Flood and Flood's wife

Hello @C700, Welcome! Where was the Kaspersky Premium for Android subscription purchased from & is the *subscription* showing in (your) MyKaspersky account, in the *Subscriptions tab*, check: https://my.kaspersky.com/MyLicenses#/portal/pages/licenses - In Google Play Store the app is called Kaspersky: VPN & Antivirus - image 1, when it's installed, with a Premium subscription - the app name will show Kaspersky Premium - image 2: BEFORE installing Kaspersky: VPN & Antivirus was all *existing* Kaspersky VPN & AV software *uninstalled*? Have you signed into (your) MyKaspersky account from the Kaspersky app - the *application* & (your) MyKaspersky account must synchronise for the *application* to pick-up the License information, that's stored in (your) MyKaspersky account, that step applies the Premium subscription, including the Premium VPN. To correctly activate the AV & the Premium VPN the following steps must be done: Open the Kaspersky app. On the bottom tab bar, tap Profile. Tap Let's go in the section with your current license. Tap I have a subscription: Sign in to your My Kaspersky account. If a subscription that can be used to activate the app has been found for your My Kaspersky account, Kaspersky app prompts you to use it for activation: Once the subscription has been successfully activated, the app will notify you and display the subscription information. IF (you've done the above steps & you're still unable to access the Premium VPN that's included in the subscription - log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include images of the error & a *detailed history*. Support will guide you Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋 Resource: Subscription restoration troubleshooting

Hello @merula, Thank you for the update & congratulations, well done, that's a brilliant outcome! We're delighted to read the issue was resolved by resizing the screen resolution, thus showing more options on the Kaspersky GUI. One small tip as (you) work thru the Kaspersky application options - on almost every Kaspersky screen, on the top right-hard-corner is a question-mark, the ? represents Help - for that specific screen/window, selecting the ? will open the associated Help documentation. And you're always more than welcome to seek assistance from the Community OR Kaspersky Customer Service, if there's a need. Thank you🙏 Flood🐳+🐋

Hello @Studynx, Yes. IF (your) KTS license(s) are valid = not expired. Yes. READ: Kaspersky for Windows, How to install the application, You can also install the application from the command prompt. Thank you🙏 Flood🐳+🐋

Hello @Doanhwa Welcome! Log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include images of the error & a *detailed history*. Support may request logs, traces & other data; they will guide you: Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋

Hello @Studynx, Welcome back! Which errors are encountered? Also, have you considered upgrading KTS to Kaspersky's *new* generation software: Kaspersky Plus, the upgrade is a free, like-for-like conversion, Danila T. has provided the information here: Kaspersky: Basic, Standard, Plus, Premium - info & FAQ. Thank you🙏 Flood🐳+🐋

Hello @Boncip, You're most welcome! We're delighted to assist. Thank you🙏 Flood🐳+🐋

Hello @Adem, You're most welcome! Excellent. You're more than welcome to raise the issue with Kaspersky Customer Service. Is not documentation we provided, furthermore - it works for us: 😅You misunderstand our role. Why you're also downloading/activating a *Windows* KPM extension for a Mac issue is beyond us. You're more than welcome to report both issues to Kaspersky Customer Service while you're working with them to resolve the original issue. Please share the outcome with the Community, when it's available - you may then *potentially* help other Kaspersky Community members. Thank you🙏 Flood🐳+🐋

Hello @Adem, Welcome! Following this guide: Uygulamayı kullanmaya başlama -> please do the following steps: Uninstall Kaspersky Password Manager (KPM) application. Uninstall the Kaspersky Password Manager extension. Exit the Firefox browser. Shutdown, power OFF the Mac. Power ON & login. Download a new KPM installer. Install KPM application. Install KPM extension. Recheck if KPM extension continues to stay in a "Lütfen bekleyin" status? IF the answer is YES, log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include images of the error & a *detailed history*. Support may request logs, traces & other data; they will guide you: Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋

