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Mewburn

Kaspersky - Fundamentally Flawed?

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We have had all of the same issues...including the licensing issue which just recently cropped up. We've pretty much given up on turning in Incidents and usually end up reinstalling. We've been waiting on MR1 since April and it continues to be pushed back. We're not holding our breath for any fixes at all anymore. Kaspersky went from a product that we raved about to one that we can no longer recommend. We, too, feel like beta testers. :dash1:

Hello!

Could you please post one of your INC numbers?

We will try our best to solve your problems or at least provide you with a temporary workaround.

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INC000001877677 has been open for 4 months. This is an issue where most client Tasks appear in Russian instead of English in the KSC (see attachment). This significantly impacts usability. I haven't gotten any information other than "It's being looked at". I'd really like to know the status and when a "fix" can be expected.

 

It's such a glaring error and one that seems easily resolvable, I can't understand why a fix should take so many months.

no_english.tiff

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It's such a glaring error and one that seems easily resolvable, I can't understand why a fix should take so many months.

I've had several cases open for weeks without response where, when I took a look at the trace files, I could spot the problem within minutes. Playing my own tech support was much faster than waiting for a reply from Kaspersky.. I'm seriously considering not paying for support next year.

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INC000001877677 has been open for 4 months. This is an issue where most client Tasks appear in Russian instead of English in the KSC (see attachment). This significantly impacts usability. I haven't gotten any information other than "It's being looked at". I'd really like to know the status and when a "fix" can be expected.

 

It's such a glaring error and one that seems easily resolvable, I can't understand why a fix should take so many months.

 

Hello.

 

I've sent status update request to responsible specialist. He will answer you ASAP.

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Question for Kaspersky: Why is it if we post our INC numbers here on the forums for the world to see all of a sudden we can get support. But users are waiting weeks and weeks for that same support with your ticketing system? Doest that seem a bit odd to you? Why force users to air their issues with things here in a public forum when you could get them quietly cleaned up and taken care of and not have people posting 'What the heck guys, I've been waiting for weeks blah blah blah' all the time?

 

I know your trying to help by getting things routed faster when they get posted to the forums, but it should never come to this point. Hire some extra people, teach them to go through your Knoweldge Base and then if they cannot find an answer in the Knoweldge Base they can send tickets to the people who know the product better....Sure, we all hate to deal with front line tech support and the people who are reading scripts to us, but that would be better than having to come to the forums, post our INC numbers and then wait for an update...

 

My two cents...

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Question for Kaspersky: Why is it if we post our INC numbers here on the forums for the world to see all of a sudden we can get support. But users are waiting weeks and weeks for that same support with your ticketing system? Doest that seem a bit odd to you? Why force users to air their issues with things here in a public forum when you could get them quietly cleaned up and taken care of and not have people posting 'What the heck guys, I've been waiting for weeks blah blah blah' all the time?

 

I know your trying to help by getting things routed faster when they get posted to the forums, but it should never come to this point. Hire some extra people, teach them to go through your Knoweldge Base and then if they cannot find an answer in the Knoweldge Base they can send tickets to the people who know the product better....Sure, we all hate to deal with front line tech support and the people who are reading scripts to us, but that would be better than having to come to the forums, post our INC numbers and then wait for an update...

 

My two cents...

Hello.

 

We are very sorry for the delays in answers. We are working hard to improve the situation.

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INC000001877677 has been open for 4 months. This is an issue where most client Tasks appear in Russian instead of English in the KSC (see attachment). This significantly impacts usability. I haven't gotten any information other than "It's being looked at". I'd really like to know the status and when a "fix" can be expected.

 

It's such a glaring error and one that seems easily resolvable, I can't understand why a fix should take so many months.

 

Hello,

 

I have been advised that you will receive a reply in the case very soon.

 

Thank You for the information provided!

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Hello,

 

I have been advised that you will receive a reply in the case very soon.

 

Thank You for the information provided!

The response was that a fix will be included in the next MR that is scheduled for end of Q4 2013. I know there's an MR scheduled for KES10, but is there also one scheduled for KES9 at the same time?

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Everyone's mileage may vary. On the day that a Sophos rep was visiting to promote his product, he wasn't even able to install it since on that day he had the "luck" that Sophos databases were detecting their own antivirus installer as malware. Well, that was fun (and sad for him!)

 

On kaspersky, the only thing i actually like is the console, because it allows me to install a program to users, also reboot, shutdown, send a message to them.

I like the "update agents" feature, since we have a very slow WAN to branches (some are even 512kbits) and that allows me to save some bandwidth.

