I wanted to share a really frustrating experience I’ve been having with Kaspersky’s support and their VPN service lately, mostly to see if anyone else is dealing with the same thing.

The Support Experience Last week, I contacted chat support because the VPN is not working on my router, never worked, I bought a new one and still not working. The agent gave me a 2-day resolution window and promised to email me the support protocol and follow-up updates. None of that happened. They completely ignored the deadline, never sent an email, and left me with zero updates or explanations. It feels like a total lack of respect for the customer's time.

The Technical Issues On top of the bad support, the service itself has serious flaws right now:

• The OpenVPN files are useless: The configuration files Kaspersky provides just don't work with standard router firmware (I'm using an Archer AX53 now). When trying to connect, the status just sits on "Connecting" forever. It seems like their files don't even follow the standard, true compatible router OpenVPN protocol, making them completely ineffective for standard routers.

• No WireGuard alternative: Ever since the changes back in January, WireGuard is nowhere to be found. So when OpenVPN fails, there isn't even a modern alternative to fall back on.

Right now, the VPN is completely unusable at the router level, and support is just missing in action.

Has anyone actually managed to get their OpenVPN config working on a router recently, or is everyone else getting ignored by support too?

every time turning on vpn on Egypt sever the location became in Amsterdam  not egypt !!!

First i tested on openvpn from terminal and get this Options error: remote: bad protocol associated with host br2-auto-udp-qr2.ptoserver.com: 'UDP', them I removed the "UDP" from the last part and it worked, but for some reason certain sites work and others don't. Them I tryed from network manager with and without "UDP" part and get the same results.

Is just me or the ovpn files are having the same problem with someone else?

I’m assured it exists somewhere, I’ve got the OpenVPN app on my tv just waiting to apply the file.

if anyone knows of a link could you please let me know.

Ive looked everywhere on the Kaspersky site.

I would like to know if the router VPN option will be available again in the near future. If not, I believe I should be entitled to a refund and cancellation of the service, as they are no longer meeting the terms of the service agreement. Has anyone else gone down this path?

Not sure if this is the right place but I have a question. 

Couple of days ago I bought Kaspersky premium. I use it on my Samsung Ultra phone. 

For some reason I can't find the VPN section in the app. 

I tried to use it in the seperately app, but than it tells me it is included in de main Kaspersky mobile app. 

What am I missing? 

Thank you 

After restarting the software 3 tries, I uninstalled it in attempt to reinstall

after the reinstall I am stuck on this

3 reinstall attempts didn't work.

Support claims it is because I have more than 5 devices with it installed, which after reducing down to 4, and 2 further reinstall I am still stuck on this

I was given the following instructions to follow:

Quote

If the problem persists, please record Kaspersky application trace logs during the activation attempt:

○ Right click the VPN padlock icon in the bottom right corner of the screen and choose Customer Service
○ Click "Problem recording"
○ Scroll down and click "Delete all service data and reports". Click the "Delete" button
○ Choose "Activation error"
○ Check the "Record the screen" checkbox. Press "Start recording"
○ Enter the My Kaspersky logon credentials to connect the application to My K account again, wait till the error message appears.
○ If the previous attempt fails, try using the activation key PVX9B-W2T1N-Q3QK1-V3WAQ, wait till the error message appears.
○ Press the "Stop recording" button. The archive with trace files will be saved to your desktop. If the archive won't open from the desktop, please copy it to a different location (or enable inheritance for the file in Properties->Security->Advanced)
○ Send us the trace logs archive

but I was unable to even select "problem recording" because right clicking the VPN icon and selecting "Customer service" bounce me back to this:

I've done a network reset twice now. and tried everything in this other similar case https://forum.kaspersky.com/topic/vpn-refuse-to-start-55433/ but no success.

This is getting very frustrating now. Can someone please help?

What is this?? No wonder I get high pings when I thought I was connected to Singapore for playing a game in Asia server.

Does anybody have a same issue??

