FAQ

General Questions

The free 7 day trial period is available only to users who register to the service for the first time. If you have already registered to HAWK Mobile Monitor in the past, you will need to buy a subscription to start using the service.

Working with Devices (Common Issues)

If an Agent is installed on a device, you will see it as HAWK in the list of applications installed on a device.

To appear in the list, the device must be connected to Internet to allow an Agent to connect to the HAWK Mobile Monitor web-site. Also make sure the Agent is installed: there must be a HAWK application in the list of installed applications on the device.

An Agent sends data regardless of its state. To stop the sending of data, you need to uninstall an Agent.

If the Deactivate button is not present on the tab, it means that the 30 days period, during which an Agent cannot be deactivated, has not passed yet. Please wait till the 30 days period comes to an end.

You can differentiate such devices by viewing device information, such as phone number or IMEI. You can then define different names for devices on the Device Info tab of the Monitored Devices page.

It depends on the user activity. Generally, such features as GPS tracking and MMS messages (2.5 MB per message maximum) consume the most volume of traffic.

Please check the following:

  • The device has no Internet connection
  • The Agent on the device is activated
  • There is no anti-virus software or firewall installed on a device
  • If you still do not receive any monitored data, please, contact our support and send us Agent crash logs. To see the crash logs, log in to the HAWK Mobile Monitor web-site, select the required device on the Monitored Devices page, and then enter the following address in your Internet browser: https://www.hawk-monitoring.com/User/CrashLog.aspx

The Agent has its own storage of monitored data. The storage size is limited to 10 MB. If there is no Internet connection on the device and the limit is exceeded, the storage data is erased and the device starts monitoring data anew.

Working with Android Device

To uninstall an Agent from Android OS Device:

1. In the device Settings, select Security > Device administrators.

2. In the Device administrators menu, select Device Admin.

3. In the Device administrator menu, tap Deactivate.

4. The device screen will turn blank and then you will be asked to enter the password defined during Agent installation. Enter the password and tap OK.

5. In the device settings, select Apps.

6. Select HAWK.

7. In the App info menu, tap Uninstall.

8. Tap OK in the confirmation message.

9. The uninstallation process starts.

10. When the uninstallation is finished, the application disappears from the list.

You can download the Agent to the device directly using mobile browser. This is the recommended way of Agent downloading.

Please make sure you have allowed the installation from unknown sources on your device. To allow the installation from unknown sources, do the following:

  • For Android OS 4.x and higher, select Settings > Security > Unknown Sources.
  • For Android OS up to 4.0, select Settings > Applications > Unknown Sources.

If you are still unable to install an Agent, please, contact our support.

If during the installation of an Agent you activated a device administrator, you will need to disable a device administrator. To disable a device administrator, do the following:

  1. In the device Settings, select Security > Device administrators
  2. In the Device administrators menu, select Device Admin.
  3. In the Device administrator menu, tap Deactivate.
  4. The device screen will turn blank and then you will be asked to enter the password defined during Agent installation. Enter the password and tap OK.

If mobile Internet is enabled on your device, an Agent will be able to use it to send data.

Please check that the device GPS tracking is enabled on the monitored device.

Working with iOS Device

The following might be the cause:

  • The Agent was deleted from the device. In this case, the Agent is absent from the list of installed applications and you need to install it again.
  • The Background App Refresh was deactivated. In this case, go to Settings > General > Background App Refresh and turn on the Background App Refresh option.
  • The Agent was stopped. In this case, tap the icon of an Agent on the device and tap Refresh connection. If it didn’t help, reinstall the Agent on the device.
  • There is no Internet connection on the device. In this case, check that the device can connect to the Internet.
  • If an Agent is updated via Cydia, it will be disconnected from the web-site. In this case, start the HAWK Agent on the device and enter your web-site account credentials to connect it to the web-site again.
The device operating system can stop any application if there is a lack of memory. To avoid this, make sure there are not too many applications running.

Please check that the Location Services option is enabled on the device and that an Agent has access to location.

To enable the Location Services option, go to Settings > Privacy > Location Services and enable the Location Services option.

To give an Agent the access to location, go to Settings > Privacy > Location Services and make sure that HAWK is enabled or has the Always status.

You can uninstall Poof from Cydia. To uninstall Poof, do the following:

  1. Tap the Cydia icon on the device home screen.
  2. Do one of the following:
    • For iOS 7–8.x, tap Installed at the bottom of the screen.
    • For iOS 6.x, tap Manage at the bottom of the screen and then tap Packages.
  3. The list of installed packages is displayed. Find and tap Poof in the list.
  4. The Details screen is displayed.
  5. Tap Modify in the top-right corner of the screen and then tap Remove.
  6. The application uninstallation starts. After the uninstallation finishes, tap Return to Cydia.
Yes. If an iMessage has an attachment, it will be displayed in MMS messages. If an iMessage has no attachments, it will be displayed in SMS messages.
Jailbreaking an iOS device voids the warranty. However, in most cases, you can reverse the jailbreak by restoring the device to the factory settings. For more information, see this article.
No, the Agent can only be installed and uninstalled with Cydia.
Working with Data

The file may contain no coordinates. If the file was downloaded from the GPS History tab of the Device Monitoring page, try downloading it again and check that the GPS history data is displayed in the grid before starting the download.

The HAWK Mobile Monitor Server uses the standard MMS message size limit in 2.5 MB. If an MMS message attachment is more than 2.5 MB, it will not be received by the Server.

Sometimes GPS history shows not the exact location of a device, but rather a location of a Wi-Fi spot which was used to send the monitored data. Please also check the Accuracy column in the GPS history, which indicates how accurate the recorded coordinates are.

The time displayed in the Device Date/Time column is displayed according to the current device time zone. If the time zone was changed, the time displayed in the column will change as well.

For iOS devices, device does not receive calls/SMS/MMS from blacklisted contacts, so no such data could be monitored. For Android OS devices, only the incoming calls from contacts blacklisted with the help of the 3rd party applications are monitored.
No. Only messages created and calls performed after the Agent installation will be displayed on the web-site.