Lenovo Smart Lock, powered by Absolute Software, is an endpoint security solution that provides peace of mind if your device is lost, missing or stolen. With a suite of tools that offer remote protection, location visibility and theft recovery, you can be assured that your data, identity and hardware remain under your control.

Lenovo Smart Lock, powered by Absolute Software, features include:

	Locate	Using a combination of GPS, Wi-Fi and other locator technologies, the Locate feature helps you determine the device's last known lcoation with a high degree of accuracy.
	Lock	Whether it has been misplaced or stolen, the Lock feature allows you to remotely freeze your device at the touch of a button, protecting your personal data and preventing unauthorized use.
	Wipe	In the event that a missing device contains sensitive or highly confidential data, the Wipe feature removes that data permanently, and renders the device unbootable. Warning: Once a Wipe has been requested, it is permanent and irreversible.
	Recover	In addition to locating your missing device, the Recover feature utilizes an experienced Absolute Software forensic investigations team. Absolute Software has recovered over 50,000 devices in more than 120 countries.
	Manage	Using the Manage feature, easily locate and remotely manage your missing device from any web browser, or by using the remote management app on your smartphone.
	Guarantee	Not only will Absolute Software continue to do everything in their power to return what is rightfully yours, but if Absolute Software is unable to recover your stolen device within 60 days, Absolute Service Guarantee will pay up to $2,000 for a replacement. The Absolute Software Guarantee is available for: United States, Canada, Australia, United Kingdom.

• System: Windows 10 or Windows 11 systems.
• Web Browser: Microsoft Edge or Google Chrome.

Chromebooks or devices with Chrome OS are not supported.

Lenovo Smart Lock has the following types:

Subscription

Fixed Term

A subscription license is available to use Lenovo Smart Lock for a period of one, two, three, or four years from the License Commencement (‘Initial Subscription Term’). The day after the Initial Term expires, the license will automatically renew for periods of 12-months (‘Subsequent Subscription Term’) until the license is terminated. Together the Initial Subscription Term and any Subsequent Subscription Term will be referred to as the Subscription Term. On the Contact Us page, Subscription appears as:

A fixed term license is available to use Lenovo Smart Lock for a period of one, two, three, or four years from the License Commencement (‘Fixed Term’), which will automatically terminate at the expiry of the Fixed Term. On the Contact Us page, Fixed Term appears as:

For Lenovo Smart Lock Terms of Service, including Billing, Pricing, Termination information, click: Lenovo Smart Lock - Terms of Service.

A Lenovo ID is used is used to manage a Lenovo Smart Performance Subscription from the following:
 

My Account (https://account.lenovo.com/)	Lenovo Vantage
​From My Account, select My Subscriptions.	Perform the following: Open Lenovo Vantage. Select Lenovo Smart Lock. Select MANAGE SUBSCRIPTION.

The following describes the service state date and activation process. Activation occurs based on the following

The following is the activation process:

1. Sign in to the Lenovo Smart Lock portal (Lenovo.absolute.com) from your Lenovo device.
   
2. If you are not logged into your Lenovo ID account, you’ll be automatically redirected to sign in using your Lenovo ID.
   
3. Upon sign in, first time users must read and accept the End User License Agreement.
   
4. Click Add Device.
   
5. Click Download Windows installer.
   
6. Wait for the AbsoluteWinCoreAgent.zip file to download. Then unzip (extract) the zip file to a location of your choice, such as your desktop.
7. Select the AbsoluteCoreAgent.msi file and click to Run it.
   • If the User Account Control dialog shows, click Yes to allow the agent to be installed.
   
8. Follow the instructions provided in the installer to install the agent. Click Finish when you're done.​
   
9. Ensure that the device is connected to the Internet and then wait for the newly installed agent to call in and activate.

Notes:

• Allow a few minutes following activation to determine the device location. However, note the device is protected, and the security actions are available.
• During the activation process, Lenovo does not track or record account email or password information. As a result, Lenovo is unable to assist with account email details.

Accessing:

To access a Lenovo Smart Lock account, use the following methods:

• From your system:
  • Select one of the following:
    • Visit the Lenovo Smart Lock portal at: lenovo.absolute.com
    • Click on the Lenovo Smart Lock icon that is created on your desktop.
  • Lenovo Smart Lock portal (lenovo.absolute.com) appears.
    
• From your mobile device:
  • Perform the following steps:
    1. Log into the lenovo.absolute.com portal using the mobile device's browser.
    2. Add the Lenovo Smart Lock app by clicking: More > Mobile App > Add App to Mobile Home Screen
       
  • This creates a Lock portal shortcut on the mobile device's home screen.
    
  • Click the Lock portal shortcut for quick access to the Lenovo Smart Lock portal (lenovo.absolute.com).
    

