Common Reasons Why Your Device May Be Red or Orange

Below is a list of the top reasons a mobile device or computer may display RED or Orange in the BlackCloak App.

MOBILE DEVICES

• System Up-to-Date- If this status is displaying RED, it is likely that you need to update the Operating System version for your mobile device.
  • Click here for our guide on how to update/upgrade your device.
• Passcode-Protected- If this status is displaying RED, it is likely that you've turned off the passcode protection feature on your device.
  • Click here for our guide on how to enable a passcode for your device.
• Applications Safe (Android Only) - If this status is displaying ORANGE, it is likely that the Google Play Protect on your device is turned off.
  • Click here for Google's instructions to verify if Google Play Protect is running on your device. After enabling, open the BlackCloak app on your device and let it re-sync. If still showing ORANGE, please contact the BlackCloak Concierge team.
• Logged Out of the BlackCloak App or the App does not have the Proper Permissions- This can happen for a variety of reasons. You may have accidentally logged out or modify permissions. Sometimes a device shows a System Update-to-Date as RED because BlackCloak hasn't heard from your device recently.
  • Click here for our guide on how to check your mobile app permissions.

COMPUTER

• Registered- If this status is displaying ORANGE, it is because the BlackCloak app hasn't heard from the device within 14 days. This can occur if you've not used your device for a short period of time or if you've been logged out of the app.
  
• Registered- If this status is displaying RED, it is because the BlackCloak app hasn't heard from the device within 30 days. This can occur if you've not used your device for an extended period of time or if you've been logged out of the app.
  • Click here for our guide on how to log into the BlackCloak application. Logging back into the app or turning on your computer after it's been offline will usually resolve theORANGE or RED status.
• Anti-Malware Protection- If this status is displaying RED, it is because the BlackCloak protection software hasn't heard from the device recently. This typically occurs if you've not used your device for a period of time. Alternatively, if you have been actively using the computer, if could mean there is an issue that should be review with our Concierge Support team
  • Turn On An Offline Device - Turning on your computer after it's been offline will usually resolve the RED status.
  • Actively Using Computer - Schedule a Concierge Session with the team to have your computer protection reviewed.

Remember You May Tap on the Device Within the App For More Details.

Computer

Mobile

WHAT DO ALL OF THE COLORS MEAN?

To understand what all of the colors mean click here.