Igor Kurzin

Hi Nana, You can press Contact support here:

Hi @Nana , In such cases we would need some additional information, that cannot be shared via Community. Please submit a ticket via https://support.kaspersky.com/b2c/ Collect a GSI report and include the generated report in your ticket. You can download the GSI tool here: https://support.kaspersky.com/common/diagnostics/3632 Please let me know the incident number once it is created. Thank you.

Hi @d_a_renoir , Try the following: 1. Run Command Prompt as administrator (Win+s → type ‘cmd’ → click to run Command Prompt as administrator) and execute the following commands: secedit /configure /cfg %windir%\inf\defltbase.inf /db defltbase.sdb /verbose icacls %ProgramData% /T /Q /C /reset 2. Delete C:\ProgramData\Kaspersky Lab Setup Files and C:\ProgramData\Kaspersky Lab\KSDE5.2 3. Download kavremvr.exe here: https://support.kaspersky.com/common/uninstall/1464#block2 4.Copy kavremvr.exe to desktop, run Command Prompt and execute: cd C:\users\%username%\desktop Hit "Enter" kavremvr.exe --nodetect Hit "Enter" Click "Yes" -> "Accept" Choose ...KSeC Write code and press "Remove" 5. Reboot PC and try to install again

Hi @MrSquishie , Will it work if you go via Settings → Threats and Exclusions → Specify trusted applications → Add → *Find “FlightSimulator.exe”* → ‘Do not scan network traffic’ → ‘OK’ ?

Hi @Kyubey , Can you post a screenshot of the message that prompts to disable Anti-Banner? What happens if you decline?

Hi @mantra , Checking in frames of issue 5224217, will keep you informed.

Hi @Bomi Ebi , Try to reset network settings as per the article: https://support.kaspersky.com/common/windows/12378 Will it help?

Hi @Timur Born Hi @Wesly.Zhang We registered a suggestion 5224128. Thank you for your feedback and ideas.

Hi CDanilo25, We will need to collect additional information for further analysis of this issue. Collect traces via the following instruction: https://support.kaspersky.com/15538 enable traces restart PC check the list of devices connected to the network, make a screenshot, note the IP address of the device Win+s → type ‘cmd’ → start Command Prompt → execute the command: ping %put here the IP address of the device% , make a screenshot of the result remove the device from the list restart PC check the list of devices connected to the network (at this step we need to reproduce the situation with the same device appearing on the list) disable traces upload the data to a cloud server and share with us in the incidentYou can submit the incident via https://support.kaspersky.com/b2c/ Let me know the incident number as soon as you get it.

Hi @AlphaPhunction , Try this: go to Settings → Threats and exclusions → Specify trusted applications → Add → navigate to C:\Program Files\Google\Chrome\Application and double click on chrome.exe. Then configure the exclusion as on the screenshot:

hi @JonesL , we have made a fix, can you check please. Thank you.

Buenos días, por favor envíe un ticket al soporte técnico a través de https://support.kaspersky.com/b2c/ Incluya un informe de esta utilidad https://support.kaspersky.com/sp/common/diagnostics/3632 Incluya más detalles acerca de “caidas de paginas del navegador(con señalamiento a intrusiones)” Hágame saber el número de incidente. Gracias.

Hi Flood, If we understand you correctly, what you’re saying, is Kaspersky have removed Incident management facility from (our) MyKaspersky accounts…? Yes. What happens if we don’t have an email for an existing INC, in a nutshell, no record of the case, we’d have to log another case = do you actually know how painful that is? We recommend to keep the email for an existing INC until the INC is closed. No continuous history (in one place) of all comms related to a case, instead, with your solution, x number of emails, that have to be kept if we want/need to reference back. We will take it as a suggestion. Why don’t Kaspersky’s Online Chat & Email online incident management forms have a field for an existing incident #? We will take it as a suggestion. Currently you can tell the agent in the chat the INC number and the agent creates a record in the INC and includes the chat history. Why do Kaspersky customers get spammed with automated emails telling us we’ve raised a duplicate case, when we have no option but to raise a NEW case, every time we need to engage TS about an existing case? You can use chat/phone/reply to email with INC number to engage TS about an existing case. Using the link you’ve provided above https://support.kaspersky.com/b2c, there is no ‘submit a request’ button on the support page: Right, because you need to choose the communication channel and then click ‘Contact support’: If Windows 11 is supported & according to Kaspersky TS it is, why is there no OS defined for it in the OLC & Email forms? We will fix this, thanks for noting.