Guide:

Lenovo Smart Lock Portal	Item	Decscription
	Account Options	Options available within the More menu: Mobile App: Install the mobile app "portal shortcut". If accessing on a PC, a QR code is shown. If accessing on a mobile device, the Add App to Mobile Home Screen is displayed. Security: Reset password. This option signs the user out and directs to the password reset page, where a verification code and create new password by clicking on the email link. Sign Out: Allows the user to sign out of their Lenovo Smart Lock portal. It is recommended to manually sign out if accessing the portal using a device other than your own.
	Device Overview	An overview of the device, including name, make and model, last seen time and location.
	Device Name	The detected device's name.
	Last Seen Date	The last time the device sent location information to Absolute Software.
	Security Actions	Locate, Lock, Recover, Wipe
	Detected Serial	The detected device's serial number.
	Plan Name	The Product Plan.
	Expiration Date	The date the Lenovo Smart Lock purchase plan expires.
	Recovery Details	Status and date of the last status change for any current or past theft files. Appears only if a Theft Report exists.
	Device Removal	This allows removal of the device from the plan, and uninstalls the Lenovo Smart Lock agent and all components.
	Last Known Location	The last determined location for the device.

Features:

With Lenovo Smart Lock, you can view your missing device's last known location, lock it to prevent unauthorized use, wipe it to protect your sensitive data, or request a theft investigation and start the recovery process in the event that it is stolen.

	Locate your device	Device location can be viewed by signing into the Lenovo Smart Lock portal (https://lenovosignin.absolute). The latest location for your device is shown on the map. You may click on each geolocation data point to view more details, including the last time that device was seen. You may zoom in and out of the map using your mouse's scroll wheel or the + icon and - icon in the lower right corner. Device location is determined by a number of location sensors and technologies, including: Wi-Fi, OS locator API's and GPS. Location availability and accuracy is dependent on the quality of location data available on the device.
	Lock or unlock your device	To lock your device, select that device and click on Lock. After clicking Lock, the following appears: Enter an optional Lock-screen message. Check the box to agree to the conditions, and click: Lock. The lock and optional message will be deployed the next time that device is online. To unlock your device, click: Lock button. Then click, Cancel Lock. If the lock is pending, it will be removed immediately. Notes: If the lock has already deployed, your device must be online for the lock to be removed. The device must be unlocked before a theft investigation can be requested.
	Wipe your device	To wipe your device, select that device and click on Wipe, optionally choose to remove the device from your account after the wipe is complete, consent to the conditions, and click on Wipe Device. The wipe will be deployed the next time that device is online. Warning: Activating the Wipe feature remotely deletes all files from the device. Once a wipe has been requested, it is permanent and irreversible. After clicking on the Wipe icon, the following appears. The user may choose to remove the device after the Wipe is complete, and must consent to the following conditions before clicking on WIPE DEVICE: "I acknowledge that wiping a device fulfills the Service Guarantee and Absolute shall no longer be subject to any monetary payout". Notes: A Wiped device cannot be tracked, as a result: Device is not eligible for theft recovery using the Recover security action. Device is not eligible for the Absolute Service Guaranetee.
	Recover your device	If you have determined that your device has been stolen, you may submit a request for recovery. To do so, select that device and click on Recover. After clicking on the Recover, the following appears. Verify and complete the following sections: Device Details: Confirm that you are submitting the request for the right device. Contact Info: Correct name, phone number and address is required for Absolute Service Guarantee eligibility. Police Report: You must file a police report before requesting recovery. Enter details regarding the police agency, report and incident here. After the sections are completed, click on Submit Recovery Report. The request is created, and a Theft File ID number is assigned, and listed on that device profile in the portal. The Theft File ID Number is used as reference when contacting Absolute Recovery Support for updates. Recoveries are handled by the Absolute Investigations team. As soon as a stolen device comes online, the Absolute Investigations team deploys forensic tools, reaches out to local law enforcement, and conduct their investigation. Recovery is guaranteed if the device is stolen in one of the applicable Absolute Service Guarantee regions (the U.S., Canada, the UK or Australia). Notes: Once a recovery request is submitted, the Lock and Wipe features are no longer be available for that device.

Lenovo Smart Lock:

• How to purchase Lenovo Smart Lock?
  • Lenovo Smart Lock may be purchased through the following:
    • Lenovo Vantage software which is pre-installed on most Lenovo Windows 10, 11 computers.
      • Within VANTAGE PRO, the Smart Digital Services are listed.
        
  • Lenovo Technical Support (support.lenovo.com) website.
    • Using the device Serial Number (SN), on the Product Home page, the Smart Digital Services are listed.
      
    • Within Upgrade Warranty the Smart Digital Services are listed.
      

• Does Lenovo Commercial Vantage support Lenovo Smart Lock?
  • Today, Lenovo Commercial Vantage does not support Lenovo Smart Lock.
  • It is recommended to remove Lenovo Commercial Vantage and install Lenovo Vantage software following the steps described at: Lenovo Commercial Vantage.

