GENERAL
• How can I tell if LRTM
is installed on my computer and working?
• Can a thief know that LR is running on my computer?
• Can LR be detected?
• Can LR be removed?
• What happens if a computer's hard drive is removed?
• Can I install LR on more than one computer?
• How do I transfer my copy of the LR software to
a replacement computer?
REQUIREMENTS & COMPATIBILITY
• What are the minimum system requirements for LR?
• Does LR interfere with applications that are in
operation?
• Can LR work with encryption software?
• Can LR co-exist with anti-virus software?
• Can LR co-exist with other software designed to
prevent theft?
• What are the browser requirements of the LR web
site?
CONNECTIVITY
• How often does LR contact the Monitoring Center?
• Can LR work through firewalls (including personal
firewalls) to reach the Internet?
• Can LR work with a DSL or cable Internet service?
• Does LR need a certain ISP to connect to the Monitoring
Center?
• Test calls are taking too long, what should I do?
THEFT & LOSS RECOVERY
• What are the required steps for reporting theft or loss of a computer?
• What should I do once I have filed a report with LR?
• If the recovery is unsuccessful, what are the conditions for the
money back guarantee?
• What is the length of the service period?
• How does the recovery guarantee work?
• I bought my machine a few years ago when it was worth $X. Does
the percentage in the recovery guarantee apply to its original cost?
• My machine was stolen while I was overseas. Can I still apply
for the recovery guarantee?
• My machine was stolen in North America, but was taken overseas
after it was stolen. Can I still apply for the recovery guarantee?
• I have leased machines. Does the recovery guarantee work with
them and if so, how?
• I already have insurance on my machine, why do I need the recovery
guarantee?
• What do I have to do in order to apply for the recovery guarantee?
• I can’t find my original proof of purchase receipt. Is there
any other way for me to prove that the device is mine?
• Why do I have to read and accept the terms and conditions to be
eligible for the recovery guarantee?
GENERAL
Q. How can I tell if LR is installed on my computer and
working?
A. In order to verify LR is installed on
your computer and working you will need to do the following:
Login to the LR web site using your existing user id (e-mail)
and password at https://www.laptopretriever.com/login.asp.
Go into the "Manage Account" section of the site by selecting
that option from the top menu and then select the "View recent calls"
option. If the LR software is working you should be able
to see the details of your ten most recent calls (typically once a day
if your computer is constantly connected to the Internet). You may wish
to perform a test call in order to verify for yourself by selecting the
"Perform a test call" option. Note: The details of a successful
test call should appear in the list of recent calls approximately 15 minutes
after the call has been completed.
Q. Can a thief know that LR is running on my computer?
A. No. As long as you do not keep any information on
LR easily accessible on the computer no one will be able
to know LR is installed.
Q. Can LR be detected?
A. The LR software uses capabilities that
allow it to be silent and invisible and will not be detected by looking
at the disk directory or running a utility that examines the computer's
memory. LR has even been successfully tested with major
anti-virus scanning software to ensure it cannot be detected.
Q. Can LR be removed?
A. The LR software is a low-level utility
that is as tamper resistant as a disk-based utility can be. The software
can only be removed by an authorized user with the correct password so
please be sure the password is stored in a safe location and not on the
protected computer.
Q. What happens if a computer's hard drive is removed?
A. The software resides on a computer's hard drive so
if the drive is removed the computer will no longer be protected and will
not be located if stolen or lost.
Q. Can I install LR on more than one computer?
A. No, the purchase of LR allows the software
to be installed only on one computer that is the computer you initially
registered LR for. Installing LR on multiple
computers is not only a breach of the 'End user license agreement' but
will result with the inability to recover a computer in the event of theft
or loss.
Q. How do I transfer my copy of the LR software
to a replacement computer?
A. If you exchanged your laptop for a new one, you don't
have to worry that the software remained installed on the one you returned.
All you need to do, is transfer your license and reinstall the software
on the replacement computer by following the next several steps:
- Login into the LR web site using your existing user
id (e-mail) and password.
- Select the 'Update license details' option from the menu.
- The 'Protected computer' section will display the details of your
previous computer. To update these details, press the 'Transfer license'
button and provide the serial number and model of your replacement computer.
- Once your license has been updated with the correct details, you
can proceed to install the software on the new computer.
- Select the 'Install/Remove' menu option.
