Here we try to describe the proper scenario of device deletion.

First of all, you need to put device into Marked for deletion list. After it, if device still syncing with KES Cloud, applications will be uninstalled automatically and device will be deleted. Here is the article with detailed information.

You can be confused by the option "Permanently delete" options. Please note that this option should be used to delete entry from this list. It can be useful when machine is not syncing anymore with KES Cloud and there is only entry in the list. To delete this entry you can use option "Permanently Delete".

To delete device properly, you need to wait till the uninstallation process will be performed or force it by the option "Run uninstallation now" in device properties. You should not do it for all devices, when you start this feature for one it will be started for others too.

Problem

• Host connected to KES Cloud
• Disk encryption disabled in profile
• Encryption error in host properties

Workaround

Try to create a new security profile (Create a new one, do not copy one of the current profiles) - do not modify the encryption settings in it (leave it in the disabled status), and assign affected device to it. This steps should help to fix the problem.

Problem

When trying to install KES Cloud package, Network Agent installation is completed, but connection to the KES Cloud fails.

When checking klnagchk.log we can see this error:

Attempting to connect to Administration Server...Transport level error has occurred while connecting to http://*.cloud.kaspersky.com/*:13000: SSL authentication failure, the certificate is invalid or outdated.

Solution

The most common reason for this is outdated certificate. The certificate can be updated with a re-downloaded package.

Application of exclusions for KES configured in the KES Cloud environment can differ on Windows Client and Windows Server.

If exclusions are set up for all components by selecting checkboxes as shown in the screenshot,

then the exclusions will only apply to the component selected by the checkbox. KES behavior may differ on the Windows Client and Windows Server operating systems.  

To apply exclusions to all components on both the Windows Client and Windows Server operating systems, disable all the checkboxes.

To apply the same settings in KES, select the All Components parameter in the local interface of KES as shown in the screenshot.

Apply the settings described above if you have an unexpected detection on the Windows Server operating systems when the detected file is already added to the exclusions.

Problem

The error message Downloading the distribution package of the device security application. Failed to download the distribution package of the device security application is displayed in the browser after following a new invitation link on the iOS device.

Solution

Make sure that

• The new invitation link is used. KESCloud invitation links are one-time-use only on mobile devices. Send the new link.
• The APNs certificate is added to KESCloud console. Login to KESCloud and open the workspace. Switch to the Getting started tab and scroll down to the Recommended section. See if APNs certificate is added and valid. Create or Renew certificate if needed.

Current KESCloud proxy design may be misleading. Proxy detection was disabled in KES for Windows, and it is now exclusively resides in the NAgent (only available in KESCloud version). Proxy settings can be found on a Distributive package section.

Proxy behavior is as follows:

• When checkbox Use proxy server is NOT set, NAgent is working in "autodetect proxy" mode. It will try to get proxy settings from OS. It will ask for credentials once, if password will be changed, new popup asking for credentials will appear.
• When checkbox Use proxy server is set and settings are configured, NAgent will make an attempt to use specified settings, if it will fail, "autodetect proxy" will be enabled.

Best practice

Leave proxy settings as it is, don't change it. Only use it if Internet does not work in your browser without proper configuration.

Scenario

You're using a firewall that is using SSL interception. All required ports were opened as per http://support.kaspersky.com/13326 . On the corporate network, activation fails with "error 6". Off the network, activation is successful.

Solution

The reason this might not work is that your SSL-intercepting firewall (3rd party) might be attempting to check the validity of the SSL certificate that protects Kaspersky's activation server (activation-v2.kaspersky.com, TCP port 443). In particular, the firewall might be trying to check whether the certificate is revoked. Checking a certificate's status can be done through an older protocol called CRL or a newer protocol called OCSP.

The fix is to configure firewall to not perform SSL interception relating to TCP port 443 of activate.activation-v2.kaspersky.com.

How to add second license to the workspace

There is no possible way to add second license to KES Cloud. License will be replaced. Kindly merge the license count to one and add it.

Email notification about outdated databases

There is no separate email notification settings for "database outdated" event. 

License receiving after installation

• After installation of KES, device can receive a license even without an owner.
• License applying can take some time due to the attempt of synchronization with KES Cloud server. Standard sync period is 15 mins.

KES Cloud email notifications in cumulative emails

When you have a lot of notifications, they will be sent as cumulative email. This is by design and expected behavior. These emails contains information about count of emails with different levels of severity.

KES Cloud workspace deletion after license expiration

If license expires, workspace without active license will be deleted.

• If commercial license was used - after 90 days.
• If trial license was used - after 30 days.

Reports' time zone differences

Time of report creation depends on browser localization. Events in report opened in Cloud console also depend on browser localization.
Events in report exported in .pdf - UTC +0.

Please remember that using commands or recommendations from the articles without a clear understanding of their purpose may result in errors or system inoperability. Please note that some materials presented are not official, so technical support may decline to support a specific unsupported configuration in some instances.

Please also ensure to use the official documentation, found in this link.