Customer Support – Home Users

Frequently Asked Questions

I did not receive a Registration Code with my purchase. Where is it or how do I find it?

The location of your Registration Code depends on how you purchased Computrace LoJack for Laptops.

If you purchased online from www.lojackforlaptops.com, an email should have been sent to you. Check to see if it was blocked or sent to your Junk mail. The registration code will be on your Order Confirmation email.

If you purchased at a retail store: Check inside the product box or the back of the DVD case.

If LoJack for Laptops was purchased as a bundle and you have not received it with your computer, please contact the computer manufacturer first.

Please make sure you keep your Registration Code confidential.

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.

Is Computrace LoJack for Laptops available worldwide? Where is it available?

Currently, Computrace LoJack for Laptops is only available to customers in the United States, Puerto Rico and Canada.

If someone steals my laptop and formats the hard drive or reloads the operating system, how does LoJack for Laptops work in that scenario?

If your computer is equipped with our Computrace agent embedded in the BIOS and the BIOS agent is active, LoJack for Laptops can reinstall itself even if a system restore, hard drive format or a hard drive replacement is performed. The only way to disable the BIOS feature would be to replace the entire Motherboard or remove LoJack for Laptops via our website which will deactivate the BIOS agent.

While we have ways to persist on a computer that is not equipped with the Computrace agent embedded in the BIOS, it is not nearly as effective as a computer that has the BIOS agent. On a non BIOS computer, in order to make it more difficult for a typical thief to defeat the software, you should change the boot order in the BIOS to hard drive first and set a password to prevent access to the BIOS. This will make it more difficult for a common thief to format the hard drive, which in most scenarios can remove the software.

A current list of BIOS enabled computers can be found here - http://www.absolute.com/BIOS

Can I install one license of Computrace LoJack for Laptops on more than one computer?

No, each license of the Computrace LoJack for Laptops software is unique and can only be installed on one computer. If you have other computers that need protection from theft, you will need to purchase additional copies of the product.

Do you have any LoJack for Laptops stickers I can put on my laptop?

While putting a LoJack for Laptops sticker on your laptop may seem like a good idea, it is actually not recommended to have a sticker on your laptop which indicates you have our software on it.

One of the ways our software works is by being stealthy. This is why we do not have icons for LoJack for Laptops anywhere on the computer and it is not listed in the ‘add or remove programs’ area of Windows.

By ‘advertising’ LoJack for Laptops is installed, should someone steal your laptop, they will know it is there and will attempt to defeat it. The less the ‘thief’ suspects the better. The more comfortable they are thinking they got away with it, the greater the chance they will use your laptop and that will give us the opportunity to track and hopefully recover it.

Unlike traditional forms of deterrent, like alarms for cars or alarm stickers for the home, the theft of a laptop is normally committed as a crime of opportunity. A small sticker indicating LoJack for Laptops is installed would not be a deterrent as the person committing the crime would likely not see the sticker until after they have committed the theft.