- Click the 'Install' button, this should install the software within
several seconds (depending on your internet connection).
- Once the installation is complete, proceed to the 'Perform test call'
section and perform a test call to verify that the LR
software is operating on your new computer.
- This is it. You can now enjoy the piece of mind of protecting you
new computer against loss or theft.
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REQUIREMENTS & COMPATIBILITY
Q. What are the minimum system requirements for LR?
A. LR Hardware & Operating System Requirements:
486 or faster processor Connection to the Internet Windows XP, Microsoft
Internet Explorer 5.5 or higher
Q. Does LR interfere with applications that are
in operation?
A. No. LR is completely transparent and
does not affect system performance or security.
Q. Can LR work with encryption software?
A. Yes. LR works with file and folder level
encryption solutions. LR is generally not compatible with
full disk encryption products.
Q. Can LR co-exist with anti-virus software?
A. LR has successfully been tested with all major anti-virus
software products, including the latest versions of McAfee VirusScan and
VirusScan ASaP, Norton Anti-Virus, Dr. Solomon Anti-Virus, Sophos Anti-Virus,
Trend Pc Cillin & OfficeScan, Kaspersky™ Anti-Virus and eTrust
EZ Antivirus. However, we recommend that any resident anti-virus software
be disabled before installing LR and then restarted immediately
after the installation is complete.
Q. Can LR co-exist with other software designed
to prevent theft?
A. Other security software applications exist that are
designed to prevent the theft of computers. Each product uses a slightly
different method in an attempt to prevent or recover stolen computers.
LR has been successfully tested with several third party
applications to ensure that no conflicts exist. For documentation on how
to use these applications with LR, click here.
Q. What are the browser requirements of the LR web
site?
A. The LR web site currently supports only
recent versions of the Internet Explorer browser (version 5.5 and above).
The site also requires the default security settings in order to install
and configure the LR software on your computer.
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CONNECTIVITY
Q. How often does LR contact the Monitoring Center?
A. The call frequency is typically set to once daily
and is automatically increased after a computer has been reported as stolen
or lost.
Q. Can LR work through firewalls (including personal firewalls)
to reach the Internet?
A. Yes. It may be necessary to allow LR
Internet access the first time it attempts to contact the Monitoring Server.
Once properly registered with your personal firewall, LR will continue
to communicate with the Monitoring Server.
Q. Can LR work with a DSL or cable Internet service?
A. Yes. LR will work over a dial-up connection
or with any Internet connection (cable or DSL).
Q. Does LR need a certain ISP to connect to the
Monitoring Center?
A. No. LR uses any available IP connection
to reach the Monitoring Center.
Q. Test calls are taking too long, what should I do?
A. In some cases a test call appears to be stuck or taking
to long. This does not necessarily mean that the call to the LR
monitoring server failed or did not complete. If you are experiencing
difficulties in making a test call, please abort the call by pressing
the 'cancel' button and select the 'View recent calls' option. In many
of the cases the call you just performed should appear in the list of
approximately 15 minutes after the call took place.
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THEFT & LOSS RECOVERY
Q. What are the required steps for reporting theft or loss of a computer?
A. In order to report a theft or loss of a computer to
the LR recovery team, you first need to file a report with
the law enforcement authority (police) where the theft (or loss) took
place.
Please make sure you have the details of the authority, the file number
of your case and the agent or department assigned to your file.
Q. What should I do once I have filed a report with LR?
A. Once you file the report with LR you
should receive an e-mail confirmation of your report and will have limited
access to the self-service web site in order to see whether your computer
has contacted the monitoring center.
Rest assured our recovery team will contact you once news on your computer
is available.
Q. If the recovery is unsuccessful, what are the conditions for
the money back guarantee?
A. In order to be eligible for the money back guarantee
on the LR software purchase, the following conditions must
be met:
- A theft report must be submitted with local law enforcement and a
record of this report, including the police file number should be obtained.
- A report of theft or loss must be made to the LR recovery
team within seven (7) days of the police report submission, including
the required details as indicated. The report may be submitted via the
LR website or directly with the recovery team through
fax or phone at 1-604-608-4930 (Please note: This telephone number is
in Canada.).
- The theft or loss must have occurred within the United States, Canada,
or the District of Columbia.
- The agent software must have successfully completed a minimum of one
(1) call event during the thirty (30) days immediately preceding the
date of the customer reporting the theft to the LR recovery
team.