Hello @moath, Welcome! What is the error message (you) see when (you) added a new device & it is not accepted? The Community cannot resolve the issue, please log a request with Kaspersky Customer Service, they have access to (your) private information, the Community does not - https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include images of the error & a *detailed history*. Support will guide you. Also, when the problem is fixed, Kaspersky has replaced Kaspersky Total Security with Kaspersky Plus, you may wish to read: Kaspersky: Basic, Standard, Plus, Premium - info & FAQ, by Danila T. Thank you🙏 Flood🐳+🐋

Hello @KingOfSpice, Welcome! Which Kaspersky software is installed - name & version, in Windows *Hidden icons* - right-click the Kaspersky icon & select About? Has Enable Self-Defense been *UNCHECKED*? (Point 2 in the instructions above - from Igor Kurzin). Thank you🙏 Flood🐳+🐋

Hello @Barak, Welcome! Is there a Kaspersky Free subscription on one computer & Kaspersky Standard subscription on another computer? (noting it's not possible to have more than one Kaspersky AV running simultaneously). Read this similar topic by @focussss: Reports taskbar bug. IF (you) have a licensed (paid, not free) Kaspersky subscription - log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include images of the error & a *detailed history*. Support may request logs, traces & other data; they will guide you. Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋

Hello @Nawaz, Welcome! Also, regarding: "VPN has securely connected an Indian server", according to Kaspersky: Kaspersky VPN functionality is not available in India. READ: What's new in the latest version of the application. Regarding Google page showing Romania when the VPN is connected to VPN India, use: https://www.maxmind.com/en/locate-my-ip-address - what is the result? When logging the request, with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in template as shown in the image below; please include images of the error & a *detailed history*. Support may request logs, traces & other data; they will guide you. Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋

Hello @ptyers1, Welcome! For (your) own privacy & security, when posting images to a public forum, please always hide private information, e.g. email address; we've asked the Moderators to modify (your) image. From the image (you've) posted it's impossible to see (your) *other* subscriptions - IF there are any....? 732 days appears to be a two-year subscription, each Kaspersky annual subscription is 366 days - did (you) purchase a two-year KIS subscription? Go to: https://my.kaspersky.com/MyLicenses#/portal/pages/licenses & post a full-screen screen-print of that page, hide any private information before posting please? Thank you🙏 Flood🐳+🐋

Hello @HeatherG, Welcome! @Nil has not responded to the reply by Moderator @harlan4096. Reference documentation: Kaspersky for Mac, Smart Home Monitor, Kaspersky for Mac, View and update the list of home network devices. IF (your) Kaspersky Smart Home Monitor is not functioning on (your) Mac, even tho (you've) taken recovery steps of factory resetting the router & re-installing the Kaspersky software, please log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include images of the error & a *detailed history*. Support may request logs, traces & other data; they will guide you: Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋

Hello @Boncip, Welcome! No. No. The Subscription *owner* shares the subscription, to allow for the other user to use the subscription; from their MyKaspersky account, on (your) device they will be able to: View the list of computer security problems and fix *some of them* remotely, Scan the computer for viruses and other threats - Full scan & Quick scan, Update databases and application modules, Configure *some* Kaspersky components & Disconnect (your) device. *READ* Remote management of computer protection. They will not be able to see (your) passwords or manage any of (your) data/files etc. *READ* Shared protection & all the sub-articles. Also note, Remote management & remoting to (your) computer are *different*, in (your) Kaspersky application, Self-defense, do not Allow managing Kaspersky settings via remote control applications & do not enable external management of system services, *READ* Self-Defense settings (you) can Password protect (your) installed Kaspersky application, *READ: How to password-protect access to the application management functions - however, this may not prevent the subscriber performing the above actions in point 3. as they *own* the subscription & they have *shared* their subscription with you - so they retain some control: Any questions or problems, please post back? Thank you🙏 Flood🐳+🐋

Hello @merula Thank you for the update, that's disappointing & we do understand your frustration. Reading thru your notes we do not believe you've done anything wrong. But there's clearly something not right. We do not believe a OS refresh is required. Kaspersky supports Windows 7 - it is fine to use Windows 7. IF the License key is in (your) MyKaspersky account the installed Kaspersky Standard application & (your) MyKaspersky account need to synchronize - to activate the installed Kaspersky Standard application. We're not official Kaspersky support, *all* Community members are volunteers, unless they have Kaspersky employee beside their name. On this screen, is there any writing below - Wo finde ich einen Aktivierungscode? *Looking at this image below, on (your) computer, there is no: Restore subscription from your account? || Abonnement von Ihrem Konto wiederherstellen? If the answer is NO, at this stage, please log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in template as shown in the image below; please include images of the error & a *detailed history*. Support will guide you; also, Support may offer to remote to your computer to provide assistance, it's not mandatory to accept this, it's *your* choice: Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋

