Known issues

Common issues

Kaspersky Safe Kids for Android has the following limitations:

• We do not recommend installing Kaspersky Safe Kids in the child mode on Oppo devices. Installed on Oppo as on a parent's device, the application works correctly.
• Kaspersky Safe Kids is incompatible with Chromebook devices.
• On Android 4, the latest version of Google Play Services must be installed. Otherwise, some features of the Kaspersky Safe Kids may work incorrectly.
• Kaspersky Safe Kids content filtering is not applied to websites that you open from Kaspersky Password Manager.
• In rare cases, it may take some time to activate your subscription. To finish the activation process successfully, make sure the device is connected to the Internet and do not sign out of your My Kaspersky account.
• Kaspersky Safe Kids might not work as intended on devices that use Android Go, due to the technical characteristics of that operating system.

ASUS devices

Kaspersky Safe Kids may have the following issues and solutions on ASUS devices:

• On the ASUS ZenFone 2, Kaspersky Safe Kids may not start after the device is restarted or the app is unloaded from memory. To fix this, allow autostart for Kaspersky Who Calls in the Autostart Manager settings.
• On the devices with Asus Mobile Manager installed, if you configure Kaspersky Safe Kids and then close it from recent apps, Asus Mobile Manager may block autostart of Kaspersky Safe Kids. As a result, Kaspersky Safe Kids will be unable to receive and run commands from My Kaspersky.
• Due to certain firmware features of ASUS devices, issues may arise while entering a password using any layouts but the English one. Language switch does not work in the password field. The issue is known to occur on ASUS ZenFone 6.

  To enter a password in a non-English layout, use one of the following options:

  1. Install a third-party keyboard from Google Play and use it to enter the password.
  2. Enter the password in another application, then copy and paste it into the password input field.

HTC devices

Kaspersky Safe Kids has the following known issues and possible solutions on HTC devices:

Due to certain firmware features of HTC devices, issues may arise while entering a password using any layouts but the English one. Language switch does not work in the password field. The issue is known to occur on HTC M8.

To enter a password in a non-English layout, use one of the following options:

1. Install a third-party keyboard from Google Play and use it to enter the password.
2. Enter the password in another application, then copy and paste it into the password input field.

HUAWEI devices

Kaspersky Safe Kids has the following known issues:

• On some Huawei devices running Android 8, the app may stop working unexpectedly or the autofill enabling button may not work. To resolve these issues, update your OS version to Android 9 or later.
• On a child’s Huawei devices, EMUI version 10.1 or later must be installed for Kaspersky Safe Kids to work correctly.

Lenovo devices

Some steps may be different, depending on the device model and version of the operating system.

Kaspersky Safe Kids may have the following issues and solutions on Lenovo devices:

• The app may be unloaded from device memory by the operating system. To fix this, lock the app in memory.

  How to lock the app in memory

  1. Open Task Manager. For example, hold the right button until a list of all running apps appears.
  2. Find the Kaspersky Safe Kids app.
  3. Tap the lock icon next to the app's name.

     The icon indicates that the app is locked in memory.

Meizu devices

Some steps may be different depending on the device model and version of the operating system.

Kaspersky Safe Kids may have the following issues and solutions on Meizu devices:

• Kaspersky Safe Kids may not work correctly when the device is in the sleep mode. To fix this, go to Settings > Device > Power Management > Energy consumption > Optimization of energy consumption > Sleep mode management and allow Kaspersky Safe Kids to keep working in sleep mode.
• Kaspersky Safe Kids may not start after the device is restarted or the app is unloaded from memory. To fix this, grant Kaspersky Safe Kids permission to autorestart.
• Kaspersky Safe Kids may be unloaded from device memory. For the app to work correctly, lock the app in memory.

  How to lock the app in RAM

  For example: on Meizu M5 Note Flyme 6, go to Security > Permissions > Run in background > Kaspersky Safe Kids > Allow running in background.

• MEIZU PRO 6 PLUS:

  Kaspersky Safe Kids may not get access to permissions on Meizu Pro 6 Plus with Android 6.0.1, in which case the app will not work properly. To fix this issue, please upgrade to Android 7.x. Otherwise, do the following:

  1. Go to Settings > Apps > Kaspersky Safe Kids > Permission management.
  2. Grant all permissions: set permissions to ON or tap a permission name and select Allow from the list.

Nubia devices

Kaspersky Safe Kids has the following known issues and possible solutions on Nubia devices:

• Due to firmware functionality on the Nubia NX 529, the app may not autorun after device restart. We recommend that you add Kaspersky Safe Kids to the apps that can autorun or start the app manually after the device is restarted.

Samsung devices

Some steps may be different, depending on the device model and version of the operating system.

Kaspersky Safe Kids has the following known issues and possible solutions on Samsung devices:

• Due to firmware functionality on the Samsung Galaxy A9, the app may not autorun after device restart. We recommend that you add Kaspersky Safe Kids to the apps that can autorun or start the app manually after the device is restarted.
• Kaspersky Safe Kids might not restart after the device is restarted. To fix this, allow autorestart for Kaspersky Safe Kids. For example, use the Smart Manager app: go to Smart Manager > Memory > Autostart apps and set the Kaspersky Safe Kids switch to ON.
• Due to certain firmware features Samsung devices, issues may arise while entering a password using any layouts but the English one. If accessibility permissions are granted for an application, keyboard layout may be unavailable. The issue is confirmed on Samsung Galaxy S4.

  To enter a password in a non-English layout, use one of the following options:

  • Install a third-party keyboard from Google Play and use it to enter the password.
  • Disable Accessibility permissions for applications and try entering the password again. Disabling Accessibility permissions may affect the applications' work.

XIAOMI devices

Some steps may be different, depending on the device model and version of the operating system.

Kaspersky Safe Kids has the following known issues and possible solutions on XIAOMI devices:

• The app may stop working in background mode, even if it is locked in memory. To fix this, change the app activity control settings in the battery settings.

  For example, on Xiaomi Redmi Note 3 with Android 6.0.1, go to Settings > Battery and Performance > Manage apps battery usage > Choose apps (available if the power saving mode is on) > Kaspersky Safe Kids > No restrictions.

• Kaspersky Safe Kids might not restart after the device is restarted or the app is unloaded from memory. To fix this, go to the device's Security Center and allow autorestart for Kaspersky Safe Kids.
• On devices with the local Chinese version of MIUI firmware (with no pre-installed official version of Google Play services) the Premium version of the app may be unavailable for purchase.

ZTE devices

Some steps may be different, depending on the device model and version of the operating system.

Kaspersky Safe Kids may have the following issues and solutions on ZTE devices:

• The app may not start automatically after the device is restarted or the app is unloaded from device memory. In this case, you should start the app manually.
• The app may be unloaded from device memory by the operating system. To fix this, lock the app in memory.

  How to lock the app in memory

  1. Open Task Manager. For example, hold the middle button until a list of all running apps appears.
  2. Find the Kaspersky Safe Kids app.
  3. Tap the icon next to the app name.

     The icon indicates that the app is locked in memory.

• The app might stop working in background mode even if it is locked in memory. To fix this, change the application control settings in the battery settings.

  For example, on ZTE Blade V7 with Android 6.0, go to Settings > Battery > Battery optimization > All apps > Kaspersky Safe Kids > Don’t optimize.

• Notifications from Kaspersky Safe Kids might not be displayed or might be displayed incorrectly. To fix this, on ZTE blade v7 with Android 6.0, go to Settings > Apps > Kaspersky Safe Kids > Notifications > Treat as priority.