althetrainer

I returned here to give one last update on my issue, despite it's not resolved. So far customer support is still at the "send me a screen shot" stage. I have talked to 4 different members from the support team and was given 5 different case numbers. Each time I was asked the same questions (gave them the same answers) and the support team member would do just one thing then told me to wait for another 24 hours. I dealt with them throughout my Christmas and New Year holidays but the progress was extremely slow, if any. When they finally "escalated" my case, I was sent instructions on how to trace the unknown devices. I read through all the steps but couldn't quite figure out each step, called support for clarifications. They explained to me up to step # 2, when I said I didn't understadn how to do step # 3. <describe the exact scenario to trace>, I was told just follow the steps. I thought once enabled trace, rebooted my computer Kaspersky started that's when a window would pop up where I could describe the scenario. But no, I turned on trace, rebooted my pc, Kaspersky didn't start automatically so I manually opened it but there's nowhere I could "describe the scenario to trace". So I contacted support again, was given yet another case #, answered the same questions, reset passwords, full scan etc etc. I asked where could I go to describe my scenario, the agent told me to ignore the previous instructions because he was going to send me a new set of instructions. They came in an email in steps, just like before, something about recording instead of tracing. One of the steps was to "run the third party software" to recreate the problems. I replied to the email stating my problem was unknown devices kept adding themselves to my account and that I didn't have any thrid party software. The same agent simply disappeared for a couple of days. Two days later a new agent sent me a new email asking me for a screenshot that I had sent to the previous agent twice. At that point, I knew no real help would be coming from the support team other than the run-arounds. I decided to take matters into my own hand. Since my license key was good for three different devices and each time one became available an unknown device would take that spot. I could simply occupy all three of them. I bought a semi broken computer, added it to my Kaspersky account, blocking any more unknown devices from getting in. I don't know if this is a long term solution or if they will ever figure a way to kick my own devices out. For now, at least I don't have to keep going back and forth with Kaspersky support team in frustration. I want to say thank you for your time and patience trying to assist me but I believe this won't anywhere. I have been using Kaspersky for 15 years. When most stores in Canada dropped Kaspersky even my husband and son decided to use something I stuck by it because it's a good software. Unfortunately, the software is only as good as its support, after 15 years I will have to say goodbye to my cyber security sweetheart and start looking elsewhere. All the best and Happy New Year!

Will do. The irony is that my Kaspersky password is new. I can definitely create another one tomorrow. Thanks again for your time. I will keep you posted should there be a new development.

1) I tried to explain to him there were multiple unknown devices trying to add to my account but he said he had already removed the one shown and that there's nothing else he could do. He told me to return to chat should another unknown device added to my account then they would escalat the case. 2) Case number is INC000016019403

Damn. I just closed the chat. Though likely the issue is not gone. The operator pretty much just removed the unknown device for me but nothing else. Then an email was sent to me stating the issue was resolved. Haha. I am sure I will be chatting with them again soon. Will definitely let them know there's no email icon on my end.

Thanks! I started a chat then realized it's not live. They sent me a canned email stating a case file had been created for me now I am waiting for their response. Edit: It is live, just very slow. LOL

Never mind. I found a chat. On it now... Do you happen to have a clickable link to Kaspersky Customer Service? I was looking for it initially but couldn't find it, ended up in this forum. Thank you very much!

Here's a screen shot with the top device highlighted. I didn't get any email messages regarding the visits, only when a new device was added successfully.

Spoke too soon. The other one that I removed a few days ago returned just now. Not only a visit but was added to my account. Not only they added a new device successfully but also kicked out my second pc.

I did get some rest, thank you! It does look like the same unknown device. Here's the rest of the report.

Thank you. Just a quick update. I managed to run full scans on both computers today, reports came clean. Didn't have time to reset the router password and onward but I logged in to remove the unknown device, expecting to see it back in a couple of hours. To my surprise, it did't happen. I checked security reports, noticed three additional attempts to connect to my account but failed to add. It has been 10 hours no new devices were added to my account. Since I am busy preparing for Christmas I might as well just observe for the next few days before I take the next step. If all goes well I won't be back until after Christmas. Thank you again for your time and assistance. Happy holidays.

2) There were two devices that kept coming back, another one GWNR51416 (desktop) finally stopped after being removed multiple times in the past two days. This one, QKEEF96 (desktop) still comes back, usually within an hour after removal. 3) Seems to be the case but the KIS license expired last year and I am currently running Standard - the active one. 4) Yes, I only have one active license, the rest of them all expired. Though I don't know why they show up under my account. 5) - 15) I will do that tomorrow. This is 1am MST, I am running out of juice. Will report back once I go through all the steps. Thank you very much for taking time to walk me through. I hope the issue will be resolved quickly. Much appreciated.

1) Yes, that's the one unknown to me and keeps coming back after being removed multiple times. 2) Screen shot attached. 3) Screen shot attached. 4) I blacked out the two device names actually belong to me, leaving only the unknown one visible. If you need my other two IDs please let me know.

1) I don't use a VPN 2) Yes, the name provided by the email and shown in my account matched (see attachment) 3) Date and time matched (Just connected again about an hour ago. 4) I don't quite understand this question. I downloaded the authentication app on my phone. Whenver I log in, I receive a 6-digit code in my phone to use on my pc for log in. Did I answer your question? 5) The email is too large to be captured by one screen shot so I did it in three sections. I will also attach a screen shot of the said device added to my account.

I have Kasperski Standard that I am using for two home computers. However, I keep getting emails from Kasperski telling me new computers added to my account. I logged in to remove them but they kept coming back. I have 2-step authentication set up but that didn't seem to be able to stop them. What else could I do?