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Esther-Bayla

Greyed-out Kaspersky icon on lower right taskbar

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Five new systems all windows 7 (x64) SP1 all fully updated with the latest KIS 2014 and no other security software and all have this random greyed out taskbar item. Read through the whole thread here. This is happening on every system I install this on so I don't believe thay cannot duplicate this themselves and find the solution, they shouldn't need our log information. Litterally every system.. 2 brand new PCS built laptops, a dell latop, Sony laptop and an HP laptop.

 

I don't care if the icon is grey I just want conformation that protection is enabled when it says it is even if the icon is grey. My colleague confirms the same issue on all 6 of his machines also.

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I don't care if the icon is grey I just want conformation that protection is enabled when it says it is even if the icon is grey. My colleague confirms the same issue on all 6 of his machines also.

 

I feel the same about the gray icon and amount of time to load when allowing KIS2014 ALL the resources I can with the limited options available. I tried the KIS 2014 Geek version after full uninstall then running the kavremover then ccleaner then manual checking for anything "K" anywhere. (kavremover does a great job, better than anything supplied by any other brand I've tried.)

 

Try running the KIS 2015 RC, No grayed icon, not once in a week for me. It's smooth running too.

 

Win7x64pro SP1 NO ie11

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Thank you for the tip.. (but i don't have the time to fix this individually on all machines and re image back ups now, it should be working in the release version and be fixed by now).

 

I have noticed the grey out icon happens significantly more when you log off and then log on even to another user account than when restarting. The version is 14.0.0.4651(g)

 

When you hover the mouse over the grey icon it says: "Kaspersky Internet Security 14.0.0.4651 Starting.." even though it says it is fully enabled when opening the program.

NB Pausing and then Re-enabling protection restores the icon to red.

Screen shot below:

 

post-212983-1398795890_thumb.jpg

 

edit: add quote of the instructions, lest they be buried.

 

...Our developers need some data in order to investigate this issue and fix it. Could you, please, do the following and help us here?

 

1. Turn traces on: http://support.kaspersky.com/10010#block1

2. Reboot computer.

3. If the problem is reproduced after reboot wait for about 8-10 minutes to be sure icon doesn't become red.

4. Open product's main window and make its screenshot: http://support.kaspersky.com/general/various/492

5. Turn traces off.

6. Send collected traces and made screenshot to support in your request. You also may refer to this forum topic in support request and post request number here.

 

Thank you in advance!

Edited by richbuff

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Managed to delete about 10GB of reports in safe mode then enabled traces as per intructions above..at this point sods law comes into force and every time i retsart with it enabled the damn icon is red. The minute i disable traces and restart its grey aaaaaaaaaaah!!! :be:

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I've just updated recently from KIS 2013 to 2014 and today on my 3rd day of the program i have noticed that my KIS 14 icon was grayed out just like everybody else. I am using Win 7 Ultimate 64 bit...

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Dear Todiie,

 

Could you please clarify whether exit of Kaspersky and manual start of it helps or not?

And will Kaspersky become red after 10 minutes, if you do not do some actions?

 

Thank you.

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Dear Todiie,

 

Could you please clarify whether exit of Kaspersky and manual start of it helps or not?

And will Kaspersky become red after 10 minutes, if you do not do some actions?

 

Thank you.

 

 

Yes, manual exit and restart of the program fixed it. I will check to see if after 10 minutes fixes itself, but doesn't that mean I will be unprotected 10 minutes after i reboot my machine until it becomes active ?

Edited by Todiie

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On all of mine pausing protection then re-enabling fixes the icon, but you could wait until hell freezes over before it does it by itself ;-)

The main thing we need to know is whether the protection is actually enabled as per the main menu and its just an icon issue or whether the protection itself is a problem?

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Looks like editing is gone.

http://forum.kaspersky.com/index.php?showt...p;#entry2228719

In that post I made I wanted to add that in the 2014 Geek KIS the icon way grayed too.

Guess we can accept it or go with 2015 when it comes out.*

* If you can wait!

 

I think the edit post function may be time limited. In my time as a forum admin there were options to control how long the edit post function was available. If it was permanently available previously then I guess site admins have changed that. In my other topic I am testing KAV2014 of a standard windows account, I wonder if others could test this to see what happens.

 

 

edit: add quote of the instructions, lest they be buried.

 

...Our developers need some data in order to investigate this issue and fix it. Could you, please, do the following and help us here?

 

1. Turn traces on: http://support.kaspersky.com/10010#block1

2. Reboot computer.

3. If the problem is reproduced after reboot wait for about 8-10 minutes to be sure icon doesn't become red.

4. Open product's main window and make its screenshot: http://support.kaspersky.com/general/various/492

5. Turn traces off.

6. Send collected traces and made screenshot to support in your request. You also may refer to this forum topic in support request and post request number here.

 

Thank you in advance!

Edited by richbuff

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Traces done, apparently they were on for days, came in handy when icon was grey this morning, sincerly hope you have enough info.

 

"Thank you for contacting Kaspersky Lab Technical Support!

 

Your request number: 315983446."