Q. What is the length of the service period?
A. The LR service is three (3) years long
from the date you purchased LR. The start and end dates
of your service term appear in your license.
Q. How does the recovery guarantee work?
A. If your machine is stolen, notify Absolute with the
full details; including the police report file number. Our recovery team
will search for the machine. If after 30 days, we have not located the
machine, we will provide you with the Loss Submission form. This must
be submitted within 30 days, including the proof of payment for your machine
and the recovery service and we will issue a check for the applicable
recovery amount.
Q. I bought my machine a few years ago when it was worth $X. Does
the percentage in the recovery guarantee apply to its original cost?
A. Yes. The percentage applies to the purchase price
of the device, as follows:
- If the date CRI receives the Theft Report is within one year of the
start of the Service Term, CRI will pay the lesser of 90% of the original
proof of purchase price of the Customer Computer (before taxes and excluding
accessories and software) OR $1000.00 dollars.
- If the date CRI receives the Theft Report is after the first anniversary
of the start of the Service Term and before the second anniversary of
such Service Term, CRI will pay the lesser of 80% of the original proof
of purchase price of the Customer Computer (before taxes and excluding
accessories and software) OR $800.00 dollars.
- If the date CRI receives the Theft Report is after the second anniversary
of the start of the Service Term and before the third anniversary of
such Service Term, CRI will pay the lesser of 60% of the original proof
of purchase price of the Customer Computer (before taxes and excluding
accessories and software) OR $600.00 dollars.
- If the date CRI receives the Theft Report is after the third anniversary
of the start of the Service Term and before the end of the Service Term,
CRI will pay the lesser of 40% of the original proof of purchase price
of the Customer Computer (before taxes and excluding accessories and
software) OR $400.00 dollars.
Q. My machine was stolen while I was overseas. Can I still apply
for the recovery guarantee?
A. Unfortunately, the device is not eligible when stolen
outside of North America. However, the device continues to be tracked
and will continue to be monitored and every attempt will be made to recover
it.
Q. My machine was stolen in North America, but was taken overseas after
it was stolen. Can I still apply for the recovery guarantee?
A. Yes, if the point of theft is verified to be within
North America, it is eligible for the recovery guarantee.
Q. I have leased machines. Does the recovery guarantee work with
them and if so, how?
A. Yes - You need to send us your lease agreement as
proof of purchase. If the computer is stolen and not recovered, you would
be responsible for the lease payments. This satisfies the ownership component
of the eligibility requirement for the recovery guarantee.
Q. I already have insurance on my machine, why do I need the recovery
guarantee?
A. The LR recovery guarantee is a warranty
of the recovery service; it is not insurance for your machine. Although
the recovery guarantee payment is based on the purchase price of your
machine, its payment is based on the term of the license at time of theft
report.
Q. Can I make an insurance claim against the device and submit
the recovery guarantee?
A. Yes. The LR recovery guarantee is a
warranty of the recovery service, and as such, is independent of other
forms of protection.
Q. What do I have to do in order to apply for the recovery guarantee?
A. The first thing is to file a theft report within 7
days of discovering that your laptop has been stolen. To qualify for the
recovery guarantee this must not be more than 14 days after the actual
theft. If after 30 days, your machine is not found, you will be provided
with the Submission Form. This must be complete and returned with the
proof of purchase of the machine and the recovery service within 30 days.
Based on validating this information, a check will be sent to you for
the appropriate amount.
Q. I can’t find my original proof of purchase receipt. Is
there any other way for me to prove that the device is mine?
A. The proof of purchase is required to receive a recovery
guarantee payout. Please ensure that you retain the receipts for this
purpose.
Q. Why do I have to read and accept the terms and conditions to
be eligible for the recovery guarantee?
A. Every effort is made to recover a stolen laptop based
on accurate and timely information. It is understood that the value of
having the original laptop and all of its contents intact is of greater
value than simply purchasing a new replacement. In order for us to effectively
act on your behalf in tracking down your stolen laptop it is essential
that we have your cooperation in providing accurate and timely information
that can assist us in its recovery and that you understand given the multiple
variables involved in each theft that there may be limitations to our
ability to recover your stolen laptop. The terms and conditions simply
outline the responsibilities expected of you in assisting us recover your
stolen laptop, and our commitment to you.
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