• Is Lenovo Smart Lock considered a warranty, or a warranty service?
  • Lenovo Smart Lock is not associated with warranty, or a warranty service. It is separate from the device’s warranty.
  • To determine the devices warranty and Lenovo Smart Lock status, enter the device Serial Number (SN) at: support.lenovo.com. For more information, click the following:
    • [Video] Find the system serial number using "Detect My Product"

• What is the Terms of Service, or End User License and Service Agreement?
  • The Lenovo Smart Lock End User License and Service Agreement information can be found by following these steps:
    1. Open Lenovo Vantage, and in upper right corner, select User.
       
       The following appears:
       
    2. Select About Lenovo Vantage. The following appears:
       
        
    3. Select License Agreement. The following appears:
       
    4. Select Lenovo Smart Lock.

• What is the cancellation, or refund policy?
  • Cancellation and refunds are based on the Lenovo Returns and Cancellations policy. Contact your local Lenovo office.

• How exactly does Lenovo Smart Lock work?
  • During activation, the Lenovo Smart Lock agent is installed on your device. This Lenovo Smart Lock agent runs in the background and maintains regular contact with the Absolute Software servers, ensuring that your device location is reported and that security actions, like Lock and Wipe, are deployed quickly and without delay.

• Does Lenovo Smart Lock require an internet connection?
  • Yes, the service requires an internet connection to send data and receive security actions. If the device is offline, location updates will not be sent and any security actions will remain in a pending state until the next time it comes online.

• Does the device need to be powered on, in order for the Lenovo Smart Lock agent features Lock, Delete, Recover to operate?
  • Yes, the device needs to be on for the features to work. If the device is off, when a Lock, Delete, Recovery feature is enabled, within the Lenovo Smart Lock portal, will start until the device is next turned on.

• What information data does Lenovo Smart Lock collect?
  • Lenovo Smart Lock collects the device Serial Number and an email address. This is used for activation, and using the Lenovo Smart Lock portal.
  • Lenovo Smart Lock scans, and reports the following data:
    • Location data: Gathered from OS location APIs, Wi-Fi triangulation, and if available, GPS.
    • Hardware identifiers: Serial number, MAC address and device name.
    • Antivirus information: Name, version and install date.

• Does Lenovo Smart Lock collect any personal information?
  • No personal data, for example: name, telephone, browsing history is collected at any time. Email is used during the activation process, and when accessing the Lenovo Smart Lock portal.

• Does the Lenovo Smart Lock locate feature work when the device is turned off, or is not connected to any network?
  • Lenovo Smart Lock locate feature requires the device to be powered on, and connected to a network. When connected, it identifies the most recent location.

• Can Lenovo Smart Lock be installed after a theft?
  • A Lenovo Smart Lock remote deployment process is not avaiable. Lenovo Smart Lock must be installed on the device before a theft occurs.
  • Any attempt to circumvent this will result in disqualification from Recovery and the Service Guarantee.

Compatibility:

• Are there any hardware requirements for Lenovo Smart Lock?
  • Lenovo Smart Lock does not have any hardware requirements. The device must have Windows 10 or 11, and connect to the internet.

• Can Lenovo Smart Lock be installed on a device that does not meet the Windows 10, 11 OS compatibility requirements?
  • Lenovo Smart Lock has been designed for Windows 10 and 11. While it may install successfully on Windows 7, 8 or 8.1, we cannot guarantee full functionality.
  • Linux is not supported, and Lenovo Smart Lock cannot be installed on any Linux-based OS.
  • Chromebooks are not supported, and Lenovo Smart Lock cannot be installed on Chrome OS

• My system has dual-boot for two or more operating systems. Can Lenovo Smart Lock be installed?
  • Lenovo Smart Lock can only be installed on a single OS instance per device. Additionally, the second installed OS is typically not a supported one. Since this can introduce security issues, a dual-boot configuration is not recommended.

• How to confirm that Lenovo Smart Lock agent has been installed?
  • Following installation, sign into the Lenovo Smart Lock portal, and click on View device list. If the Lenovo Smart Lock agent installation was successful, the system is listed here.
    

• What is the meaning of "After installation it may take a few minutes to locate your device"?
  • Once the Lenovo Smart Lock agent is installed for the first time, it must run an initial location scan, and collect data to report. Depending on the availability of location data, this may take up to 30 minutes.
  • If you continue to see this message for longer than 30 minutes, review the the Troubleshooting section below.

• Lenovo Smart Lock installation has completed. Why do I not see Lenovo Smart Lock in the Windows Add\Remove Programs?
  • Lenovo Smart Lock does not create an entry within the the Windows Add\Remove Programs list.
  • All management of the service, including removal, is performed through the Lenovo Smart Lock portal (lenovo.absolute.com) and Lenovo Vantage requires user authentication.

• I am unsure if my device is communicating. How can I check?
  • Check to see if the device is communicating by logging into the Lenovo Smart Lock portal, selecting the device, and checking the Last Seen date. This date should always be within the last 24 hours.

