Creeper

Hello @Wesly.Zhang, I was told to update my Network Card LAN Drivers, remove Internet Download Manager, disable Flow Control and Enable or Disable TCP/IP Offloading but none of them helped. So I had told the KL support that disabling the “Network Attack Blocker” or “Klim6” Service is the only temporary fix to eliminates the stuttering / freezing issue completely. I have been using the computer with klim6 service disabled for now. KL support told me they have forwarded the updated information to the experts to have a detailed look at it and provide a resolution but I still haven’t got a reply after 9 days. Thanks!

Hello @Wesly.Zhang, Thank you very much. The klim6 service is finally running again after typing sc config klim6 start= autobut I have disabled the “Network Attack Blocker” in Kaspersky as it started stuttering / freezing again when I started the klim6 service back on.

Hello @Wesly.Zhang, I have disabled the Kaspersky Self Defense when I executed those commands in command prompt in Administrator mode and it reports that the configuration was successful but when I reboot the computer and check the status of the “klim6” service by typing sc queryex klim6It says that the Klim6 service is stopped and is not running, so I have to manually start it by typing sc start klim6For now I have left the klim6 service turned off as it did not start with windows when I rebooted the computer. Thanks!

Hello @Wesly.Zhang, Thank you for explaining, I’ll do more research on MTU later. I have tried re-enabling klim6.sys by typing the following in the command prompt sc start klim6 sc config klim6 start=bootbut when I reboot the computer its not running automatically anymore. For running the traces I had to manually enable the klim6 service by typing sc start klim6. What should I do to make it run automatically like it was before? Thanks!

Hello @Wesly.Zhang, Thank you very much for explaining it to me. Sorry, I had mistaken what the support team had told me to re-attempt downloading at step 4. I thought I was asked to reinstall the Kaspersky Setup as it downloads the files over the internet. I had also done a bit of a research earlier today and found a website where the author mentioned that the Kaspersky NDIS Driver is incompatible with any MTU other than 1500. My ISP uses an MTU of 1452, and the author mentioned that the packets are dropped when they reaches the MTU if it is lower than 1500 so maybe this is causing some kind of a lag? Sorry I’m not an expert in this. Here is the link to the article https://hamy.io/post/0008/how-to-fully-uninstall-kasperskys-ndis-filter/#gsc.tab=0 I’ll try reproducing the problem with the klim6.sys turned on but I’ll have to wait for the Kaspersky Support Team to reply to my previous reply because the request is currently stuck on “Waiting for processing the request” so I cannot add a new reply to update the support team. Thanks!

Hello @Wesly.Zhang , Kaspersky Technical Support Team asked me to follow these steps to send the traces to them but I’m stuck on Step 4. Can you please help? 1. As you have mentioned that Network Attack Blocker seems to be the issue please re-enable it 2. Enable Tracing. Click on the customer support icon in the bottom left corner of the main Kaspersky window – Support Tools - Enable traces. 3. Reboot your PC and wait for Kaspersky to start. 4. Please re-attempt downloading. Please give it a few minutes 5. Disable Tracing. Click on the customer support icon in the bottom left corner of the main Kaspersky window – Support Tools - Disable traces (stop). 6. Send us the resulting traces. I tried to install the Kaspersky Setup after following step 3 and let it download but it ask me to restart my computer every time as the previous Kaspersky installation is still installed and it removes the whole Kaspersky Internet Security Anti Virus when the computer restarts and after the computer reboots it start downloading automatically and installs the anti virus. When I go to disable the tracing, its not running and there is no tracing results as it probably got removed during the automatic uninstallation when running the Kaspersky setup. I have asked them to clarify step 4 and still waiting for the reply. I have also tried to update them about the klim6.sys related issue but my support request is stuck on “Waiting for processing the request” so I cannot add a new reply. And is it safe to leave the “klim6.sys” disabled or should I re-enable it back? Thanks!

Hello @Wesly.Zhang, I have executed the commands as instructed and the stuttering / freezing is completely gone and I feel that my internet feels much more smoother and the mouse cursor as well, I’m not sure if my computer feel much smoother as a whole as well. Thanks!

Hello @Wesly.Zhang, I was asked to send the tracing results to KL. I have ran the above commands and attached the ndis filter results. I’m using a Nvidia GTX 1070 graphics card.

