"Unable to refresh" | "Unable to sound an alarm" error messages appear when using the Refresh feature of the Lost Device Protection of your Mobile Security

  • Solution ID:1115702
  • Last Updated:Sep. 04, 2018 3:31 AM (PST)
  • Applies to:Mobile Security for Android - All;
  • "Unable to refresh" | "Unable to sound an alarm" error messages appear | Refresh feature | Lost Device Protection
You receive either of the following error messages when using the Lost Device Protection feature:


"Unable to refresh [device name]
Unable to receive the location of this device. Please try again."
"Unable to sound an alarm on [device name]
Unable to perform your request because the network connection is currently unavailable on this mobile device. Please try again later. "
This issue happens when the selected mobile device's Wi-Fi is turned-off.

To resolve the issue, do the following:

  1. Get hold of the mobile device you are having issues with.
  2. On your mobile device, go to Settings, then enable Wi-Fi.
  3. On your computer, log in to Lost Device Protection portal.
  4. Select the mobile device, then click Refresh or Alarm.

    This procedure will refresh the mobile device's location or sound the alarm. To stop the alarm, tap the screen of your mobile device.