• How do I uninstall, or remove Lenovo Smart Lock agent from the device?
  • Removing a device is immediate. To remove, perform the following:
    1. Click on Devices or View device list.
    2. Select the device you wish to remove.
    3. Click on Remove Devices. This displays a confirmation message to confirm the device removal.
    4. Click Remove to proceed.
       • The following actions are performed:
         • Within the Lenovo Smart Lock portal (lenovo.absolute.com): The device is immediately removed from the list of devices.
         • On the Device: The next time that device is online, it will automatically remove the installed Lenovo Smart Lock agent and all associated files.
• How do I reinstall Lenovo Smart Lock agent, or transfer it to a replacement device?
  • Perform the following steps:
    1. Log into the Lenovo Smart Lock portal (lenovo.absolute.com).
    2. Select the original device.
    3. Click on Remove Device > Remove.
    4. You must wait 72 hours before you can reinstall Lenovo Smart Lock agent on the same device.
    5. To reinstall log into the Lenovo Smart Lock portal (lenovo.absolute.com).
    6. Click on Add Device.
    7. Click Download Windows installer
    8. Wait for the AbsoluteWinCoreAgent.zip file to download. Then unzip (extract) the zip file to a location of your choice, such as your desktop.
    9. Select the AbsoluteCoreAgent.msi file and click to Run it.
       • If the User Account Control dialog shows, click Yes to allow the agent to be installed.
    10. Follow the instructions provided in the installer to install the agent. Click Finish when you're done.
  • Note: To reinstall Lenovo Smart Lock agent on the same device, you must wait 72 hours.
• How to install the Lenovo Smart Lock mobile app (Lock) "portal shortcut"?
  
  • From your Windows device, perform the following steps:
    1. Visit Lenovo Smart Lock portal (lenovo.absolute.com).
    2. Click on More Mobile App.
    3. Click on Add App to Mobile Home Screen.
    4. Scan the QR code with your mobile device.
  • From your mobile device, perform the following steps:
    1. After scanning the QR code, click on: More > Mobile App.
    2. Click on Add App to Mobile Home Screen.
    3. The Lock portal shortcut is installed, and the following icon appears on the mobile device home screen:
       

Lenovo Smart Lock Portal (lenovo.absolute.com):

• How to reset a password?
  • If you have forgotten your password:
    • Visit Lenovo Smart Lock portal at: lenovo.absolute.com
    • Enter your email address and click on Next.
    • Click on Reset Password.
    • Enter your email address and the verification code.
    • You will receive an email with a link to create a new password.
  • If you are signed into the Lenovo Smart Lock portal (lenovo.absolute.com):
    • Click on More > Security.
    • Click on Reset Password.
    • You will be signed out, and redirected to the Reset Password page.
    • Enter your email address and the verification code.
    • You will receive an email with a link to create a new password.

• I have forgotten my registered email address. What should I do?
  • If you do not remember the email address you used to activate your account, contact Lenovo Support. The Lenovo Support team will contact Absolute Software for investigation, and password reset.

• I need to update the email address on my account. What should I do?
  • Email address updates, and changes are not permitted.

• How to change the displayed name of a registered device?
  • The device name shown in the Lenovo Smart Lock portal is detected automatically from the device's operating system. To change, it needs to be changed in Windows by the following steps:
    1. Click on Start > Settings.
    2. Click on System > About.
    3. Click on Rename This PC.
    4. Enter a new name, and click on Next.
    5. You will be prompted to restart, reboot the system.
  • Note: It may take up to 60 minutes for name changes to be reflected in the portal.

• I previously accepted the End User License Agreement (EULA). Why am I seeing it again when I sign into my account?
  • Agreeing to the Absolute EULA is a critical step in allowing the Absolute Investigations team to legally conduct an investigation into your missing or stolen device.
  • Absolute recommends that all users read these terms of service. From time to time, the terms of the EULA is updated. When this occurs, users will be presented with the revised terms of service when they sign into the Lenovo Smart Lock portal.

• How do I view details of my current plan?
  • Refer to the Lenovo Vantage app, or using the device Serial Number (SN) with Lenovo Technical Support (support.lenovo.com) website for details regarding your current Lenovo Smart Lock plan.

Features:

• What is a Lock, and when should I use it?
  • Activating the Lock feature will remotely lock the device and prevent it from unauthorized use. A Lock may be configured to display a user-defined message on-screen.
  • It is recommended deploying a Lock in cases where a device is missing, but has not necessarily been stolen.
  • Note: Investigation is not allowed while a Lock is deployed. To open a theft file for a locked device, it requires an Unlock, and the device must call in to complete the unlock process first.

• What can be entered into a Lock message?
  • Any text characters can be entered as a Lock message. In the event that the device is missing, persons may include a phone number, or email address for an end user to contact them and arrange return.
  • Note: HTML formatting, web links, and other unique codes are not supported.