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I already received a reply, but it wasn't the reply I was waiting for. Remove SpywareBlaster, Tune Up Utilities, reboot and see if the icon is still grey?! 153 days and counting...

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I don'h have these programs and I still have the grey icon. I doubt these programs are the problem...

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Same problem here 5 new Window 7 Pro 64bit PC's all greyed out.

 

See screenshot.

 

zmct1e.jpg

 

http://i62.tinypic.com/zmct1e.jpg

 

There seems to be conflicting reports as to whether protection is enabled or not when this shows in grey. When you double click the icon the main window says 'protection is enabled'.

 

Can anyone advise on this, if protection is not working we need to pull all these PCs urgently and install something else

 

Thanks

 

Edited by malik999

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I think that if protection were being enabled kaspersky would be on here like a shot saying as much to reassure people, the deafening silence to that says a great deal. My testing seems to show that on more than half the time the icon is greyed out. Moreover on repeated restarts after the previous instance of a greyed out icon I am getting an error box from Kaspersky warning me that on the previous occasion it failed to start. It then asked if I wish to send an error report, to which I agree. It then compiles the report and attempts to send it, but then says it failed. Looking at the files it tries send a file about 300MB (compressed). The fail error is not related to my internet wich is superfast cable fibre optic. This doesn't bode well for KIS2014. The machines that I still have running KIS2013 still run perfectly.

 

If this isn't resolved within the week I shall be instructing the removal of KIS 2014 on all units and 2013 put back on.

 

We need some actual clarification on the forum from staff on this matter as I get the impression that this is more than just an icon issue.

 

edit: add quote of the instructions, lest they be buried.

 

...Our developers need some data in order to investigate this issue and fix it. Could you, please, do the following and help us here?

 

1. Turn traces on: http://support.kaspersky.com/10010#block1

2. Reboot computer.

3. If the problem is reproduced after reboot wait for about 8-10 minutes to be sure icon doesn't become red.

4. Open product's main window and make its screenshot: http://support.kaspersky.com/general/various/492

5. Turn traces off.

6. Send collected traces and made screenshot to support in your request. You also may refer to this forum topic in support request and post request number here.

 

Thank you in advance!

Edited by richbuff

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Dear lucids,

 

Seems, there is only GUI-bug. It stable reproduced on my PC. All components of KIS 2014 work fine.

We created bug 859402

If this bug is reproduced on your PC please create a request to tech. support via My Kaspersky Account service at https://my.kaspersky.com

 

Submit the following data:

 

1. The problem description.

 

2. GetSystemInfo 5 utility report: http://support.kaspersky.com/general/dumps/3632

Please note, that by default the *.zip archive containing the report is saved on the desktop.

 

3. Traces:

 

1) Enable Tracing: In the bottom left corner of the main Kaspersky Window click “Support” ->“Support Tools", "Enable Traces" on Recommended trace level.

2) Reboot PC

3) Wait for the problem reproduction (set update settings daily using only arrows, then reboot and wait for 20-25 minutes).

4) Disable Tracing

 

A detailed tracing guide is available here: http://support.kaspersky.com/10010#block1

 

Thank you.

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No, you're not....if the icon is greyed out then Kaspersky is not up and running. ;)

 

What do you recommend?

 

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Quote: "What do you recommend?"

 

Try the instructions quoted below:

 

Dear lucids,

 

Seems, there is only GUI-bug. It stable reproduced on my PC. All components of KIS 2014 work fine.

We created bug 859402

If this bug is reproduced on your PC please create a request to tech. support via My Kaspersky Account service at https://my.kaspersky.com

 

Submit the following data:

 

1. The problem description.

 

2. GetSystemInfo 5 utility report: http://support.kaspersky.com/general/dumps/3632

Please note, that by default the *.zip archive containing the report is saved on the desktop.

 

3. Traces:

 

1) Enable Tracing: In the bottom left corner of the main Kaspersky Window click “Support” ->“Support Tools", "Enable Traces" on Recommended trace level.

2) Reboot PC

3) Wait for the problem reproduction (set update settings daily using only arrows, then reboot and wait for 20-25 minutes).

4) Disable Tracing

 

A detailed tracing guide is available here: http://support.kaspersky.com/10010#block1

 

Thank you.

 

Quote: "...please create a request to tech. support via My Kaspersky Account service at https://my.kaspersky.com

 

Submit the following data:

 

1. The problem description.

 

2. GetSystemInfo 5 utility report: http://support.kaspersky.com/general/dumps/3632

Please note, that by default the *.zip archive containing the report is saved on the desktop.

 

3. Traces:

 

1) Enable Tracing: In the bottom left corner of the main Kaspersky Window click “Support” ->“Support Tools", "Enable Traces" on Recommended trace level.

2) Reboot PC

3) Wait for the problem reproduction (set update settings daily using only arrows, then reboot and wait for 20-25 minutes).

4) Disable Tracing

 

A detailed tracing guide is available here: http://support.kaspersky.com/10010#block1

 

Thank you."

 

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Quote: "What do you recommend?"

