KES 11 - Slow outlook app after installing KES 11

[Nikolay Arinchev]

Hello!

Please proceed to the companyaccount.kaspersky.com and create an incident.

Please tell us the number of that incident.

Thank you!

[lubyou]

Hi,

We are having the same issue for one of our customers.

Disabling Kaspersky or individual components does not thing for us, however, disabling the Outlook add-ins seems to fix it.

Is there a private patch available that fixes this issue?

 

Thank you

[Nikolay Arinchev]

Hi,

Please create a request to companyaccount.kaspersky.com to get the patch.

Please tell us the number of that request.

Thank you!

[lubyou]

Hi Nikolay,

 

INC000009315603

 

Thank you!

[Ivan.Ponomarev]

Hello!

Wait for the answer in the incident. 

Thanks!

[neosys]

Same problem here for one of our client, many Outlook user affected. Versions ranges from 2013 or 2016.

We see 2 "Kaspersky Outlook Anti-Virus Addin" available in Outlook :

1 is un-ticked and the mcou.dll resides in the KES10 program folder. (folder no longer exists once KWS11 is installed on the previous KES10)
- this COM Add-in can't be removed from outlook. Even with a domain admin account.

Then the second Add In entry is ticked and points to the KES for windows x86 program file folder (that exists)

We requested the pf5039 patch to fix this slow behavior.

[Ivan.Ponomarev]

Hello!

Please sahre us the incidnet number and wait for the answer there. 

Thanks!

[ThomasLating]

Am ‎08‎.‎06‎.‎2018 um 23:58 schrieb Ivan.Ponomarev:

Hello!

Please proceed to the companyaccount.kaspersky.com and create an incident after a registration on this ressource. 

Thanks!

Is pf5039 also included in pf 5060?

[Kirill Tsapovsky]

14 minutes ago, ThomasLating said:

Is pf5039 also included in pf 5060?

Hello.

Currently, all new pf's are cumulative (in regard to all the older patches for the same version of KES), so the general answer to that question is yes.

Thank you.

[Shachar]

Hi

Same issue with KES 11 slowing down outlook

Fixed when disabling the add-on

I've created a support ticket: INC000009394714

Please send a fix

Thanks

[Ivan.Ponomarev]

Hello!

Please wait for the answer in the incident.

Thanks!

[Janith]

HI 

After installing KES 11.0.0.6499 AES256  all users outlook get stuck/ Slow temporary two  options i have done 

1 click offline button in outlook it working fine.

2  when untick  the add-on in outlook 

Please give us a permanent solution ASAP. 

Thanks

Janith.

 

[Ivan.Ponomarev]

Hello!

You can get the needed private patch via an incident at companyaccount.kaspersky.com

Thanks!

[Janith]

Dear All 

This the simple way to fix this Issue.

1 go to KES 11 policy 

2 Expand Essential Treat Protection and select Mail threat Protection 

3 select settings  and select again settings under Connectivity 

4 Untick Scan when reading 

5 ok 

you can do this in local PC first disable policy and open outlook click file - option -  Add-ins - select  Kasperkey outlook....   ---  add-in-options and Untick Scan when reading .

this work for me 

Thanks

Janith 

 

 

 

[Konstantin Antonov]

Thank you for provided information.

Thank you!

[David1060]

Maybe this would help dev identify the source of the problem..

I have about 100 computers just upgraded to KES11 too. Half of them are not using Outlook, other half is using Outlook 2010 2013 2016 and 2019 and use our local Exchange Server. No problem.

But 1 computer is having that particular problem, freeze, slow drasticly, is using his personnal outlook.com account.

 

Workarround proposed by Janith work.

Edited November 6, 2018 by David1060
Workarround work

[Peter Cauwenbergh]

I Have the same problem on 2 computers (one has outlook 2013 and the ther 2016) in a pool of 125 computers.
all other computers seem to have no problem with is.
 I solved it first by upgradeing from KES 10 to KES 11 but as soon as i configured the policy in the KCS, problem came back.

So the reply by Janith seems to make sense. 

However, this is alomst ONE YEAR after this problem was reported by charbelseif  for the first time on this thread...

HOWECOME THIS IS'NT SOLVED in the software patches by default?

Why do I need to spend hours of time searching for a sollution that shouldn't be a problem in the first place?

and even when i find a sollutin, i still need to request a Private Patch???

VERRY DISAPOINTED IN KES!

[webaccounts]

On 11/6/2018 at 9:19 AM, David1060 said:

Maybe this would help dev identify the source of the problem..

I have about 100 computers just upgraded to KES11 too. Half of them are not using Outlook, other half is using Outlook 2010 2013 2016 and 2019 and use our local Exchange Server. No problem.

But 1 computer is having that particular problem, freeze, slow drasticly, is using his personnal outlook.com account.

 

Workarround proposed by Janith work.

To add to the problem is seems to really only effect Outlook users that use shared mailboxes or connected to other email accounts. Mostly because this is unaffected by cache exchange accounts which most of our peeps have only their primary cache account.

[Ivan.Ponomarev]

Hello!

If you found a working solution, please share it to us.

Thanks!

[Peter Cauwenbergh]

I got this finally fixed with a personal fix (an personal update provided by Kaspersky).

there seems to be no other way around it:

you need to create a support ticket with Kaspersky support and they will give you a personal fix.

Luckally, the personal fix works for avery computer in my domain.

I guess it might have something to do with your licensefile that requires them to create a unique fix for each enviroment.

Somehow they don't manage to get the fix in a general update...

quite dissapointing.

But after the personal fix, i have't had any issues anymore.

 

[Nikolay Arinchev]

Hi,

Thank you for your feedback!

[koomenator]

Well reading this thread was a complete waste of time.

How about providing some answers Kaspersky support reps?  Stop with the "contact support and open a case". 

Calling the support line is a crap shoot at best. 

 

[Ivan.Ponomarev]

Hello!

According to the support rules the private fix patches (PF) can be provided only via an incident at companyaccount.kaspersky.com

Thanks!