary password emailed to you.
   2. If you used a temporary password to log in, update to a permanent password.
2. If you have multiple devices, select the correct one from the list.
3. Click on Lock.
4. Under the Action column, click on the –
5. Click on Yes to confirm.
6. The Erase request status will change to Cancelled.

If the device has called in and the Erase (Delete) has been deployed, the status will change to Started. Erase actions which have started cannot be cancelled or reversed and must complete before the device is reimaged or a theft report is filed with us.

A: The Absolute Locate map is displayed on the main device page for each registered device in the Customer Center, and is enabled by default. This map displays the latest location data point for the registered device, based on available data collected directly from available location sensors on your device.

Absolute Locate attempts to determine your device’s location based on a number of related technologies, including GPS, operating system location sensors, and Wi-Fi triangulation.

A: Absolute Locate relies on a number of geolocation sensors and technologies to try and provide the most accurate location possible for your device, including GPS, operating system location sensors, and Wi-Fi triangulation. If a more accurate location technology is not available, we will fall back to the next available technology.

Since most laptops do not have GPS capability, the most commonly available geolocation technology is Wi-Fi triangulation. Absolute Home & Office will first attempt to use Google’s Wi-Fi mapping, and if that is not available, will attempt to triangulate using our own database. If none of these are available, the map will fall back on IP address geolocation, which is much less accurate and does not offer the ability to zoom in.

Please note that Absolute’s Wi-Fi triangulation technology requires that the device is located near other devices that already exist in the database. If you are in a rural or low-density area, this option will most likely not be available.

You may try the following to ensure a more accurate location for your device is reported:

• Verify that your Absolute Home & Office product is calling in:
  • Visit our login page at https://my.absolute.com and enter your registered email address.
  • If you have multiple devices, select the correct one from the list.
  • Confirm that the last call date is recent (within the last 24 hours).

• Wait a few days:
  • It can take some time for Absolute Home & Office to fully access all available location sensors and start reporting their data. In the meantime, only IP address geolocation may be available, which is known to be less accurate.

• Verify that your operating system location sensors are set to allow location sharing:
  • (Windows 10): Navigate to Start > Settings > Privacy > Location and ensure that Location for This Device is set to On. Click on Default Location, Set Let Maps Access Your Precise Location to Yes, search for the most common address of this device, click on Set Default Location, and select the device’s address.
  • (macOS 10.15.x): Navigate to Apple Menu > System Preferences > Security & Privacy > Privacy > Location Services and ensure that Enable Location Services is checked. Click on System Services and ensure that all options are checked (the last option to show the location icon in the menu bar is optional). You may be required to click the Lock icon and enter your Mac Administrator password to make these changes.

• Try connecting the device to a different network temporarily:
  • This could be a free Wi-Fi connection like a coffee shop or public library, or a Wi-Fi hotspot on your mobile phone.
  • Once connected, leave the device online for at least 15 minutes to ensure that an updated location can be sent.

A: Please note that the Locate map and associated geolocation data are not used in our Recovery process. For more information, please refer to the Recovery section below, or contact our Recovery Support Department directly.

A: The Absolute Notifier is an application shown in the task bar on Windows devices following installation. This application provides quick access to and information about your Absolute Customer Center account. The Notifier is only available for devices running Windows and is not currently available for Mac or Android devices.

Right-clicking on the Absolute Notifier icon brings up a menu with the following options:

• Perform Test Call: This option forces an agent call through from your device to our Monitoring Center.
• Log In: This option opens a browser window at our login page (https://my.absolute.com).
• View Message: This option displays a pop-up window with the latest available promotions.
• Online Help: This option opens the Notifier help page.
• Close: This option will close the Absolute Notifier.

Additionally, the Absolute Notifier will show you the current status of your installed license. A yellow triangle indicates that your subscription is expiring soon. A red circle indicates that the subscription has expired.

In the case of a reported theft, the Absolute Notifier will automatically hide itself and will not appear in the task bar.

A: To uninstall the Absolute Notifier, please take the following steps:

1. Open the Control Panel.
2. Select the Uninstall a Program
3. Locate Absolute Notifier in the list of installed applications.
4. Double-click on the entry to remove the Notifier.

