Customer Support – Home Users

Technical Frequently Asked Questions

My computer locked up during the installation. When I try to install again, it tells me the Registration code is already in use. What do I do?

To check if LoJack for Laptops is installed correctly on your computer, log into the Computrace LoJack for Laptops website using your registered email address and password at - https://www.LoJackforLaptops.com/customer/login.asp

1. Look at the ‘Status’ and ‘Last Call Date' from the My Subscriptions tab. (If you have multiple licenses associated to your email address, click the '+' next to the Registration code to expand the details.) They should show the current date and a status of ‘Protected’.
2. If you are not completely sure LoJack for Laptops is installed, you can also perform a test call by clicking the 'Test Call' button. (Note: If you perform a successful test call on the same day as the Last Call Date, the date will not change.)
3. If the test calls fails, you should reinstall LoJack for Laptops.

How do I reinstall LoJack for Laptops on my computer?

If you need to reinstall Computrace LoJack for Laptops, please follow these steps:

1. From the computer you want to protect, log into the Computrace LoJack for Laptops website using your registered email address and password at - https://www.LoJackforLaptops.com/customer/login.asp
2. Click on the 'Remove' button from the My Subscriptions tab. You will receive a message to flag the Computrace agent for removal. Click on 'Flag for Removal'. (If you have multiple licenses associated to your email address, click the '+' next to the Registration code to expand the details of the computer you wish to flag for removal and then click the Remove button).
3. The details of the registration code will show 'The agent has been flagged for removal'.
4. Now click the 'Install' button, to install the software on your new computer.
5. You will be directed to the INSTALL LOJACK FOR LAPTOPS download page.
6. Click on Download for either Windows or Mac and follow the steps that appear on the screen.
7. Once the installation is complete, a new Window will appear with confirmation of a successful installation and Recommended Next Steps.

I have a replacement computer, how do I transfer LoJack for Laptops to the new computer?

If you buy a new computer or receive a replacement, you can transfer the Computrace LoJack for Laptops service to the new computer as follows:

1. From your new computer, log into the Computrace LoJack for Laptops website using your registered email address and password at - https://www.LoJackforLaptops.com/customer/login.asp
2. Click on the 'Remove' button from the My Subscriptions tab. You will receive a message to flag the Computrace agent for removal. Click on 'Flag for Removal'. (If you have multiple licenses associated to your email address, click the '+' next to the Registration code to expand the details of the computer you wish to flag for removal and then click the Remove button).
3. The details of the registration code will show 'The agent has been flagged for removal'.
4. Now click the 'Install' button, to install the software on your new computer.
5. You will be directed to the INSTALL LOJACK FOR LAPTOPS download page.
6. Click on Download for either Windows or Mac and follow the steps that appear on the screen.
7. Once the installation is complete, a new Window will appear with confirmation of a successful installation and Recommended Next Steps.

I reloaded my computer back to Factory settings, do I need to reinstall?

To check if LoJack for Laptops is still working on your computer, log into the Computrace LoJack for Laptops website using your registered email address and password at - https://www.LoJackforLaptops.com/customer/login.asp

1. Look at 'Last Call Date' from the My Subscriptions tab. (If you have multiple licenses associated to your email address, click the '+' next to the Registration code to expand the details.)
2. From here you will be able to see the last call made from your computer (typically once a day if your computer is constantly connected to the Internet). If this day displays more then 2 days from the current date, LoJack for Laptops may no longer be communicating with our monitoring center.
3. You should perform a test call by clicking the 'Test Call' button. (Note: If you perform a successful test call on the same day as the Last Call Date, the date will not change.)
4. If the test calls fails, you should reinstall LoJack for Laptops.

How can I tell if LoJack for Laptops is working on my computer?

To check if LoJack for Laptops is working on your computer, log into the Computrace LoJack for Laptops website using your registered email address and password at - https://www.LoJackforLaptops.com/customer/login.asp

1. Look at 'Last Call Date' from the My Subscriptions tab. (If you have multiple licenses associated to your email address, click the '+' next to the Registration code to expand the details.)
2. From here you will be able to see the last call made from your computer (typically once a day if your computer is constantly connected to the Internet). If this day displays more then 2 days from the current date, LoJack for Laptops may no longer be communicating with our monitoring center.
3. You should perform a test call by clicking the 'Test Call' button. (Note: If you perform a successful test call on the same day as the Last Call Date, the date will not change.)
4. If the test call fails, you should reinstall LoJack for Laptops.