• Help! I've accidentally locked my device!
  • To remove a Lock, follow these steps:
    1. Click on Devices.
    2. Select your device.
    3. Click on Lock.
    4. Click on Cancel Lock.
  • If the Lock status reads Pending, the request will be cancelled immediately. If it has already deployed to the device, that device will need to come online before the Lock is retracted.
  • If your device is online, and the Lock is not retracting, please refer to the Troubleshooting section below.

• What is a Wipe, and when should I use it?
  • Activating a Wipe permanently deletes all files from the device, protecting your personal information and preventing identity theft.
  • A Wipe cannot be reversed and the data cannot be recovered from the drive using data recovery applications. It is recommended to use Wipe in cases where highly sensitive data is at risk.
  • A Wipe also results in:
    • Device is not eligible for theft recovery.
    • Device is not eligible for the Absolute Service Guaranetee.

• Help! I've accidentally requested a Wipe!
  • Please note that if a Wipe has been requested, it cannot be cancelled, even if the status reads Pending and the device has not come online. Wipes should be requested with extreme caution.

• Is there any notification or email which confirms that a Wipe was successful?
  • No notification or email is sent following a successful Wipe. The Lenovo Smart Lock portal (lenovo.absolute.com) has Wipe Completed notice, (month/date/year) for the device as soon as the confirmation is received.

• How does the Locate feature work?
  • The Locate feature determines a device's last known location by building a geolocation datapoint from available resources, including Wi-Fi triangulation, Windows location sensor API's, and GPS.
  • Wi-Fi triangulation starts with an internal map of known Wi-Fi networks and access points. By mapping your device's proximity to these known access points, the technology can determine your device's location, typically within one city block.
  • The Windows location sensor API consists of a collection of components built into the operating system designed to find your location. Depending on your device's form factor, available hardware and privacy settings, Windows may be able to determine your location with a range of accuracy.
  • GPS is not universally available as it requires a mobile broadband adapter or other specialized hardware. When it is available, GPS provides highly accurate location data.

• Why does the Locate feature not use IP address georesolution?
  • IP georesolution is available on all devices connected to the internet, but it is no longer considered a reliable method for real-world location detection: this method is easily fooled by VPNs and proxies, relies on outdated location lookup tables, and is typically only accurate to county or region at best. Lenovo Smart Lock will always utilize the most reliable location technology available.

• Lenovo Smart Lock is not able to determine my device's location. How will you be able to recover my device if it is stolen?
  • If your device is not reporting a location, please refer to the Troubleshooting section below. or contact Lenovo Support for more assistance. Note: The Locate map and associated location data are not primarily used in our Recovery process. For more information, please refer to the Recovery section below, or contact Absolute Recovery Support directly.

Recovery:

• How does the Recover feature work?
  • When a stolen device comes online, the Absolute Investigations team will deploy forensic tools, collect details identifying the end user and assemble an evidence package. Using this evidence, they will work with the authorities to determine the device's location. Law enforcement will retrieve your stolen property, and finally, Absolute Software will send your recovered device back to you.

• What is the typical timeline for a successful recovery?
  • Once an investigation has been requested, your device must report in post-theft before any action can be taken. This stage can be unpredictable, as some devices will connect immediately and others might remain offline for weeks or even months.
  • Once the device makes contact, forensic tools are deployed and the Investigations team starts compiling evidence. This evidence is delivered to law enforcement, who are able to obtain a search warrant and recover the device. We will then arrange shipment back to you.
  • While every theft scenario is different, as long as your device was stolen in one of the guaranteed regions (the US, Canada, the UK or Australia), we guarantee that we can get it back to you within 60 days of being reported.

• When is a police report required when a device is lost?
  • A police report is needed to enable the recovery feature, and for the Absolute Investigations team. When a device is lost, the Lock and Locate features can also be used.

• Help! I am not able to request an investigation!
  • There are several causes which prevents an investigation:
    • Lenovo Smart Lock not installed on the device.
    • Lenovo Smart Lock license has expired.
    • A Lock or a Wipe has been deployed.
    • Missing, or incomplete within Contact Information or Police Report of Recover.
  • The following conditions must be met in order to request an investigation:
    • If the device has an active, and installed Lenovo Smart Lock confirm the following:
      • If a Lock has been deployed and the device is locked, you must request that the Lock is removed and that device must call in to complete the Lock removal process.
      • A Wipe may be deployed, all files on the device has been deleted. Wiped devices are not eligible for theft recovery services and the Absolute Service Guarantee.
      • Review the Contact Information and Police Report within Recover. A police report must be filed, and include a legitmate police report file number to proceed with an investigation request.
    • If you are still encountering difficulty when requesting an investigation or require additional information, contact Absolute Software Recovery Support.

• Help! I requested an investigation and am no longer able to lock or wipe my device!
  • While these actions will protect your personal data, they will also interfere with an theft investigation and can prevent a successful recovery. For this reason, once an investigation has been requested, it is no longer possible to request a Lock or a Wipe.