 

Try the instructions quoted below:

Quote: "...please create a request to tech. support via My Kaspersky Account service at https://my.kaspersky.com

 

Submit the following data:

 

1. The problem description.

 

2. GetSystemInfo 5 utility report: http://support.kaspersky.com/general/dumps/3632

Please note, that by default the *.zip archive containing the report is saved on the desktop.

 

3. Traces:

 

1) Enable Tracing: In the bottom left corner of the main Kaspersky Window click “Support” ->“Support Tools", "Enable Traces" on Recommended trace level.

2) Reboot PC

3) Wait for the problem reproduction (set update settings daily using only arrows, then reboot and wait for 20-25 minutes).

4) Disable Tracing

 

A detailed tracing guide is available here: http://support.kaspersky.com/10010#block1

 

Thank you."

 

Has anyone already gone through the above process and got a answer back from tech support on the actual solution?

 

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Hi there,

 

Could you just try to enable icon animation in K Additional - Appearance, does it help?

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What do you recommend?

 

Just to add spice to the mix, I have had this issue for some time, either a greyed out K icon or no icon at all! Rebooting, sometimes repeatedly, seems to fix it.

 

I have a feeling Kaspersky takes a time to sort itself out after Windows Updates. The strange thing is that even with the greyed out icon when I launch the program from the Start menu I am informed that my Computer is protected! :rolleyes:

 

KIS version 14.0.0.4651(g)

 

 

 

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Oddly this has been happening to me again too. What makes it odd is that it only happens occasionally. It does not occur after every reboot. It was happening a while back when I had

application failure. But I thought s patch fixed this? The thing is,on the small occasions it has reoccurred. If I open Kaspersky all is green. But if you click details.

There are components that are disabled. Such as system watcher, Web anti virus ,etc. To add another thought for Kaspersky. About 2-3 months back I was dealing also with

Kaspersky Application failure. After failure in being able to send files to Kaspersky The ENC.Dmp were deleted. After about a week of deleting these files. The problem went away.

I originally thought it was a patch fix sent out by update? But just with in the last week or 2 now. I have again noticed the grayed out K icon. Which is very sporadic. It does not occur

very often. I would say 3 or 4 times in last week? But I did have an application Failure again before that. Again I could not send files to large. After waiting for them to send for about 15 minutes it failed.

So I deleted the .dmp files again. My Question? Curious if others in this thread have had Application Failure also. Is it possible the 2 are related? Thanks. Just a thought.

Edited by Jen27

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Is everyone facing this problem or only some ?

 

I been running something elese for a while but thought I would install KIS again since I still have a working license, but after reading this I am unsure if I should or not ?

 

Would you recommend people to wait or?

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Oddly this has been happening to me again too. What makes it odd is that it only happens occasionally. It does not occur after every reboot. It was happening a while back when I had

application failure. But I thought s patch fixed this? The thing is,on the small occasions it has reoccurred. If I open Kaspersky all is green. But if you click details.

There are components that are disabled. Such as system watcher, Web anti virus ,etc. To add another thought for Kaspersky. About 2-3 months back I was dealing also with

Kaspersky Application failure. After failure in being able to send files to Kaspersky The ENC.Dmp were deleted. After about a week of deleting these files. The problem went away.

I originally thought it was a patch fix sent out by update? But just with in the last week or 2 now. I have again noticed the grayed out K icon. Which is very sporadic. It does not occur

very often. I would say 3 or 4 times in last week? But I did have an application Failure again before that. Again I could not send files to large. After waiting for them to send for about 15 minutes it failed.

So I deleted the .dmp files again. My Question? Curious if others in this thread have had Application Failure also. Is it possible the 2 are related? Thanks. Just a thought.

 

Yes me too application failures and unsendable reports, I thought I had mentioned it earlier in the thread. And on all affected PC's the menu box for KIS is inaccessible from a standard non admin profile.

 

Need to test some more on this tomorrow and re install. It sure would have helped if KIS still had an easy method to to export a full config file. Then we could rule out any errant setting by importing a file from a working machine without any symptoms.

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It is recommended to follow the instructions, and to reply to the instructions, and quote the instructions.

 

Again, I am posting a quote of the instructions, lest they be buried:

 

Quote: "Could you just try to enable icon animation in K Additional - Appearance, does it help?

 

Try the instructions quoted below:

Quote: "...please create a request to tech. support via My Kaspersky Account service at https://my.kaspersky.com

 

Submit the following data:

 

1. The problem description.

 

2. GetSystemInfo 5 utility report: http://support.kaspersky.com/general/dumps/3632

Please note, that by default the *.zip archive containing the report is saved on the desktop.

 

3. Traces:

 

1) Enable Tracing: In the bottom left corner of the main Kaspersky Window click “Support” ->“Support Tools", "Enable Traces" on Recommended trace level.

2) Reboot PC

3) Wait for the problem reproduction (set update settings daily using only arrows, then reboot and wait for 20-25 minutes).

4) Disable Tracing

 

A detailed tracing guide is available here: http://support.kaspersky.com/10010#block1 "

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