• A connected Android device is not detected by Blancco Mobile Device Eraser
    • Android devices require that the USB debugging feature is enabled. Make sure that the USB debugging is set to ON, otherwise the connection between the PC and the mobile device cannot be established, and the device will not appear in Blancco 5 Mobile user interface.
    • USB debugging can be enabled in device Settings. It depends on the device where the USB debugging option can be found in Settings.
    • In some devices you have to first go to "About phone" and tap the "Build Number" field several times to enable Developer Options. Then the USB debugging can be found in Settings > Developer Options.
    • In some devices the USB debugging can be found in Settings -> Applications -> Development.
    • If you have problems finding the USB debugging option in the device, please see device documentation or contact the manufacturer.
    • In some Huawei devices USB debugging behaves a bit differently to other Android devices. For example with Huawei P7 you can simply set USB mode to “PC Suite (HiSuite)” when connecting the device and this also turns USB debugging ON. If you set USB mode to “USB flash drive” when connecting the device, you have to turn USB debugging ON after connecting.
    • In some LG devices USB mode has to be set to "PTP" for USB debugging to work.
  • Erasure cannot be started for a detected Android device
    • Make sure that the Android device has around 50 MB of free space before starting the erasure. The erasure software needs to be delivered, unpacked and executed in the device’s storage (this is automatically done by Blancco 5 Mobile).
  • An Android device has started erasing and now says that the free space running out
    • Because Android devices are erased by overwriting the whole storage space, it will seem to the device that the free space is filling up. The user should not be alarmed by this.
  • Erasure fails because device storage is full
    • If the device storage is full, the erasure application cannot be installed and therefore the erasure fails
    • The fail reason is shown in the user interface and in report
    • It is possible to free space on the device by performing a factory reset
  • USB debugging pop-up appear on the device during erasure
    • Enable 'Always allow from this computer' checkbox in the USB debugging pop-up on the device
  • Android Device gets stuck in the finalizing phase

    • "Continue waiting": The device state in Blancco Mobile Device Eraser is changed to "Finalizing". If device still hasn’t finished in 2 minutes, it goes back to "Requires attention" state. If it can be seen that the factory reset has been finalized, but on Blancco Mobile Device Eraser side the device is still in finalizing phase, it can be reconnected to get the erasure to finish.
    • "Complete": The erasure is marked as successful. This option should be used if factory reset has completed on the device, but the erasure has not finished on B5M side. The report shows if the user has manually completed erasure: "The user has manually verified factory reset".
      • This feature is available from B5M 2.4.2 onwards.
      • The possibility to manually complete erasure is only available when 'Allow manual verification of factory reset' option is selected in BDME settings. It is disabled by default.
    • "Stop": The erasure is marked as failed and device is removed from UI.
  • IMEI Code is not detected from the device.

    • Some Android devices doesn’t give the complete IMEI when the device is connected.
    • Apple devices doesn’t give the IMEI if the device is in DFU mode.
    • IMEI will be available after the erasure process has been completed.
    • The device doesn’t contain SIM card