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About sigmafs

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    Technical Support Engineer

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  1. Hello desikid_la, "Error updating KLAVA" could be caused by a couple of reasons. One of them being behind a caching proxy / firewall IIRC. Please try establishing VPN connection using Kaspersky Secure Connection and then try updating KIS. See if it works. Otherwise you always have an option to contact our technical support team for further help (you can do so via your https://my.kaspersky.com account)
  2. Hello tongtam, In your case (since we'll need you to provide activation codes for us to check) the best option is to create a request to our technical support team via https://my.kaspersky.com We'll try our best to help you.
  3. AEKeeper, Наиболее оптимальным путём решения вопроса будет создание запроса в техподдержку. Предварительно желательно сбросить настройки антивируса, проверить проблему, и, если она будет сохраняться - найти компонент, который приводит к ошибке (также, пожалуйста, временно отключите проверку защищённых соединений и посмотрите что получится). Уже с этой информацией будет проще разобраться в ситуации.
  4. Hello Anfal, Also please configure Google Public DNS for an active network adapter: https://developers.google.com/speed/public-dns/docs/using
  5. Hello, Steve H, Probably I was a bit hasty with my last reply in this thread, sorry for that. The main point stays the same though - patch E for 2017 line of products should be fully compatible with Windows 10 RS2 update. @L.Sousa Looks like we'll need to perform a comprehensive analysis of your problem. Please contact our technical support via my.kaspersky.com and we'll try our best to help you out.
  6. Hello, Windows 10 "Creators Update" isn't considered a release version of Redstone 2. Our up-to-date products will actually be compatible with Redstone 2 update when the latter will be released. Kaspersky Lab official statement on Redstone 2 support is as follows: The latest versions of Kaspersky Lab’s flagship consumer products, dating from July 2016 onwards, are compatible with Windows 10, including the latest version of the OS which will be launched on 11 April (i.e. Redstone 2). Kaspersky Lab works to protect customers from cyberthreats, regardless of which version of the operating system they use. Before upgrading to the new version of Windows 10, home users are advised to install the latest versions of Kaspersky Internet Security or Kaspersky Total Security, available for download from Kaspersky Lab’s websites at no additional cost. These versions will be compatible with the new OS on the day it's officially launched. We also recommend that users turn on the ‘automatic updates’ feature in their Kaspersky Lab solutions, so they automatically receive any subsequent updates and product improvements. Kaspersky Lab’s free and freemium B2C solutions also support the new version of Windows 10. As the cyberthreat landscape is constantly evolving, we strongly recommend users apply specialized protection solutions from esteemed security vendors, regardless of the OS they use.
  7. Добрый вечер! Большая просьба всем столкнувшимся с данной проблемой проверить её наличие на версии KIS 2018 beta, которую можно скачать тут: https://forum.kaspersky.com/index.php?showtopic=359109 Спасибо!
  8. Hello, Ambrosio Cunha, Could you please check the problem on KIS 2018 beta and inform us about results here? Beta version installer is available here: https://forum.kaspersky.com/index.php?showtopic=359121 Also, Please read the Important Beta Instructions, here: https://forum.kaspersky.com/index.php?showtopic=161942 Thank you in advance!
  9. Добрый день, calavera471. Для чистоты эксперимента действительно стоит исключить возможность влияния драйверов C:\Windows\System32\drivers\avchv.sys и C:\Windows\System32\DriverStore\FileRepository\netlwf.inf_amd64_bdb6db9707546c56\BdfNdisf6.sys на ситуацию (оба драйвера запущены на момент сбора логов). Если удаление/переименовывание этих файлов в безопасном режиме не поможет, лучшим решением будет обратиться в службу технической поддержки, создав запрос.
  10. В марте было заведено пожелание по возвращению данной возможности на портал - 1627439, надеемся, в одном из апдейтов My Kasperksy эту функцию вернут.
  11. Добрый день, Michel, Также большая просьба либо выложить файл трассировки процесса обновления (.HST) в данную тему, либо подсказать номер созданного вами запроса в службу технической поддержки. Проблема смахивает на свежий баг 1679687 Спасибо.
  12. Hello guinnf, The cause of the described situation is most likely screenshot protection feature of our Safe Banking component. Please disable it in KIS settings > Safe Money > untick "Block capturing screenshots in Protected Browser".
  13. Hello everyone, The problem that is being discussed here might be the 1583390 Bug which is going to be fixed in the upcoming KAV/KIS/KTS 2017 release. Safe Browser should open just fine if initiated from within our product's interface (i.e. open Safe Money > click on previously added https website from the list > viola) Although, due to this bug, opening them from normal browser may sometimes not work. We're sorry for any inconveniences caused by that matter. M. Clarke, Regarding the fact that only Kaspersky Protection plugin is visible and enabled - it is OK.
  14. Hello planetf1, We're sorry but Kaspersky products do not support Windows Insider Preview (and all other test/non-stable) builds. Only RTM versions of this OS are officially acceptable. Thank you for understanding.
  15. Hello Nielsen_Netsight, I think it would be best for everyone if you compose a request for our technical support team via https://center.kaspersky.com/ Please submit the following information: A. Please reboot your PC (important). Afterwards, submit a GetSystemInfo 6 utility report: http://support.kaspersky.com/general/dumps/3632 Please note, that the *.zip archive containing the report is saved on the desktop by default. B. Please submit traces: 1) Enable Tracing. Click on the customer support icon in the bottom left corner of the main Kaspersky window – Support Tools - Enable traces. 2) Reproduce the issue. Try to activate Kaspersky, wait for an error to reoccur. 3) Disable Tracing. Click on the customer support icon in the bottom left corner of the main Kaspersky window – Support Tools - Disable traces (stop). 4) Send us the resulting traces. A guide on ‘How to locate trace files’ is available via the link: http://support.kaspersky.com/11139#block1 Note that these instructions apply to 2016 version as well. Traces are *.log files with a specific name: [Product].[Version]_[Date]_[Time]_[Random].[Type]. For example: * KAV.**_**.**_***.SRV.log.enc1 * KAV.**_**.**_***.GUI.log.enc1 Please note that we require GUI and SRV traces. Please upload traces to our FTP: http://support.kaspersky.com/faq/myaccount#section2 or to any freeware file-hosting service and submit a download link. If possible, please pack traces in an archive with maximum compression. C. Provide detailed problem reproduction scenario and attach latest Netsight version so we can reproduce the issue in our test lab Thank you.