Frequently Asked Questions

A: The Absolute module in the BIOS is a default option on many new devices, and is included as part of the manufacturer’s BIOS firmware image.  This module can be considered an empty holding cell for a future Absolute installation, but it remains dormant until the owner of the device purchases, downloads and installs one of our products onto that computer.  While there is a switch for activation or deactivation in this module, 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 the tracking software in the case of theft and a hard drive format.  In other words, when our software is installed on the computer, it will “self-heal” back onto the hard drive if the software is ever removed.  Please refer to our BIOS Compatibility website for a list of devices which include this module, available at http://www.absolute.com/en/partners/bios-compatibility.

Please note that this module is under the jurisdiction of the manufacturer, as it is a part of their default BIOS firmware image, and cannot be removed.

A: The persistence option for our software is built into the BIOS of the device at the time of manufacture, and will only be activated if the manufacturer has included this BIOS persistence module.  You may check the compatibility list for the feature at the following site: http://www.absolute.com/en/partners/bios-compatibility.

Please note that this list is not complete, as some manufacturers have not updated us on all model lines they have added the module to. You may wish to contact your manufacturer directly to confirm whether or not they included the Absolute BIOS module. Additionally, once our software has been installed, our Global Support Department will be able to confirm whether or not this feature is available and has been activated on your specific device.

A: Unfortunately, Apple has not opened up their BIOS to third-party developers to allow for software 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 we will no longer be able to track and recover your device.

We recommend setting up a Guest account on the device, which will provide the thief with limited system access and increase the chances of recovery.

We recommend that you contact Apple for more information on setting up a Guest account.

A: For laptops, as long as the device meets the minimum system requirements, you may install Absolute Home & Office.  While BIOS persistence offers additional security in case of theft, it is not required for Absolute Home & Office to install and protect your device.

*  PC System Requirements: Windows 7, 8, 8.1 and 10 (32 & 64-bit)
Windows Vista (32 & 64-bit)
*  Mac System Requirements: Mac OS X v10.9 or higher.

A: The 1001 error that you are seeing can sometimes occur when attempting to run the 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).
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. Enter or confirm your registration code when prompted.
4. Select the PC Download option.
5. Scroll through the service agreement and choose ‘I Agree’.
6. When prompted to run or save the file AbsoluteSetup.exe, choose ‘Save’.
7. Locate the file AbsoluteSetup.exe on your computer.
8. Right-click on the file and select the option ‘Run as administrator’.
9. Complete the installation.

A: The 1012 error that you are seeing indicates that this license is already installed.  However, as we may not currently be receiving a signal, we recommend that you reinstall the software to resolve the issue.  To do this, 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 the ‘More’ button.
4. Click on ‘Uninstall’ and ‘Yes’ to confirm.

(You may disregard the notice that your license is inactive.)

5. Click on ‘Install’.
6. Select the PC or Mac download option.
7. Scroll to the bottom of the Service Agreement and click on ‘I Agree’.
8. Run the AbsoluteSetup file once the download has completed.
9. The installer will walk you through the installation steps.

A: The 1021 error that you are seeing means that the root user is not currently enabled, or you have not logged in with the root user account.  To resolve this problem, please try taking the following steps to enable the root user (Mac OS X 10.7 or higher):

1. Connect your computer with a cable directly to your broadband modem (if possible).
2. Ensure that all third-party antivirus and firewall programs are temporarily disabled.
3. From your desktop, open the Apple menu and choose ‘System Preferences’.
4. Open the View menu and choose ‘Users & Groups’.
5. Click the lock icon and enter your administrator password.
6. Click on ‘Login Options’.
7. Click on ‘Edit’ or ‘Join’ in the bottom right.
8. Click on the ‘Open Directory Utility’ button.
9. Click on the lock icon and enter your administrator password.
10. From the Edit menu, choose ‘Enable Root User’ (if this says ‘Disable Root User’, this means that the root user is already enabled.  Please leave it enabled.)
11. If you are prompted to create a new password, please do so.
12. Close any windows that you have opened.

Once you have enabled the root user, you will then need to log in as root:

1. From your desktop, open the Apple menu and choose ‘Log Out’.
2. If you are logging in from a list of usernames with pictures, choose ‘Other’.
3. In the name field, type: root
4. In the password field, type in the password you created in step #11 above.