Hi @JonesL , thank you for the screenshot, we will investigate further, I will keep you informed.

Hi @JonesL , What happens when you open https://support.kaspersky.com/b2c ? What is the URL that you get in the browser address bar? Where do you see the button ‘submit a request’? After you fill in the details of your request? Can you post a screenshot?

Good day, Kaspersky users (1) have to be able to access/update their existing incidents. (2) have to be able to create new incidents. (3) have to be able to close existing incidents. The ‘Support’ tab now leads to https://support.kaspersky.com/b2c/ in all regions. You can update your existing incidents by replying to an email from Kaspersky Support and leaving the incident number in the subject. You can create new incidents via https://support.kaspersky.com/b2c/. You can close existing incidents by replying to an email from Kaspersky Support and asking to close the incident.

Hi Bruce, We need more data to analyze, but this data cannot be provided via forum, can you please collect and send to technical support via my.kaspersky.com? Please do the following: Collect and send us the system report: https://support.kaspersky.com/common/diagnostics/3632 Download and run the utility https://box.kaspersky.com/f/25341000aaa34467a9ca/?dl=1 after it is done scanning, send us all (!) the files from folder C:\KVRT_Data. Go to C:\Users\%username%\AppData\Roaming\Microsoft\ and look here for folders with wierd names, like ‘nPROhUCsLBxIugFeKW’. Put these into an archive and send to support as well. You can delete the folder after you send it. Go to C:\Users\%username%\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup\ and check for presence of unknown strangely looking links, like: a9584f7295449693aac58c74a6a5b.lnk, send these over to support as well and then delete.

Hi Flood, thanks for bringing this one up. Will add to the corresponding issue.

Спасибо за ответ, рады, что у вас ситуация успешно разрешилась!

@Guzhko_SHOW добрый день, нам потребуется чуть больше информации для анализа. Сможете, пожалуйста, собрать трассировки на компьютере и создать запрос в поддержку? Инструкция по сбору трассировок: https://support.kaspersky.ru/15537 включить запись трассировок сделать выход из My Kaspersky в продукте зайти заново в My Kaspersky в продукте выключить запись трассировок убедиться, что по-прежнему на портале отображается только одно устройство (для верности нажать Ctrl+F5 в браузере, для обновления страницы). Сообщите, пожалуйста, номер запроса в поддержку. Спасибо.

Glad we could help! Stay safe!

Hi @amrish , Try to find out disabling of which protection component fixes the issue (restart browser as you check). Try this workaround: go to Settings → Threats and Exclusions → Specify trusted applications → Add → search for the browser you use to open your project → set it to ‘Do not scan all traffic’ → Only for specified IP addresses: 127.0.0.1

Some versions of Windows (Windows Pro, for example) have built in remote access capabilities. You can google for ‘how to disable remote access on windows 10’, to find out how to disable (if it is applicable to your version of operating system). Having 2FA enabled is a wise strategy, totally support your decision.

Hi @BigHotStud , Relying solely on signatures is not the Kaspersky approach. That’s exactly the reason why there is System Watcher, Application Control, Firewall and Network Attack Blocker: to form a complex multilayer security solution, to prevent RATs and other types of malware. Please note, that security must include a wider range of measures: using strong passwords, disabling Remote Access to the PC, correctly configuring local wi-fi and router (how to secure your router and wi-fi network: https://support.kaspersky.com/common/windows/12779), do not open suspicious links, etc.

Bom dia, @Serea , Thanks for reporting this mistype, we will fix it (issue 5168492). I will post an update when it is done.