 

The things i hate most, are the (lack of) speed and (lack of) stability. It isn't a secret that kaspersky has the slowest product out there, it consumes too much resources. Even when doing a simple task as to update itself, it takes too long and it consumes lots of cpu and brings machines to a crawl.

 

Also, it has had many bugs in my two years of use, especially version 8.1.0.831. The ones i am reminded are:

 

patch B crisis.

not scanned for a long time

unprocessed objects

database updates that killed internet access and network connections

grey K icon, could not start some components, need to reinstall everything

cannot apply our new 2013 license to 8.1.0.831 until i install the patches. cannot install the patches automatically without a valid license! need to install them manually. had this issue until 8.1.0.1042 was released

tcpip false malware detection. Well, we only had this happen on one machine, but it happened to the freaking PRESIDENT of the whole company! He went crazy and thought he was hacked, so he called every bank in the US (we are located in Venezuela) and changed all his passwords. Only for me to call later in the day to say that he was safe, that the issue was kaspersky's fault again.

 

In my opinion, kaspersky needs a reboot, just like Symanted did years ago, when the whole suite was remade from scratch and it improved a lot.

 

For me, i liked Eset better, but the administration console lacked the features that i listed i liked. It's irony none of the features i like are actually antivirus related.

Edited by fleon

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Everyone's mileage may vary. On the day that a Sophos rep was visiting to promote his product, he wasn't even able to install it since on that day he had the "luck" that Sophos databases were detecting their own antivirus installer as malware. Well, that was fun (and sad for him!)

 

On kaspersky, the only thing i actually like is the console, because it allows me to install a program to users, also reboot, shutdown, send a message to them.

I like the "update agents" feature, since we have a very slow WAN to branches (some are even 512kbits) and that allows me to save some bandwidth.

 

The things i hate most, are the (lack of) speed and (lack of) stability. It isn't a secret that kaspersky has the slowest product out there, it consumes too much resources. Even when doing a simple task as to update itself, it takes too long and it consumes lots of cpu and brings machines to a crawl.

 

Also, it has had many bugs in my two years of use, especially version 8.1.0.831. The ones i am reminded are:

 

patch B crisis.

not scanned for a long time

unprocessed objects

database updates that killed internet access and network connections

grey K icon, could not start some components, need to reinstall everything

cannot apply our new 2013 license to 8.1.0.831 until i install the patches. cannot install the patches automatically without a valid license! need to install them manually. had this issue until 8.1.0.1042 was released

tcpip false malware detection. Well, we only had this happen on one machine, but it happened to the freaking PRESIDENT of the whole company! He went crazy and thought he was hacked, so he called every bank in the US (we are located in Venezuela) and changed all his passwords. Only for me to call later in the day to say that he was safe, that the issue was kaspersky's fault again.

 

In my opinion, kaspersky needs a reboot, just like Symanted did years ago, when the whole suite was remade from scratch and it improved a lot.

 

For me, i liked Eset better, but the administration console lacked the features that i listed i liked. It's irony none of the features i like are actually antivirus related.

 

Thank you very much for choosing us.

We will try our best to provide you with all the functionality and stability you desire in our products.

We sincerely appreciate your feedback.

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I got the sames issues that is related in this topics "wks not scanned since a long time" , tasks which are lauching the wrong day and the wrong hour, Bases corrupted every week on the sames wks, workstation unusable when KES10 is launching.....

I've created support tickets with compagny account, the support responses is just a joke...

I tried to post on forum topics, everything will be cleaned with MR1, but we are waiting so long to have it.... Our users are waiting too.......

 

When does Kaspersky will take care of there clients?

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I got the sames issues that is related in this topics "wks not scanned since a long time" , tasks which are lauching the wrong day and the wrong hour, Bases corrupted every week on the sames wks, workstation unusable when KES10 is launching.....

I've created support tickets with compagny account, the support responses is just a joke...

I tried to post on forum topics, everything will be cleaned with MR1, but we are waiting so long to have it.... Our users are waiting too.......

 

When does Kaspersky will take care of there clients?

Hello!

 

Can you please kindly provide us with the numbers of submitted tickets?

We will check it.

 

Thank You!

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May I please kindly ask you to post here your INC numbers as soon as you have them?

We will try our best to provide you with timely support.

 

Okay, here is the INC for one of our ticket. Support said he was forwarding this to HQ and he asked me to provide a ton of traces, log files, etc, which I did and now I'm waiting for an answer.

 

INC000002162458

 

This is about the virus scan task running on multiple days even though it's scheduled only once per week.

 

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Okay, here is the INC for one of our ticket. Support said he was forwarding this to HQ and he asked me to provide a ton of traces, log files, etc, which I did and now I'm waiting for an answer.