Once you have logged in as root, you may try the installation again.  To do this, please log into your account at https://my.absolute.com, click on the ‘More’ button, and then select ‘Install’.

After your installation has completed, you may disable the root user by taking steps 1-10 above and selecting ‘Disable Root User’.

Please note that installations done from the Apple Store will always fail to go through.  This will also be the case if you are using a satellite internet connection.

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 a number of common conflicts which 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 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 is blocking the installer from sending out a signal over the internet.  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.

1. Installations done on a satellite or cell modem internet connection will always fail.
   • If this is the case you will need to try a different internet connection.
2. Your router may be configured in such a way as to block our signals.
   • Try connecting the laptop directly to your modem, bypassing the router completely.
3. While you may have disabled your antivirusfirewall software, it may still be running in resident memory.
   • You may need to completely uninstall your antivirus software, or speak to the makers of that software to determine how to whitelist our software.
4. You may have Covenant Eyes or a VPN installed on your computer.
   • We recommend that you uninstall Covenant Eyes or QQ through the Control Panel, as this program will universally block our software from installing or operating.
5. Your company or school network may be blocking outgoing signals.
   • You will need to speak to the IT administrator and ask them to whitelist our software as per #3 above.
   • You may also wish to try a different internet connection.

We recommend taking the laptop to a different location with free wi-fi (for example, a local coffee shop or public library) and trying the installation again from there.  Changing internet connections will typically resolve this error.

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

A: The 1072 error that you are seeing indicates that there is 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: The 2099 error occurs when the manufacturer of the device includes an out-of-date factory installer for our software called the Absolute Reminder.  Resolving this problem involves manually removing this out-of-date installer and then generating a registration code for you to install the software directly from our website.

To begin with, please take the following steps to manually remove the factory installer:

1. Open the Control Panel.
2. Select the ‘Uninstall a Program’ option.
3. Once the list populates with all of the programs installed on your computer, locate “Absolute Reminder”.
   1. This program may also be called “Install Absolute LoJack” or “LoJack Factory Installer”.
4. Double-click on any of the above 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: Data Delete is a remote data-delete feature offered with all versions of Absolute Home & Office.  Activating this feature will permanently erase files from a registered device, protecting your personal information and preventing identity theft.  A Data Delete may be configured to delete all files from the device, specific folders, or specific file types.

We recommend deploying Data Delete in cases where highly-sensitive data is at risk. We are not able to conduct a theft investigation while a Data Delete is in progress.

A: To deploy a Data 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 the ‘Delete’ tab.
4. Configure your Data Delete request:
   1. Delete ALL files on the hard drive or SOME files.
   2. If SOME files, select the hard drive letter or ‘All Drives’.
   3. If SOME files, select:
      1. All folders and subfolders on the selected drive,
      2. A specific file on the drive (not including subfolders), or

• A selected file type (for example, all image files).

5. Enter your 4-6 number PIN code.
6. Click on ‘Delete’.

Your Data Delete request will be deployed the next time the device contacts our Monitoring Center.  If the device is not in a stolen state, this will occur every 24.5 hours.  If the device has been stolen, this call-in period is escalated to once every 15 minutes.

Please note that a deployed Data Delete is permanent and non-reversible.  If your device has been stolen, a theft report cannot be opened and investigation cannot begin until the Data Delete has been completed on the device.

A: If the registered device has not yet called in, a Data Delete request status will be listed as ‘Scheduled’ under the Delete 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 the ‘Delete’ tab.
4. Under the ‘Action’ column, click on the ‘-‘ button.
5. Click on ‘Yes’ to confirm.
6. The Delete request status will change to ‘Cancelled’.

If the device has called in and the Data Delete has been deployed, the status will change to ‘Started’.  Data Delete actions which have started cannot be cancelled and must complete before the device is reimaged or a theft report is filed with Absolute.

A: Device Freeze 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.  A Data Delete may be configured to display a user-defined message on-screen.

We recommend that a Device Freeze be deployed in cases where the device is missing but has not necessarily been stolen.  We are not able to conduct an investigation while a device is locked with Device Freeze.

