android app lock easily bypassed

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  • Updated 3 years ago
My 13 yo son found out that if he clicks the app screen before the app lock page appears, it will bring up the app instead of the app lock page, and will allow him to continue using the app, which should be locked down.  So now he can install any app he wants and use it without me knowing until I read the report.  Can this loophole please be closed soon?
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Paul Ulrich

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Posted 3 years ago

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Annelise, Official Rep

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Hello Paul,

Thanks for your post! I apologize for the difficulties you've been experiencing on the Android. In regards to app locking, the opening screen of the locked app will appear, if tapped on, but it immediately should be replaced with the app lock screen that requires the app locking passcode to override the block.  

If this screen is not appearing at all or is easily overridden without the app locking passcode then there is something that is malfunctioning with our app locking feature or our app entirely. 

To better remedy this situation I would suggest contacting our Customer Service, at your earliest convenience, 877.479.1119. We are available Monday-Friday 8am-Midnight EST and Saturday 10am-6pm EST.

Best regards,
Annelise
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Paul Ulrich

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Unfortunately, the App Lock Screen isn't immediate, there is about 1/10th to 1/5th of a second where one can tap on the underlying screen and open the app.  It takes a determined child less than 10 attempts to do hit the sweet spot.  My son goes into the Recent apps mode on his phone to pull up the app and then tap it before the lock screen comes up.  The time lag increases if the phone's processor is being heavily taxed at the time.  
How would calling Customer Service about this help?  Perhaps I should just post a video of him doing this on Youtube so you can see what I mean.  I'm sure it would get a lot of hits. 
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Annelise, Official Rep

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Hello Paul,

We appreciate you bringing this issue to our attention. Is it possible that there is an update available for your son's Android? I ask because after testing this on our in-house Android tablet, running operating system 6.0.1, we were unable to replicate the issue. This does not diminish the severity of the issue you're experiencing. We are just attempting to determine if an upgrade would help in resolving the problem. 

How we work on Android devices is much different than how we work on computers, mainly because we're just like any other application on the Android device. We rely very heavily on the state of the Android and it's processor, so you are correct in that if the processor is older or lags the speed of our lock screen will be affected. An update could remedy this. Also, just out of curiosity how long does your son have access to a locked app before the app lock passcode is required?

Calling into Customer Service would help you in potentially finding a resolve to this issue whether it's that we found an app we have known conflicts with or performing a fresh install. It also gives us enough information about the device, the issue, and troubleshooting methods that were unsuccessful so we can communicate this with our developers. Presently, I do not have enough information to give the developers a place to start in investigating this issue. A phone call where we can get as much information as possible would allow for our developers to begin looking into the issue much quicker than exchanging messages via email or our forum. We hope that we are able to assist you in resolving this issue.

Best regards,
Annelise