 

INC000002162458

 

This is about the virus scan task running on multiple days even though it's scheduled only once per week.

 

I reported the same thing the other day, haven't opened a ticket for it, but I'll do that and link it to yours...maybe between my data and yours a soltuion can be found...

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I reported the same thing the other day, haven't opened a ticket for it, but I'll do that and link it to yours...maybe between my data and yours a soltuion can be found...

Hello!

 

Sorry, and what was you incidents number?

 

Thank You!

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Hello!

 

Sorry, and what was you incidents number?

 

Thank You!

 

I have not entered a ticket yet, wanted to talk to our TAM before I did. Once I have a ticket I'll PM you the number Kravtzov.

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Okay, here is the INC for one of our ticket. Support said he was forwarding this to HQ and he asked me to provide a ton of traces, log files, etc, which I did and now I'm waiting for an answer.

 

INC000002162458

 

This is about the virus scan task running on multiple days even though it's scheduled only once per week.

 

Still waiting for an answer on this. Spent a TON of time collecting logs, traces and everything else I was asked so I expect Kaspersky to be able to give me a status on this problem.

 

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Still waiting for an answer on this. Spent a TON of time collecting logs, traces and everything else I was asked so I expect Kaspersky to be able to give me a status on this problem.

 

Hi,

 

Your request is being worked on. You should get an update on it soon.

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Still waiting for CF1 (now being integrated into MR1) to fix issues with EP10 (which was recommended to fix problems we were having with EP8 back in APRIL 2013). I hear now that I'm stupid to expect MR1 in 2013 and to wait for Q1 2014... Maybe it'll be April and I'll have been waiting a whole year? :blink:

 

I've not raised any tickets for the last 6 months+ as have been doing my own support after Kaspersky support directed me to a local reseller for any support (really felt like they were washing their hands of me). Turns out the staff there hadn't even seen (or been trained on) EP10, yet were expected to support it. :dash2:

 

Nearing the end of our first year (of a 3 year licence). Unless things improve I'll be pushing a change of product, but cost will probably override my decision as our industry has been hit hard (like most). My time to support Kaspersky is considered much cheaper than an increase in licence cost by changing product.

 

Thankfully I've 'fixed' a lot of my problems by removing KSC and manually installing each client (luckily I don't have many to support), rolling out updates using Updater and a central distribution folder (a-la KAV6). Network overhead and stability seem loads better 'doing things the hard way'.

 

SME's have the same problems as you bigger guys - but we have to deal with 'local Kaspersky support'!

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Still waiting for CF1 (now being integrated into MR1) to fix issues with EP10 (which was recommended to fix problems we were having with EP8 back in APRIL 2013). I hear now that I'm stupid to expect MR1 in 2013 and to wait for Q1 2014... Maybe it'll be April and I'll have been waiting a whole year? :blink:

 

I've not raised any tickets for the last 6 months+ as have been doing my own support after Kaspersky support directed me to a local reseller for any support (really felt like they were washing their hands of me). Turns out the staff there hadn't even seen (or been trained on) EP10, yet were expected to support it. :dash2:

 

Nearing the end of our first year (of a 3 year licence). Unless things improve I'll be pushing a change of product, but cost will probably override my decision as our industry has been hit hard (like most). My time to support Kaspersky is considered much cheaper than an increase in licence cost by changing product.

 

Thankfully I've 'fixed' a lot of my problems by removing KSC and manually installing each client (luckily I don't have many to support), rolling out updates using Updater and a central distribution folder (a-la KAV6). Network overhead and stability seem loads better 'doing things the hard way'.

 

SME's have the same problems as you bigger guys - but we have to deal with 'local Kaspersky support'!

 

Hello!

According to the official information, we are waiting for the MR1 to be released in December 2013.

Thank you for your patience and cooperation.

Also, feel free to submit incidents in your CompanyAccount for the problems you meet - we will do our best to solve them.

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Question: Are we still on track to see MR1 in December? Haven't heard anything about it in a while, so just want to make sure that timeframes are still correct...

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Is there a target date for this yet? Dec 1st? Dec 15th? Dec 31st?

 

Hi,

 

The exact date has not been announced yet.

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We're a var in the small/medium business market and I found this thread while wasting time struggling to repair yet another failed upgrade from KSC 8 to KSC 10 (successfully installing KSC 10 onto the single DC most small businesses own is down to a mixture of luck and spiritualism).

 

We ditched Backup Exec when the 2012 release proved that Symantec had finally lost the plot, and after reading this thread and experiencing the same problems as other people here with beta level Kaspersky software (and the glacial response from tech support and the developers), I'm going to recommend that we ditch Kaspersky as well. I'm fed up to the back teeth with it.

 

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