Hua

The incident has been resolved. Thanks for help!

Dear customer, Thank you for your patience. My apologies for the delayed response. Our Escalation Team have just replied to us and we are glad to inform you that we've come up with a solution. 1. Uninstall VmWare temporarily. 2. Check that there are not VmWare related devices in Device Manager, in Network Connections. 3. Delete the following registry entry: "HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{3d09c1ca-2bcc-40b7-b9bb-3f3ec143a87b}" 4. Run in Command Prompt (Admin) the following command: netcfg -u kl_klim6 5. Rename all Huorong related files. For example, usysdiag.exe -> usysdiag._exe 6. Restart PC 7. Attempt to install Kaspersky product I suggest installation of MR9). After successfull installation of Kaspersky, install VmWare if it is needed. 8. If the issue remains, please collect Procmon logs: 8.1. Download Process Monitor utility: https://download.sysinternals.com/files/ProcessMonitor.zip 8.2. Unpack ProcessMonitor.zip to some folder 8.3. Run Process Monitor utility, enable File -> Capture Events, go to File -> Save and set it to save to C:\Logfile.PML 8.4. Attempt to install Kaspersky product (do not close the error) 8.5. Stop logging in Process Monitor and send us the obtained log. 9. Do not close the installation error and collect a GSI report. 10. Send us the GSI and Process Monitor log. Give us a call in case you need further assistance, our numbers and business hours are one click away: [a link] Please keep us posted. Qayyum || Customer Service Representative If the suggested solution did not help or you need more information, you can simply reply to this e-mail leaving the subject line unchanged. If you have no further questions and the issue is in fact resolved, then you can simply ignore this message, and we will close this request for you within 10 days. We have obtained your personal data from you directly. The provided data will only be used for the provision of technical support and will be processed and protected in accordance with Kaspersky Data Privacy Statement for technical support for Africa, Australia, Denmark, Middle East, New Zealand, Norway, Sweden, United Kingdom, United States of America Best regards, Kaspersky Technical Support

More information will be published later.

Dear customer, Hello Hua, Hope you're doing well. Based on our investigation, we found the following software that are incompatibel with Kaspersky and that could be the cause of the issue. Please uninstall the following: TIM - 3.4.5.22071 WPS Office 2016 专业增强版 (10.8.0.5715) - 10.8.0.5715 微信 - 3.5.0.46 Once done, please restart your computer and install your Kaspersky again. If the issue will persist, please share a new GSI report. Here are the steps: 1. Download the utility GetSystemInfo.exe from the following direct link: https://kas.pr/GSI (click on it to initiate download) 2. Run the GetSystemInfo.exe and click 'Accept'. 3. Check the option "Include Windows event logs" and click on the 'Start' option. The process can take up to 10 minutes and the progress bar may remain below 10% for most of the time. 4. A *.zip file with a name similar to this will be saved on your desktop automatically: eg. GetSystemInfo_PC_Name_Username_Date_Time.zip 5. Please send us that .zip archive containing the report as an attachment in a reply to this email. Further support on how to use the GetSystemInfo utility can be found here: http://support.kaspersky.com/general/dumps/3632 (click on that link to bring up the detailed guide) If you encounter any difficulties, you can always contact Technical Support directly, and one of our agents will be happy to assist you. For more details on our contacts, please visit: https://support.kaspersky.com/b2c We remain at your disposal for further assistance. Kind regards, Darwin | Customer Service Representative If the suggested solution did not help or you need more information, you can simply reply to this e-mail leaving the subject line unchanged. If you have no further questions and the issue is in fact resolved, then you can simply ignore this message, and we will close this request for you within 10 days. We have obtained your personal data from you directly. The provided data will only be used for the provision of technical support and will be processed and protected in accordance with Kaspersky Data Privacy Statement for technical support for Africa, Australia, Denmark, Middle East, New Zealand, Norway, Sweden, United Kingdom, United States of America Best regards, Kaspersky Technical Support AO Kaspersky Lab, bldg. 3, 39A, Leningradskoe Shosse, Moscow, 125212, Russian Federation. The representative of AO Kaspersky Lab in EU is Kaspersky Labs GmbH, Despag-Str. 3, 85055 Ingolstadt, Germany.

Thank you very much for helping me solve the problem! I will share it after the results come out.

I contacted technical support by email. Specific information and results will be published later.

Thanks for you help. 2: This information is included in the sent log, and I forgot the specific information. 3: How to delete the mobile terminal? 4: Thank you

1: I am not. I can not install any of them. 2: I can not install. 3: It is logs. 4&5: Yes.

I don’t know. But I can tell you Kaspersky Plus is better with Kaspersky Endpoint Security.

I can’t install Kaspersky Internet Security and Kaspersky Plus normally. I am using Windows 10 22H2.