billpete

Thanks @Flood and Flood's wife hmmm - It’s one of those things that will niggle me if I don’t try it, and I do feel that it’s something I should try because of all the time and effort you have spent helping me. At the moment I have more pressing things to get on with, but I’m sure as autumn rolls in and the weather gets (even worse) than it has been during the summer, one rainy day I’ll have a go. I’ll post back when I have In the meantime - thanks again and very best wishes Pete

Hi @Flood and Flood's wife and again, thanks for your reply and help. I sent a message to Tech Support and got the reply - below. This software is frustrating and I hadn’t expected to spend so much time trying to get it to work. I don’t feel comfortable doing the steps outlined in their response and it will likely take about 2-3 months for me to gather the data they require. The licence expires in January, so I plan to continue to monitor KIS every day and restart it when necessary. When the licence expires, regrettably I’ll likely go back to Norton as I had no issues with that. I really do appreciate all the time and effort you have expended trying to help me, but I don’t want to waste more time in an effort to get this software working when there is a viable alternative. When I replace my mobile, I’ll probably try KIS again - it has worked perfectly on my PC with no issues and constant intrusions (as I get with Norton). Thank you for all your efforts! Very best wishes Pete Message - Dear customer, Greetings! Sorry to hear you're having this issue, let me do my best to sort this out. For us to investigate further, please provide us the following information: Data #1 ====== Could you please show me what you see with a screenshot? For more details, here are instructions on how to take a screenshot: http://support.kaspersky.com/us/492?cid=pe Data #2 ====== Does the issue occurred under a mobile network or a Wi-Fi connection? Data #3 ====== For us to understand why this is happening, please follow these simple steps to install a special 'debug' version of our app that records detailed logs: 1. Download the special version here: kas.pr/KIS_debug 2. Disable automatic updating of Kaspersky Internet Security: Open the Play Store App, click on the three horizontal lines at the top-left corner and select “My apps and games”. Go to ‘Installed’, click on the Kaspersky app, then click on three vertical dots at the top-right corner and uncheck “Enable auto-update”. 3. Uninstall regular Kaspersky Internet Security via standard means, like so: http://support.kaspersky.com/10196#block1 If you have any difficulties uninstalling it like that, try with the Application manager: https://support.kaspersky.com/10196#block2 4. Install the debug version and reproduce the issue a couple of times. 5. Check the root folder of your SD Card for logs, the folder is called /sdcard. It will contain files like these: "kisa_(date and time).log". Copy them, please, and send them to us. 4) We also need you to download and run a free application, called AIDA64 (by FinalWire Ltd.): https://play.google.com/store/apps/details?id=com.finalwire.aida64 1. Once the app is downloaded and ran, tap the three-dotted button in the upper right corner; 2. Tap "Send Report in E-mail" and send the resulting report to your own mailbox; 3. Afterwards, open your mailbox and find that report (usually the subject field reads as “AIDA64 for Android v1.60 Report”); 4. Please copy the entire report and paste it in your reply; once you have done so click Send/Reply/Submit. We remain at your disposal for any further assistance. Regards, Isha | Customer Service Representative To reply to this request, you can simply reply to this e-mail leaving the subject line unchanged. If we do not receive a response from you within 7 days, your request will be considered resolved by our system. If you would like us to leave your request open, you can simply let us know by replying to this e-mail or sending a new reply through My Kaspersky. Best regards, Kaspersky Technical Support

Hi @Flood and Flood's wife I’ve been checking that KIS is running each day, and today I see it’s not running again… I’ll raise it with KIS support as you suggested above. I’m finding KIS on Android is a right PITA! All the best Pete

Thanks again @Flood and Flood's wife I’ve uninstalled as per your previous instructions and reinstalled I didn’t get the msg about Auto Launch this time... It seems to be working ok atm Many thanks for your amazing and continued support :) Pete

Thanks @Flood and Flood's wife Re. Re “2nd question”, 6 days ago → 30th July 2021, you said “KIS said to turn Manage Automatically to OFF and turn Manage Manually ON” That appeared during installation, so it may be easier to wait for your update tomorrow and take it from there if I need to uninstall and reinstall and I’ll take a pic when it appears. Thanks again Pete PS - If you’d like me to uninstall and reinstall before tomorrow, pls let me know

Thanks @Flood and Flood's wife this is a screen shot Sorry, but I don’t understand your 2nd question

Thanks @Flood and Flood's wife It’s been fine until today. KIS was running this morning, then I plugged in to re-charge and just noticed that at 78% charged KIS is no longer running. Re. Launching automatically I tap on Settings, then App Info, then Open By Default and all the options are greyed out, so I don’t know if that means it launches automatically or not Best wishes Pete

Hi @Flood and Flood's wife I finally got round to uninstalling and reinstalling yesterday. I can’t thank you enough for your detailed instructions. The only thing I came across that was different was that during the installation I had to do something relating to Not launch KIS automatically and select something else - I tried but something went wrong and I couldn’t work out how to get back to that stage... However it is still working today. Previously, over the last few weeks I’ve been monitoring KIS daily and I’ve found that on charging the phone once the charge has reached 100% and it’s been at 100% for a while - it is at that point that KIS stops running and when I reboot KIS does not load on startup. If I catch it before it reaches 100% then KIS still runs and if I reboot, KIS loads on startup. I’ll keep an eye on it daily and see how it goes when charging and report back in about a week (or sooner if it goes wrong :)) Thank you both again for your amazing support!! Pete PS - re the bit where it ‘went wrong’ above I made a note. KIS said to turn Manage Automatically to OFF and turn Manage Manually ON That’s the bit where something happened and I couldn’t get back to it.

Thank you so much @Flood and Flood's wife I hope to have time to follow your steps in the next couple of days and I will report back. You have been so very helpful - thanks a million for all your efforts, I really do appreciate it. Best wishes Pete

Thank you again @Flood and Flood's wife I appreciate your time and effort to help me. Is there a step by step guide to installing KIS on Android do you know? I understand that to uninstall all I need to do is move the app to the trash, but what steps do I need to take to perform a ‘clean install’? If not, I’ll have a go in the next few days and let you know how it goes Very best wishes Pete

Thanks again Flood & Mrs Flood :) It took me many hours over 2 days when I last uninstalled and reinstalled. I got asked so many questions and permissions I didn’t know the answer to so I probably clicked something I shouldn’t have. I recall something about having to view adverts when I downloaded the last time. I do remember I declined adverts, so that may have been an issue I can do just about anything with a PC - but mobiles remain a mystery to me. If I install software on a PC it’s a matter of a couple of clicks and it’s done - on a mobile phone it’s a whole different scenario. I don’t recall so many problem with Norton, so I may go back to that - even though I find it obtrusive. If I get enough spare time I may try the uninstall/reinstall but I feel very nervous doing it. Thanks again & very best wishes Pete

Re a thread I started a while ago- https://community.kaspersky.com/kaspersky-internet-security-13/kis-on-android-keeps-closing-15292?postid=71888#post71888 The problem has returned. As per the advice from @Flood and Flood's wife I turn my mobile off every week and check that KIS loads on boot. I checked yesterday and KIS was working - today it is not. I’ve not turned my phone off during that time Having re-started KIS it tells me that websites are not scanned (which presumably they were yesterday) I’ve just turned my mobile off and back on and KIS has not loaded… Very frustrating Any assistance will be much appreciated Thanks

It was all so much easier back in the 1980’s when all I had to deal with was MS-DOS :) Thank you so much for all your help Flood Very best wishes Pete

many thanks Flood

Thanks Flood -