A: If you have uninstalled the Absolute Notifier and wish to reinstall it, you will need to reinstall the entire Home & Office product on this device. To do so, please take these steps:

1. Visit our login page at https://my.absolute.com and enter your registered email address.
   1. If you do not remember the password on this account, click on the Forgot Password link to have a new temporary password emailed to you.
   2. If you used a temporary password to log in, update to a permanent password.
2. If you have multiple devices, select the correct one from the list.
3. Click on Remove License.
4. Click on Add Device License.
5. Select the PC or Mac download option.
6. Scroll to the bottom of the Service Agreement and click on I Agree.
7. Run the AbsoluteSetup file once the download has completed.
8. The installer will walk you through the installation steps.

Once installation is complete, you will see the Notifier reappear in the task bar. Please note that on some systems, you may need to reboot the device before the Notifier will appear.

A: We track stolen devices based on their internet connection. When a stolen device connects to the Internet, our team of investigators will deploy patented forensic tools to the device to collect evidence and assemble an evidence package. They will then work with law enforcement on an ongoing basis to determine the stolen device’s location, which law enforcement can then retrieve. Finally, we will ship the recovered device back to you.

For more details on this process, you may view our Investigation Services FAQ (https://www.path.absolute.com/resources/absolute-investigations).

A: To report the theft of your device and open a theft file with us, please take the following steps:

1. Report the theft to your local police and obtain a police file number.
   1. Please note that this police file number is required, as we cannot take any action without it.
2. Contact our Theft Reporting Support Department to report the theft over the phone. We offer theft reporting services by phone 24 hours a day, 7 days a week.
   1. Alternately, you may log into your account at https://my.absolute.com and click on the Recover tab to submit an online theft report.
   2. If you are calling from outside of North America, a full list of contact numbers is available at http://homeoffice.absolute.com/en/support/global-telephone-support.

Please note that we will require the following information to open your theft file:

• Police file number
• Name of police department
• Non-emergency phone number for police department
• Date of theft
• Address of theft
• A description of how the theft occurred

A:  There are a number of conditions which must be met in order for a theft report to be filed in our system:

• Absolute Home & Office must be installed on the stolen device. You may confirm this by logging into the Customer Center at https://my.absolute.com.
• The installed product must offer the Recovery option. Please note that Absolute Home & Office Basic does not offer this option.
• The installed license must not be expired. If the license is not renewed before the expiry date, Absolute Home & Office will automatically uninstall itself from the device and we will be unable to assist with recovery.
• A security action such as a Lock or Erase may have been deployed. We cannot recover a stolen device if it has been remotely locked or an Erase is in progress. Please note that if the status for that action reads Pending, you may cancel the action before it is deployed and immediately submit a theft report.
• Required information may be missing. You must complete all starred fields in the ‘Recover’ form before a theft report may be filed.

If you are encountering difficulty submitting a theft file or require additional information, please contact our Global Support Department directly for assistance.

A: Unfortunately, if you have not installed Absolute Home & Office on your device prior to the theft, we are not able to assist. There is no method available for remote installation of Absolute Home & Office.

A: To update a theft file or check on its status, we advise that you contact our Recovery Support Department directly, either by phone or at recovery@absolute.com.

A: We are able to track a stolen device anywhere in the world.

However, as our recovery process relies on the cooperation and resources of local law enforcement, we can only guarantee recovery within guaranteed territories: The United States, Canada, the United Kingdom, and Australia.

A: The Service Guarantee is an option available within the Premium edition of Absolute Home & Office. Under the terms of this option, if a device is stolen and we are not able to recover it within 60 days, you will be eligible for a payment of up to $1,000.

The Service Guarantee is only available with Absolute Home & Office Premium.

For more information on Service Guarantee eligibility, we recommend that you contact our Global Support Department directly, either by phone or at serviceguarantee@absolute.com.

A: In the event of a theft, we will hide the Locate map in the console. The reason for this is that this location data is now considered evidence in an ongoing police investigation and we are prohibited from releasing it to the public. Instead, all device location data is provided directly to law enforcement.