5. Frequently Asked Questions (FAQ)

1. I want to erase multiple iOS devices at a time, is it possible to do so using Stellar Eraser for Mobile?

Yes, Stellar Eraser for Mobile allows you to erase multiple iOS devices at the same time.

2. Is it possible to edit the USB Identifier for the USB Port of a particular device?

Yes, Stellar Eraser for Mobile allows you to change the identifier for the USB port.

3. When I erase an android device, the erasure process comes to a standstill at 8 percent. Why does this happen?

This happens when the required permissions are not granted by the user. When you install Stellar Eraser for Mobile on a device running Android OS, you control which capabilities or information Stellar Eraser for Mobile can access – known as Permissions. Thus, the user needs to grant all the required permissions for the erasure process to proceed.

4. When I try to erase a device, I get a failed status. What could be the problem?

Failure of the process mostly occurs due to the following reasons:

• There might be some issues with internet connectivity. Make sure that your internet connection is active.

• Your USB cable has probably disconnected or is not supported. Make sure you are using a genuine USB cable provided by your device manufacturer. Reconnect your device and then try to erase it again.

• The USB port on your computer is loose or not functioning properly. Change the USB port and try again.

5. Why does my Android device show "Not Connected" when plugged-in?

This happens in your Android device when the USB Debugging mode is not turned-on. Reconnect the device and refer to the section "How to enable the USB Debugging mode in your phone?" to turn on the USB Debugging mode on your Android device.

6. I got failed status while performing erasure but the license was consumed. Will another license be consumed if I start another process?

No, you can perform the erasure process again within 24hrs without consuming another license for the same device.

7. Which algorithm should I choose for the best erasure?

It depends upon how many times an algorithm overwrites the data precisely or the number of passes used to erase the data. More the passes used by the algorithm, the more effective it is. Each algorithm performs a different set of features from where you can choose the suitable algorithm as per the requirement.

8. The application is taking too long to erase the data. Why does this happen?

It depends on the size of the data you are erasing, the configuration of the system, and the algorithm you are using to erase the data. A large amount of data, lesser configuration, and more number of passes may consume more time for erasure.

9. Why is my device not visible in Stellar Eraser for Mobile main user interface?

Sometimes Stellar Eraser for Mobile won't recognize the device due to the following reasons:

• Your USB cable has probably disconnected or is not supported. Make sure you are using a genuine USB cable provided by your device manufacturer. Reconnect your device and then wait for a minute for Stellar Eraser for Mobile to detect the device.

• The USB port on your computer is loose or not functioning properly. Change the USB port and try again.

• The device connected might be a bricked/dead device. 

Also, by restarting the software, the issue can be resolved. For any further assistance, you can reach us by calling us or go online to our support section.