Using Kiosk Key on AVA Remote results in "Can't set up device" Error



When you try to use an AVA Kiosk Key on an AVA Remote that has recently been Factory Reset, the remote shows a dialog stating:

Can't set up device

Your device has reset protection turned on. For help, contact your IT admin.



Quick Fix

To clear the Android device protection mode state:

  1. Tap OK to clear the error.
  2. Tap Start on the blue "Hi there" screen (Android first-time user experience).
  3. Connect to a Wi-Fi network.
  4. Follow the Android first-time user experience steps until you are prompted for a Google account login. You do not need to log in.
  5. Use the Kiosk Key again to begin the Kiosk Mode setup.

For additional help on this, contact us on chat (bottom right of screen) or email us


The Android operating system has a special device protection mode to prevent mobile phones from being used by thieves. This mode sometimes gets triggered on an AVA Remote after doing a Factory Reset on the device.