• What do each of the theft file statuses mean?
  • Monitoring: Awaiting 1st Contact – The device has not yet contacted us post-theft. This is calculated from the reported date that the theft occurred and not the date the investigation request was opened. Note. That it is not unusual for devices to remain in this state for a long period of time, if that device is not in active use by a thief or end user.
  • Under Review: First Contact Received – The device has contacted post-theft and the theft file has been assigned to an investigator. Forensic tools have been deployed and will require subsequent contact to report data.
  • Under Investigation: Researching – The assigned investigator has received some forensic data and is reviewing it. Further device contact and data collection is typically required.
  • Monitoring: Awaiting Device Movement – If a device moves out of jurisdiction, it may need to move again before the investigation can proceed
  • Monitoring: Awaiting Further Device Contact – Additional contact is needed from the device. This can occur if the device changes hands, or if it stops sending data suddenly before all evidence can be collected.
  • Monitoring: Pending New Leads – No actionable evidence could be collected. The device will need to make further contact and report new evidence before the investigation can proceed.
  • Monitoring: Police Unable to Pursue – The device has re-entered a monitoring state for additional evidence collection as the police were unable to take action based on the initial evidence package submission.
  • Awaiting Customer: Device Connecting Internally – The device’s post-theft contact has been traced to a location associated with the customer.
  • Awaiting Customer: Require Information – The investigator requires additional information from the customer. When a file enters this state, a member of the Recovery Support team or the investigator themselves may reach out directly.
  • Closed: Recovered – The device has been recovered without police intervention.
  • Closed: Police Recovered – The device has been recovered by the police.
  • Closed: Customer Requested Closure – The file has gone dormant and the customer has requested closure prior to the usual one-year deadline.
  • Closed: Retrieved: Not Stolen – In some scenarios (see Device Connecting Internally, above) the device is not actually stolen and can be retrieved by the customer.
  • Closed: Incomplete Report – In the event of an incomplete report, a member of the Recovery Support team will reach out to clarify or obtain the missing details. However, if they are unable to reach the customer, the theft file may be closed with this status. Closed: No Contact From Device – No contact was received from the stolen device for a contiguous period of one year.
  • Closed: Cancelled – The file was cancelled by the investigator.

• What does it mean if my stolen device is connecting "out of jurisdiction"?
  • "Out of jurisdiction" normally indicates that a device has moved from a guaranteed territory to a non-guaranteed one. For example, from Australia (guaranteed) to Thailand (non-guaranteed).
  • Recovery of devices that have moved out of jurisdiction is possible, but as the recovery process relies on the cooperation and resources of local authorities, it is often preferable to wait for that device to re-enter jurisdiction.
  • As long as the device was stolen within a guaranteed territory, moving out of jurisdiction will not result in Absolute Software Service Guarantee ineligibility.

• My device is missing, but I am not currently a Lenovo Smart Lock user. Can you help me?
  • Lenovo is unable to assist.
  • Lenovo Smart Lock cannot be remotely installed on a device that has already been stolen, or is missing.

• My missing device has been found. How do I update, or cancel an ongoing theft investigation?
  • Contact Absolute Recovery Support to update, or cancel a theft investigation. It requires to have the Theft Report ID, which was assigned during Recover request, and will be asked to verify your identity.

• Are you able to recover my stolen device in any country?
  • The Absolute Software Investigations team is able to track a stolen device anywhere in the world.
  • However, as the recovery process relies on the cooperation and resources of local law enforcement, Absolute Software can only guarantee recovery within certain guaranteed territories: the United States, Canada, the United Kingdom and Australia.
  • Outside of these regions, we will make every effort to work with the local police, but Absolute Software cannot guarantee a successful recovery.

Service Guarantee:

• What is the Absolute Service Guarantee?
  • Under the terms of the Absolute Service Guarantee, if a device is stolen in one of the guaranteed regions and we are not able to recover it within 60 days, you will be eligible for a payment of up to $2,000. Please note that terms and eligibility conditions apply. In the event of an Absolute Service Guarantee payment, Absolute continues to investigate the theft for up to one year. If the stolen device is recovered, it will be returned to the owner. However, it does not invalidate an earlier Absolute Service Guarantee payment.

• What are the terms and eligibility conditions of the Absolute Service Guarantee?
  • The following conditions are required for a theft file to be eligible for a Absolute Service Guarantee payment:
    • The device must have been purchased and stolen within one of the four countries that comprise the Absolute Service Guarantee region: the U.S., Canada, the U.K. or Australia. For example, the device was purchased in United States, and stolen in Australia, the Service Guarantee applies.
    • In order to maximize the likelihood of a successful recovery, Absolute requires the theft to be reported within 14 days of discovery.
    • The device must have communicated within the previous 90 days.
    • No Wipe action must be deployed.
    • The Absolute Service Guarantee Submission Form must be accurately completed and submitted by the deadline. When a theft file crosses the 60-day mark, a submission form is automatically generated and emailed to you. The deadline is 30 days from the send date, and is an indicated on the form. The purpose of this form is to determine the value of the stolen device and calculate a fair market payment up to the maximum amount. It will ask for the base price (not including any peripherals, add-on software, service packages, or other external costs) as well as a copy of the purchase invoice.