1. It automatically changed my settings to accept KSN (which was previously disabled).

2. The other problem was a BIG one because I didn't spot it immediately, and therefore had my privacy breached ... IT FAILED TO HIDE MY IP AND LOCATION!

I immediately logged a support ticket, and while I was waiting for a reply, I disabled my IP6 settings in my network adapter. This stopped the problem, so the automatic updated had caused the app to leak IP6 information, and thereby disclosed my IP4 address and location.

When support wrote back, they advised me to remove the VPN with Kavremvr.exe and reinstall the VPN software.

This has now fixed the IP6 leaking problem, BUT I RECOMMEND THAT YOU ALWAYS CHECK YOUR IP ADDRESS WHEN YOU NOTICE AN AUTOMATED UPDATE.

I have asked Kaspersky to investigate the automatic update process to avoid this in the future.

I configured the VPN for router option on my TP-Link router but the connections is not completing.

I am posting a screenshot of the issue. 

My IP still appears as from Italy when routed through the VPN. 

It's going to be a last minute choice but maybe It's time for goodbye

I'd like to Thanx the team for all the years together

We would like to follow-up on the router support that you have asked about. We have reсently restored router support, with OpenVPN configuration files now available for you on My Kaspersky. We also plan to add WireGuard configuration support in the upcoming months.

At some point I set the VPN to cover my router and every device connected. I have turned it off before but cannot figure out how to do it now. 

I'm trying to set up a WireGuard connection. According to the support page, configuration files for 3rd-party clients should be available for download at https://my.kaspersky.com/VPN after logging in.

I recall seeing this option a few months ago, but I didn't have the chance to try it then. Now that I actually need it, the option seems to have disappeared from the page. Could you please help me find where it is or let me know if something has changed?

As you can see in the attached screenshot:

Thanks in advance!

After losing access to my router WireGuard VPN configuration, I've been trying to use the VPN app to connect to the new servers and since starting to use the app, I've been having problems while connecting to the official valve CS2 servers.

Here are the initial ping measurements right after launching the game;

Even i try to refresh the ping measurements, i get no servers other than Chinese ones. And this is what happens when i try to queue for a match:

The only exception to this is when I connect to the Estonian VPN servers. I can play the game on Estonian servers without any problems whatsoever. However, on any other server location, the game cannot ping the official servers via UDP, and fails to put me into a match.

The weird part is that when i try to ping the Valve servers themselves using ICMP protocol, replies arrive normally as expected. As example, here are the results after i try to ping Valve's Stockholm and Frankfurt servers over the same VPN connection that gives me errors;

So, as far as i can tell, the VPN servers somehow block the incoming or outgoing CS2 UDP packets. There are also problems with CS 1.6 servers for some reason. When I try to join some public CS 1.6 servers that i like to regularly play on, i can get in the game, but after like 10 seconds i start to get packet drops and the game starts to act very weird. The HUD elements such as my crosshair, remaining health and ammo, and the kill feed just disappear and after another 20-30 seconds the game kicks me out with messages such as 'Reliable channel overflowed' or 'Unable to connect to Steam'.

I usually get the 'Reliable channel overflowed' error rather than this one, and these errors DO NOT occur when I'm not connected to the VPN, or when I'm connected to the Estonian servers. Long story short, something is seemingly very off and needs to get fixed. I can also perform further tests if needed.

Thanks a lot in advance.

Since a couple of days I'm receiving the error as presented in the attached screen.

If I follow the guidance and disable to core isolation, it's gone, but once I re-enable it, the error is back. Is this an issue with Kaspersky? Can someone help with this one?

• I have Kaspersky Plus (unlimited VPN).
• I have the latest update for Kaspersky VPN v21.24.8.522-2.
• Split Tunneling is OFF, so no conflictions there.
• Smart Protection is ON, however the main screen says I need to enable Windows location services and restart (it's disabled in my OS).

Do I need to have the VPN connected all the time from the main screen (and it will only affect my website?), or how is this supposed to work exactly?