KES 10 need to be restored

[Helpdesk ASLI]

Hi Kaspersky Team,

Please Kindly help and advice for our Kaspersky problem. Some times our KES on Device encrypted get errors the application needs to be restored run the setup wizard to restore (error attached). What the root cause of this error? We hope can get work around for this case.

High appreciate for your support.

Thank you.

Best Regards,

IT Astralife

[Helpdesk ASLI]

Dear Kaspersky Team,

 Please find the link of attached log from device. please note the link will be deleted on 17 September, 2018

https://wetransfer.com/downloads/b429ca6135e729f2004890987792db8920180910144845/213e410322ecfa86906c0b8031680baf20180910144845/56e611

[Nikolay Arinchev]

Hi,

You can run installation package at that host and restore broken installation.

[Helpdesk ASLI]

Hi Kaspersky team,

We have tried to reinstall KES 10, but it didn't work. Whether the encrypted device can be reinstalled KES 10?

High appreciate for your support.
Thank you.
Best Regards,
IT Astralife

[Konstantin Antonov]

Did you try to restore with Control Panel -> Programs and Features?

Thank you!

[Helpdesk ASLI]

No, we didn't try to restore from Control Panel. We can't modify or repair as shown picture attached due to Action prohibited by a group administration policy. So we try to restore with stand alone installer from KSC. Please advise.

High appreciate for your support.
Thank you.

[Nikolay Arinchev]

" Whether the encrypted device can be reinstalled KES 10?"

If your device is encrypted, than you have to dercypt it completely, reinstall KES manually or via KSC, and then decypt it back.

Thank you!

[Helpdesk ASLI]

Hi Kaspersky Team,

Could you tell us, what the root cause of this error?

High appreciate for your support.

Thank you.

[Evgeny_E]

 

 

 

[Kirill Tsapovsky]

On 9/14/2018 at 5:25 PM, Helpdesk ASLI said:

Hi Kaspersky Team,

Could you tell us, what the root cause of this error?

High appreciate for your support.

Thank you.

Hello.

Please collect KES traces on product restart (or host reboot) reproducing the error, for analysis.

Thank you.

[Helpdesk ASLI]

Dear Kaspersky Team,

Please find the link of attached log from the other device. please note the link will be deleted on 24 September, 2018

https://we.tl/t-qPGsFDdgSn

High appreciate for your support.
Thank you.

[Nikolay Arinchev]

Hi,

To collect kes traces as described above please start KES traces and then reboot the system.

Thank you!

[Helpdesk ASLI]

Hi Kaspersky Team,

The main windows KES cannot be opened, an error appears like the picture in the previous post.

Please advice.

 

Thank you

 

[Dmitry Parshutin]

4 часа назад, Helpdesk ASLI сказал:

Hi Kaspersky Team,

The main windows KES cannot be opened, an error appears like the picture in the previous post.

Please advice.

 

Thank you

 

Hello!

Please, collect traces using windows registry. You can find needed information HERE 

Thank you!

[Helpdesk ASLI]

Dear Kaspersky Team,

Please find the attached trace.

High appreciate for your support.
 

Thank you.

trace.zip

[Konstantin Antonov]

В 13.09.2018 в 13:04, Helpdesk ASLI сказал:

No, we didn't try to restore from Control Panel. We can't modify or repair as shown picture attached due to Action prohibited by a group administration policy. So we try to restore with stand alone installer from KSC. Please advise.

High appreciate for your support.
Thank you.

Is it possible to modify group policy and try to run repair?

Thank you!

[Helpdesk ASLI]

Dear Kaspersky Team,

it's not worked, The group policy has been modified, We can't modify or repair as shown picture attached. please advise.

 

High appreciate for your support.

 

Thank you

[Nikolay Arinchev]

Hi,

Unfortunately, these traces are not collected during restart. There should be 2 sets of traces.

It`s critical to get traces at system restart to shed some light on your problem.

Thank you!