Background: I am working with a Denist who is opening a new Office, and recently purchased KAV 7 (3 licenses for 2 years). He is running Windows Vista Business Edition on a brand new Dell desktop and a brand new Dell laptop, connecting via Qwest DSL. He is using the Windows Firewall on his computers, and is behind a hardware firewall built into his DSL Modem.

Problem: I clicked the download link, downloaded the product, and installed it on both computers. When the install is complete, the Activation prompt appears. I copied and pasted the Key from the e-mail, and then entered his e-mail address in the Client ID Number box, and password in the Password box. On both machines I get the same error, which says something to the effect that either the Client ID or the Password are incorrect. We tried entering the information numerous times, but continue to get the error. So we sent a request for help from the Kaspersky site, but the request only gave the option of indicating that the License Key didn't work which isn't the apparent issue. The return e-mail from Kaspersky indicated that the Key was good, and to try this and that, things that I'd already tried. We sent an e-mail to verify his User ID, which came back as his e-mail address. He also went on-line to Kaspersky Support and changed his password to see if that would make a difference. but of course it didn't. I then uninstalled the producted, redownloaded it, and reinstalled. None of which helped. I really feel embarrassed because I recommended Kaspersky to this guy, telling him what a great product it was, and now I can't even get it activated for him. I've done numerous searches for this problem, and apparently no one else is experiencing this. I really need to get this figured out or else I will have to pay him for the licenses and find another product. I won't see him again until next weekend, so I'll have to wait to try any suggestions. If anyone has an idea of how to fix this, I'd really appreciate hearing from you.

Hi,

Just put in the activation code and leave the other boxes blank. Proceed to activate and you should be OK.

Wow, thanks; I don't know why I didn't think of that. I'll try it. In fact, that's so easy, I can have user try that! Much appreciated.

Please let us know if your user is still having problems after this... sorry it has been a bumpy ride so far.

Thanks for the help. Leaving the user ID and password blank made it work!