@Wesly.Zhang Hello, I mainly use the LAN connection on my PC. The TP-Link USB Wifi Adapter is only used for back up when my main internet connection is down. I had already tried removing the TP-Link USB Wifi Adapter from the PC and tested with the Wifi adapter unplugged but the stuttering / freezing problem is still there. This problem is mostly noticeable on LAN connection as there is much more frequent stuttering / freezing with the LAN connection when the internet usage is high. I cannot confirm if the stuttering / freezing issue is preset on Wifi Adapter yet because the Wifi seem to be working fine without the stuttering / freezing problem, I had only heard the audio freeze one or twice with the Wifi adapter I think, I’ll have to do more testing with the Wifi Adapter to confirm the problem. UPDATE: The Wifi Adapter doesn’t have the stuttering / freezing problem but there is sometimes a popping or freezing sound that happens rarely and is not very noticeable.

Your Windows Event Log contains multiple Errors and Warnings that are pointing to Kaspersky e.g. “Application: Kaspersky Internet Security -- Error 29000. You must close Kaspersky Internet Security before proceeding with the installation.” “Application: Kaspersky Secure Connection -- Error 29000. You must close Kaspersky Secure Connection before proceeding with the installation.” Hello @Berny, The GSI and Windows Event Logs attached to this topic is an old log from when I had trouble getting the Kaspersky installation to install without getting the components corrupted. This issue is already fixed. I had already provided the latest log to Kaspersky Technical Support Team. Thanks!

Hello @Wesly.Zhang , High Internet Usage It could be any program or software, like for example if I use Chrome and Firefox to watch a 1080p or 4K video on YouTube or download a file using the browsers, using Steam, Origin or Uplay to download games, windows update, etc If I have a music or video playing while using those programs (while downloading) the audio would stutter / freeze like when you have a BSOD for a few seconds, the stuttering and freezing would keep happening every few seconds as long as the internet is in use. I tried adding chrome in trusted application and ran a speed test to see if problem is fixed but the stuttering / freezing was still there. Network Attack Blocker is not enabled with error code 2789474320 I have already fixed this issue by running a Kaspersky setup on top of the already installed Kaspersky. So all the features are working now. For some reason when I do a clean install I get the following error. From GSI 6.0 report. I see two adapters need be deleted Those 3 drivers are actually the drivers of my TP-Link Dual Band Wifi Adapter that I’m currently using on my PC. Microsoft Wi-Fi Direct Virtual Adapter #3 (2.4Ghz) Microsoft Wi-Fi Direct Virtual Adapter #4 (5Ghz) TP-Link Wireless USB Adapter by Microsft (The driver for the Wifi dongle) When I do a speed test or watch a YouTube video the audio and my mouse cursor would freeze for a second several times if the video is still downloading Yes, it happens on every program that’s using the internet, not just chrome, firefox or edge. The CPU usage is normal when the stutter / freezing happens. The freezing can happen even on 9% CPU usage. I have also checked the CPU usage of both Chrome and Kaspersky when the freezing happened the CPU usage were both around 2 or 3% usage. I have also killed those 3 processes but the stuttering / freezing is still happening. Those are actually the process for monitoring CPU, RAM, GPU Usage & Temp, FPS, etc. while playing games. Thanks!

@Flood and Flood's wife I have already updated the Kaspersky Technical Support team and provided the screenshots, GSI & Windows Logs 🙂

Hello @Wesly.Zhang , I had tried adding Google Chrome to trusted application but the stuttering / freezing problem is still there when there is a high internet usage. I did not try the above registry file yet because I had Hyper Threading disabled on my system for a long time now as it creates stuttering issues in some games like Metro 2033 Redux and Metro Last Light. My processor in an Intel Core i7 4770K and since I had Hyper Threading disabled the processor now reports 4 Cores 4 Threads (Hyper-Threading disabled), not 4 Cores 8 Threads (Hyper-Threading enabled). Since I didn’t know the value to edit I didn’t try the above registry. For now I have turned off the “Network Attack Blocker” as its the one causing the stuttering / freezing issue. Turning it off completely fixes the problem. Thanks!

@Berny I have already fixed the components error by overwriting the already installed Kaspersky with a Setup file without uninstalling the previous installation. Its the Network Attack Blocker now that’s causing the stuttering / freezing problem. If I turn it off the problem goes away but if I turn it back on it starts stuttering and freezing again. Thanks!

Hello @Flood and Flood's wife , No, I haven’t provided the update to the Kaspersky Technical Support yet. No, I had been using KAVREMOVER for many years now. Whenever I try to repair or do a clean installation I use KAVREMOVER to uninstall the Anti-Virus. I have fixed the “some protection components are corrupted” issue by running the Kaspersky setup without uninstalling the previous installation. The new Kaspersky version 21.1.15.500 still have the stuttering problem so I have done a few more test, and I have found out that “Network Attack Blocker” is causing the stuttering / freezing problem. If I turn the Network Attack Blocker off there is no more stuttering problem. So I have turned off the Network Attack Blocker for now. Will I be at risk if I turn off the Network Attack Blocker feature off until it gets fixed? I have also attached the GSI & Windows Logs