Passware Kit Mobile Troubleshooting

Please review the General Questions and PKM Overview articles first. If you have additional questions, please contact Support for assistance.

Troubleshooting

To report a bug or issue with the software, please click the “Save” button on the “Bug report” window and send the created archive with logs, output folder without userdata file, screenshots, device model, and description of the issue to Support.

Our general tips and recommendations are:

1. Read about the supported devices, states, and encryption types at:
   General Questions about Passware Kit Mobile
2. Ensure you have enough space for user data extraction: at least the size of the phone’s storage.
3. Verify that the device is fully charged and in working condition.
4. Processing of iOS devices is more stable on macOS computers with Intel CPUs and may require multiple attempts on Windows computers.
   We recommend using USB 3.1 Gen 1 ports instead of USB 3.1 Gen 2 Type A ports on Windows machines and USB-A adapters instead of USB-C on macOS.
   
   Passware Tip: For a concise overview of our hardware recommendations, please refer to our summary.
5. Check if the device supports hardware acceleration and whether it must remain connected to the computer throughout the decryption process.
   

   Chipset vendor	On device	CPU	GPU	Needs to be connected	Distributed password recovery
   Apple	YES	NO	NO	YES	NO
   Samsung Exynos	NO	YES	YES	YES/NO	YES
   HiSilicon Kirin	YES/NO	YES	YES	YES/NO	YES/NO
   MediaTek	NO	YES	YES	NO	YES
   Qualcomm	NO	YES	YES	YES	YES
   Unisoc/Spreadtrum	NO	YES	YES	NO	YES

   Passware Tip: For more details, refer to each chipset vendor’s corresponding article.

6. The recovery state is automatically saved even in the event of a power outage or computer reboot. To resume the recovery, you will need to reconnect the device to the machine and select the same project output folder. For Android devices, choose your latest project from the “Recent projects” on the main screen or open the corresponding pkm_project.pwproj file at "Open Project". The process will resume from the last saved state. No additional extraction credit will be used.
7. Successful extraction credits* are linked to Product Keys, so if you need to attack the same device on a different computer, ensure you add the corresponding Product Key to the License Manager in Passware Kit Mobile to avoid the extra charge of the extraction credit.
   
   *A successful extraction means the software was able to extract encrypted user data from the device. Before starting the passcode recovery process and data decryption, Passware Kit Mobile checks the license for the number of extractions available and asks the user for a confirmation to proceed.
8. Distributed password recovery is not supported in Passware Kit Mobile Trial.
   
   Passware Tip: Review the Using distributed password recovery in Passware Kit Mobile and Passware Kit Troubleshooting articles.

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See the answers to the most frequently asked questions in our articles:

Passware Kit Mobile overview
Apple Devices
Huawei Kirin-based devices
Qualcomm-based devices
Exynos-based devices
How to use a multi-window mode in Passware Kit Mobile