• Is the Service Guarantee insurance?
  • Service Guarantee is a guarantee of service, and is not intended to replace property, or any other form of insurance. Similarly, it will not interfere with third-party insurance claims, and the customer may submit a claim separately with their insurance provider.

• What if the device is stolen outside of the Service Guarantee territory (U.S., Canada, U.K., Australia)?
  • The eligibility terms of the Service Guarantee only require that a device is stolen within a Guaranteed territory, not that it remains within it. If a stolen device leaves jurisdiction, for example, it moved from Australia to Thailand, this alone does not disqualify the file for the Service Guarantee.

• What happens if the stolen device leaves a Guaranteed territory (U.S., Canada, U.K., Australia)?
  • The eligibility terms of the Service Guarantee only require that a device is stolen within a Guaranteed territory, not that it remains within it. If a stolen device leaves jurisdiction, for example, it moved from Australia to Thailand, this alone does not disqualify the file for the Service Guarantee.

• How is the Service Guarantee payment amount calculated?
  • The calculation is based on the device’s fair market value.

• What conditions void the Service Guarantee?
  • Deploying a Wipe on a stolen device removes the Lenovo Smart Lock agent. As a result, a Wiped device is not eligible.
  • The Absolute Service Guarantee Submission Form must be accurately completed and submitted by the deadline.

• What are the different Absolute Software Service Guarantee statuses?
  • Paid: A Service Guarantee payment has been approved and mailed out.
  • Eligible: The file is eligible for a Service Guarantee payment but is subject to final approval.
  • Declined: The file is not eligible for a Service Guarantee payment as it does not meet the eligibility criteria.

• Who can I contact if I have questions about my ongoing recovery investigation, or Service Guarantee payment?
  • If you have any questions about an ongoing investigation or Absolute Software Service Guarantee eligibility contact Absolute Software. Absolute Software contact information is provided when Submit Recovery Request is created.

Activate/Activation:

• Unable to activate, or the following message appears:
  
  • Contact Lenovo Support and report the following: Lenovo Smart Lock is unable to activate.

Lenovo Smart Lock Portal (Lenovo.absolute.com):

• When attempting to reset my password I am unable to see the verification code, or the Password Reset page does not load at all.
  • Disable your ad-blocker temporarily, and refresh the page. If this does not work, please try a different browser.
  • If you continue to encounter this issue, contact Lenovo Support.

• I am not receiving password reset, or account verification emails.
  • Since these emails are auto-generated, your email provider’s spam filters may be incorrectly identifying them as spam.
  • Review the emails Spam, or Junk folders and mark any emails from Lenovo Smart Lock or Absolute as safe, or not spam.

Security Actions (Lock, Wipe):

• My device is locked, and I am unable to get it unlocked.
  • You may encounter this issue if the default internet connection on your device requires authentication. For examples: A school or company network. Since the device is locked, it is not possible to sign in or change to another network.
  • If your device has an ethernet port, try connecting the device to the internet with an ethernet cable. Alternately, try taking the device out of range of the default Wi-Fi connection, and to a location that offers public Wi-Fi. This may cause your device to automatically connect and unlock.
  • If neither of these options are available, contact Lenovo Support.

• I have accidentally launched a Wipe on my device. Is there anything I can do to stop it or recover my lost data?
  • Warning!!!!: Once a Wipe has been requested to a device, it cannot be stopped and the lost data cannot be recovered.
  • Unlike most remote file delete options on the market, Lenovo Smart Lock's Wipe feature does not simply delete files from the table records, which can allow third-party data recovery tools to access your private data. Instead, the file data itself is not only deleted, but overwritten seven times. This ensures a high level of data security and allows Absolute Software to meet compliance standards, but it also means that once your data has been wiped, it is gone forever. Requesting a Wipe should be performed with caution.

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​Locate:

