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Virus Detection Issue

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Dear Support,

There is an odd issue that Kaspersky with all latest database and latest version installed in unable to detect viruses/infected files. 
A client is having issue that many of their devices are running very slower and Task manager showing no high utilization, but when the client runs "Malwarebytes"/"Commodo"/"Avast", these AV instantly detects infected files and device gets running perfectly fine. Kindly find the attached reports of that AV. Thanks

malware report.txt

virus detail report.txt

virus report.txt

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3 hours ago, Ivan.Ponomarev said:


What software is in use? What is its version? 

What malware is being found? 


Thanks for your prompt response.

Malwarebytes AV software is being used by client and files are attached in last post which shows detected files. Thanks

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10 minutes ago, Ivan.Ponomarev said:

Does you client use the KL software? 


Yes, KES 11, KSC Network Agent 10.5

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On 2/20/2019 at 11:02 AM, Nikolay Arinchev said:


Please create a request to https://companyaccount.kaspersky.com and attach all suspicious files to it within password protected archive.

Please tell us the number of that incident.

Thank you!

The incident number is INC000010201255.

Kindly note that there is a very critical issue in the network that Outlook, Windows Live Mail, Thunderbird sends mail to anyone automatically, and the user gets the bounce back email which was not actually send but its all being done automatically maybe because of Virus or something. I have found threads on Microsoft forum regarding this same and many suggestions are to Install Malwarebytes AV, and this is what customer is saying that why is Kaspersky unable to stop this and we have no answer to them. Kindly guide on this matter.. Thanks

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