Troubleshooting on Windows

Table of Contents

• A JavaScript error occurred in the main process.
• I see a 404 error when opening a specific presentation
• How to send us your debug log file
• How to use the Windows Task Manager to close Mobile Locker
• Other Issues

A JavaScript error occurred in the main process

If you see error messages like this one:

Your computer's antivirus system incorrectly flagged Mobile Locker files as threats.

Contact support@mobilelocker.com and we will contact your IT department to add Mobile Locker to your antivirus system's safe list.

I see a 404 error when opening a specific presentation

1. Click Check for updates in the sidebar.

2. Click the three-dots icon below the troublesome presentation, click Delete, then click OK.

   

3. Download the presentation again.
4. If that still doesn't work, follow the steps in the next section.

How to send us your debug log file

Learn how to send us your debug log file.

How to use the Windows Task Manager to close Mobile Locker

Task Manager is a powerful tool for monitoring and managing your computer's performance and troubleshooting issues. This process can help close any erroneous Mobile Locker running in the background.

1. To open Task Manager, right-click the taskbar and choose Task Manager.
2. Your Task Manager screen will pop up, and scroll down to Background processes.
3. Find Mobile Locker in the list. Look for the one with the most memory in use.
4. Right-click on it and click End task. Continuously eliminate them until all are in close.

Other Issues

If you encounter other problems, try this:

Follow these steps to fix it.

1. Reboot your computer and log in again.
2. Open Windows Explorer.
3. Go to Downloads and find the mobilelocker folder.
4. Delete the mobilelocker folder.
5. Open the Mobile Locker app. You'll have to sign in again.
6. If it worked, you're done!

If it didn't work

You're going to uninstall and reinstall the Mobile Locker app.

1. Reboot your computer and log in again.
2. Go to Settings > Apps and find Mobile Locker. Click Uninstall.
3. Go to Downloads and find the mobilelocker folder.
4. Delete the mobilelocker folder.
5. Download https://app.mobilelocker.com/downloads/windows to your Downloads folder. Double-click the file to install it.
6. Open the Mobile Locker app. You'll have to sign in again.
7. If it worked, you're done!
8. If this still doesn't work, contact support@mobilelocker.com. In the email, provide your availability in the next few days for a 30-minute troubleshooting call