Hello @Ahoy, Also, Kaspersky Total Security (KTS) has been replaced by Kaspersky Plus, eventually KTS will be obsolete; Kaspersky have not yet announced an end-date; you're welcome to upgrade KTS to Kaspersky Plus, the upgrade is free & is like-for-like, reference: Kaspersky: Basic, Standard, Plus, Premium - info & FAQ, by Danila T. And Kaspersky's advice for PDM:Trojan.Win32.Generic detections: Files to send to Kaspersky technical support in case of PDM malware detection. Thank you🙏 Flood🐳+🐋

Hello @zoltan_90, You're most welcome! Thank you for the information & clarification!! We can replicate the TVNZ issue. (ioo) Amazon is referring to (your) account details, for location / payment information, are you registered in the US OR AUS? For TVNZ, log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in template as shown in the image below; please include images of the error & a *detailed history*. Support may request logs, traces & other data; they will guide you. You may also wish to raise the Amazon issue with Kaspersky Customer Service? Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋

Hello @merula, Thank you for the information! There's no rush, take your time & have a peaceful rest😴 Thank you🙏 Flood🐳+🐋

Hello @merula, Re "no protection at all", Windows is protecting you at the moment. Using Windows *Uninstall* Kaspersky Standard ** Very important - at the end on the uninstall shutdown the computer using SHUTDOWN, not Restart, then power ON by pressing the power-button & log in. Sign in (your) MyKaspersky account. In the subscription information window, click Download to download Kaspersky Standard to your device, see image: Install Kaspersky Standard - follow: How to install the application. When the installation is successfully completed, the application will automatically connect to your account and be activated according to the subscription you have purchased. Post back if there's any questions or problems, please? Thank you🙏 Flood🐳+🐋

Hello @merula, Ok, thank you for the information! Great, please wait, we are writing instructions. Thank you.

Hello @merula, Thank you for posting back & the information! In your MyKaspersky account, do you see the *License key*, similar to B in this image:

Hello @merula, You're most welcome! This: Das abonnement für Kaspersky standard windows auf einem verbundenen gerät verwendet. >> tells you the computer & your MyKaspersky account need to connect for the Kaspersky Standard application to work! IF (you're) unable to access the installed software - (when you have time) the computer must be shutdown & then powered ON by pressing the power-button, login & then (you) must sign into the Kaspersky application - using the same email address that was used to buy the Kaspersky Standard subscription. Don't try an add an Activation code & OR a License key - anywhere!! Thank you🙏 Flood🐳+🐋

Hello @merula You're most welcome! Re: "I cannot do anything from the application itself, just see the window stuck with the need for an activation code", post a full-screen screen print of the Kaspersky *application* - include the computer date & time in the image please? Thank you🙏 Flood🐳+🐋

Hello @merula, Welcome! Has the *new* Kaspersky *application* been signed into, from the Kaspersky application, using the same email address that was used to buy the *new* Kaspersky subscription? Since *installing* the new Kaspersky software, has the computer been shutdown, using SHUTDOWN, not Restart, then powered ON by pressing the power-button & logged in? *Which* Kaspersky software subscription was *actually* purchased? A MyKaspersky account? Good! If that means in (your) MyKaspersky account, you can see the *new* Kaspersky subscription, good! IF (your) emails look like images 1 & 2 & in (your) MyKaspersky account - image 3 - the *new* subscription shows it's *Active* & has a *License key* - (you) don't need an Activation code! *The new application has to synchronize/connect with (your) MyKaspersky account to *pick-up* the License key - has that step been done? IF the answer is YES & your application is still not working correctly, log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in template as shown in the image 4. below; please include images of the error & a *detailed history*. Support will guide you: image 1 image 2 image 3 image 4 Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