A: To deploy a Device Freeze 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 the ‘Lock’ tab.
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 Device Freeze request will be deployed the next time the device contacts our Monitoring Center.  If the device is not in a stolen state, this will occur ever 24.5 hours.  If the device has been stolen, this call-in period is escalated to once every 15 minutes.

Please note that if your device has been stolen, a theft report cannot be opened and an investigation cannot begin until the Device Freeze has been fully removed from the device.

A:  To remove a Device Freeze 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 the ‘Lock’ tab.
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, and a device unlock may take up to 24.5 hours to go through.  If you require an immediate unlock of a locked device, we recommend that you contact our Global Support Department directly for assistance.

A: The Geolocation map is displayed on the main device page for each registered device in the Customer Center. This map displays the latest location data point for the registered device, based on available data.

The Geolocation map is enabled by default, but if you would like to turn it off or on, you may 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 the ‘More’ button.
4. Click on the ‘Enable Locate’ (or ‘Disable Locate’) button.

Please note that the Geolocation map is an optional feature, and it may be enabled or disabled at your preference without affecting the protection of your registered device.

For more information on Geolocation, please take a look at our Locate FAQ.

A: Our Geolocation map attempts to determine your location based on a number of sources, including IP address location, GPS data, internal operating system sensors and locator services, and Wi-Fi triangulation.  In the event that one or more sources are unavailable, Geolocation will fall back on IP address location, which is universally available but is unfortunately the least accurate option.

Inaccurate locations are most common immediately following an installation or reinstallation, and will typically self-correct over time as our software gathers more location data.

It is important to note that regardless of the Geolocation map’s accuracy, we do not use it in our recovery process. We have specific post-theft recovery tools which may only legally be deployed once we are a part of a police investigation. Our investigation team makes use of patented forensic and diagnostic tools which allow them to determine the identity of the thief or end user, and this evidence is provided to law enforcement so that they may act on it. This process is described in more detail in the Recovery section.

A: The Absolute Notifier is a program shown in the taskbar on Windows devices which provides quick access to and information about your Absolute Customer Center.  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 load.

A: The Absolute Notifier is installed during your Absolute Home & Office product installation, but it is peripheral and not required for continued protection of the registered device. You may feel free to uninstall it without impacting Absolute Home & Office.

To uninstall the Absolute Notifier, please take these steps:

1. Open the Control Panel.
2. Select the ‘Uninstall a Program’ option.
3. Once the list populates with all of the programs installed on your computer, locate “Absolute Notifier”.
4. Double-click to remove the Notifier.

A: We track the computer via its internet connection. When the stolen computer connects to the internet with we begin to collect evidence which can help lead the police to the location of your computer. For a more details on the process, view the entire Investigation Services FAQ.

A: If you are a Absolute Home & Office customer with an active subscription installed and your laptop, smartphone or tablet has been stolen, you must complete the following steps:

1. Report the theft to local law enforcement as soon as possible.
2. Report the theft to Absolute by logging into your account, clicking on the ‘Recover’ tab, and completing the required fields.

If you are unable to log into your account, you may report the theft to us by phone instead.

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

1. Absolute Home & Office must be installed on the stolen device. You may confirm this by logging into your account and checking that the device status reads ‘Calling’. You should also confirm that the listed serial number matches that of the stolen device.
2. The installed product must offer the Recovery option. Please note that Absolute Home & Office BASIC does not offer this option.
3. 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.
4. A Device Freeze or Data Delete may have been deployed. We cannot recover a stolen device if it has been remotely locked or a Data Delete is in progress. Please note that if the status for action reads ‘Pending’, you may cancel the action before it is deployed and immediately submit a theft report.

If a Device Freeze has been deployed, you may request an unlock from the ‘Lock’ tab in your account, but you must wait for that device to call in and unlock before a theft report may be filed. If a Data Delete has been deployed, you must wait for the Delete status to read ‘Completed’ before a theft report may be filed.

5. 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: Please refer to Theft File Status Definitions for more information on the status that is shown on your theft file.

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 the local police, 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 with the Premium edition of Absolute Home & Office. Under the terms of this option, if a registered device is stolen and we are not able to recover it within 60 days, you will be eligible for a payment of up to ]
,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 Service Guarantee department directly, either by phone or at serviceguarantee@absolute.com.