• My device's location is incorrect or is not being reported.
  • Lenovo Smart Lock agent attempts to determine a device's location based on the available location resources on that device. If those resources are unavailable or configured incorrectly, this impacts the accuracy of the detected location.
  • To ensure that the device is configured correctly, the following checklist can help to provide the highest level of location reporting accuracy possible:
    1. When logging into the Lenovo Smart Lock portal for the first time, click on Allow when prompted to share your location. If this was previously set to Block (or if you were not prompted):
       • Google Chrome:
         1. Click the three dots > Settings > Privacy and Security > Site Settings.
         2. Locate Lenovo.absolute.com from this list and click on the arrow on the right.
         3. Under Location, set this to Allow.
       • Microsoft Edge:
         1. Ensure that you are logged into the Lenovo Smart Lock portal.
         2. In the address bar, click on the square padlock icon to the left of the website URL.
         3. Click on Permissions For This Site.
         4. Under Location, set this to Allow.
    2. Allow Windows to share the devices location, as this will enable OS-level location sensor operations, by following:
       1. Click on the Start button > Settings > Privacy > Location.
       2. Set Location for your device to ON.
       3. Set Allow Apps To Access Your Location to ON.
       4. Ensure that Maps is set to ON, as well as CtGeoExec (if it appears in the list).
       5. Set Allow Desktop Apps To Access Your Location to ON.
    3. When possible, it is recommended using Wi-Fi instead of a hardwired Ethernet network interface card (NID), as this will enable location collection via Wi-Fi triangulation technology. If the device has a mobile broadband connector, this should be enabled to allow GPS location determination.

• I received an email notifying me that my device is not "calling".
  • This email is sent out if your device is not seen for a period of 30 consecutive days.
  • If you know that your device has been online and in use during this time, reinstallation of the Lenovo Smart Lock agent is recommended. To reinstall, refer to: "How do I reinstall Lenovo Smart Lock agent, or transfer it to a replacement device?" as described above.
  • If your device has been offline during this time, it is recommended that you connect it for a period of at least fifteen minutes to allow it to send through any pending updates.

• I am seeing the message "After installation it may take a few minutes to locate your device" for longer than an hour.
  • Although the Lenovo Smart Lock agent is able to determine a location right away, it is normal for some new activations to take up to an hour to download, and install the location collector component. This component will run a scan of available location resources, and report back an initial location for your device.
  • If you see this message for longer than an hour, there may an issue with Lenovo Smart Lock agent communication. Refer to the "How do I troubleshoot common Lenovo Smart Lock agent communication issues?" described below.

• The Last Seen date has not updated for several days following an installation.
  • The Last Seen date should be updating a minimum of once a day. If you do not see an update after 24 hours and your device has been online during that time, there may be a Lenovo Smart Lock agent communication issue. Refer to the "How do I troubleshoot common Lenovo Smart Lock agent communication issues? as described below.

• How do I troubleshoot common Lenovo Smart Lock agent communication issues?
  • Below are some of the more common reasons why the Lenovo Smart Lock agent on your device cannot communicate. You may find that one or more of them apply to you:
    • Activations performed on a satellite connection may fail due to ISP-level restrictions.
    • Your router or modem may be configured in such a way that it is blocking traffic to our servers.
    • Your installed antivirus, antimalware or firewall software may be preventing communication.
    • Your company or school network may be blocking outgoing traffic.
  • To troubleshoot, start by visiting https://search.namequery.com and confirming that you see a "Site Under Construction" message. If this page times out or reports an error, this may indicate that the Absolute Software servers are being blocked by your device or network.
  • Even if you see the "Site Under Construction" message, the Lenovo Smart Lock agent may still be blocked by the device. Try connecting your device to a different network connection for a minimum of 15 minutes, and a maximum of 60 minutes, then verify if the Last Seen date updates.
  • The Lenovo Smart Lock agent communicates over the standard HTTP and HTTPS ports (80 and 443). Ensures that these ports open within the networks firewall..
  • The most common secondary network option is a mobile Wi-Fi hotspot through your mobile phone. Refer to the section below on "How do I set up a mobile Wi-Fi hotspot on my phone?" for a step-by-step guide on setting up, and connecting to a mobile hotspot. Alternately, any public Wi-Fi connection should work.
  • If you start to see updates on a secondary connection, this indicates a network configuration issue on your primary network. If there are no updates, this indicates that an installed security app may be blocking our processes.
  • For more information and assistance with troubleshooting network configuration issues, contact Lenovo Support.

• How do I set up a mobile Wi-Fi hotspot on my mobile device?
  • On Android devices:
    • Navigate to Settings > Network & Internet > Hotspot & Tethering.
    • Tap on Wi-Fi Hotspot.
    • This page will have different options for configuring your hotspot network, including the option to set a Hotspot Name, Password. Complete the configuration and save the hotspot.
    • Note: Different versions of Android may have slightly different phrasing in places. You may need to Google the correct instructions for your specific phone model.
  • On iOS devices:
    • Navigate to Settings > Cellular > Personal Hotspot.
    • Tap the slider next to Personal Hotspot to On.
    • Tap the slider next to Allow Others To Join.
  • Once this has been done, you may connect to this new Wi-Fi hotspot on your device like you would with any other Wi-Fi connection. The Hotspot Name, Password, and other details, should be listed on your phone in the Hotspot section mentioned above. Remaining connected to a Mobile Wi-Fi Hotspot for extended periods of time may incur data charges, depending on your plan. You should always disconnect as soon as you have completed testing.

1. At support.lenovo.com, enter the device Serial Number (SN).
2. At the Product Home, select Contact Us, select Smart Lock within Smart Digital Services