Igor Kurzin

Hi Flood🐳 +🐋, We are on it. Thank you. Igor

Hi Flood🐳+🐋, thanks for bringning this up, I will report the 404 error. Got your incident on documentation issue as well. Rds, Igor

Hi @luckyrootkitrecepient , Found your INC, it was autoclosed after 2 weeks. Please submit a new INC and provide additional data: A. A log of TDSSKiller utility. B. A dump of boot sectors of the hard drive. 1. Please download TDSSKiller utility: https://support.kaspersky.com/viruses/utility#TDSSKiller to Desktop 2. Open Command Prompt with Administartor rights. 3. Perform the following commands: cd C:\Users\%username%\Desktop tdsskiller.exe -qmbr -qpath C:\Users\%username%\Desktop\Sectors 4. Click Accept on all windows (until Start scan window appear) and after that there will be a folder Sectors on the Desktop. Please pack it to archive with password 'infected' (without ' ') and submit it to us. 5. Run a scan by TDSSKIller, save the report and send to us. C. A GSI report: https://support.kaspersky.com/us/common/diagnostics/3632

Hi @CatalinC , I got the INC number, thank you. We are on it, please expect a response soon. Regards, Igor

Hi @gggforte , Sorry to hear about this issue. Did you submit a ticket to support via https://my.kaspersky.com? Can you share the incident number with me? Regards, Igor

Hi @Catalin , Try to uninstall Safe Kids, what will be the outcome? If it does not help, please submit a ticket to technical support via my.kaspersky.com and include in your request a link to Kaspersky dump files, which must be available in C:\ProgramData\Kaspersky Lab\AVP21.2\dumps\… ending with SRV0.full.dmp and GUI0.full.dmp. Please put these files into an archive and upload to some public cloud. Send me the ticket number via pm or post here. Thank you, Igor

Hi @Naveed Ahmed , Unfortunately, at the moment Kaspersky products are not compatible with Surface Pro X as its CPU (Microsoft SQ1) is based on ARM technology. We have a registered request for compatibility with ARM based platforms, I have added your feedback to this request as well. Hoping the compatibility appears some time soon. Regards, Igor

Hi @BlackEdition , I registered at the site, but keep getting a connection error. Can you kindly check disabling of which filter helps to resolve the issue? Go to Settings → Protection → Anti-Banner → List of filters. Restart the browser after disabling each filter. Please collect traces (https://support.kaspersky.com/15046#block1) and send a ticket to technical support via https://my.kaspersky.com. The scenario to collect traces: close browser enable traces recording restart Kaspersky product (exit and start again) open browser reproduce the issue once stop traces recordingPlease post here or pm me the incident number to technical support. Thank you, Igor

Hi @ejt3 , To get back Parental Control, please do the following: Disable Self-Defense in Kaspersky Exit Kaspersky Press Win+R → type “regedit” → Enter Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\KasperskyLab\AVP21.x*\environment (*x = 1 or 2) Find the SuggestSafeKids key Double click on its value and change from 1 to 0. Run Kaspersky Enable Self-Defense Enjoy Parental ControlRegards, Igor

Glad it helped, you are most welcome :)

hi @leemingd , Try the following: run Command Prompt (Admin) (right click the Start button to find this option) and then execute the following commands: regsvr32 -u "C:\Program Files (x86)\Kaspersky Lab\Kaspersky Internet Security 21.2\x64\mcou.dll" regsvr32 "C:\Program Files (x86)\Kaspersky Lab\Kaspersky Internet Security 21.2\x64\mcou.dll" regsvr32 -u "C:\Program Files (x86)\Kaspersky Lab\Kaspersky Internet Security 21.2\mcou.dll" regsvr32 "C:\Program Files (x86)\Kaspersky Lab\Kaspersky Internet Security 21.2\mcou.dll" Restart PC. How will it go after this? Regards, Igor

Hi @wgcuser , KIS for Android indeed supports only Google Chrome and Samsung Browser https://support.kaspersky.com/KISA/Android_11.56/en-US/71828.htm Regards, Igor

@Al_New , добрый день, да, необходимо создать вручную.

You are welcome. You can right click on the product icon in tray and choose “Pause protection”

Hi @Moneymasternow , Can you shed some more light on what you are trying to achieve? Any questions related to Kaspersky products? Regards, Igor

Hi @tyler , what is the current version of the product installed? Hover the mouse over the product icon in tray to view the version.

Hi Flood🐳&🐋 , Can you kindly share the details on those issues? Incident numbers will do :) Regards, Igor

Hey Flood🐳&🐋 , Edited the URL. Thanks

Hi @bellyman69 , Try this URL: https://www.kaspersky.com/downloads/thank-you/internet-security-free-trial?ignoreredirects=true Click “Download now”, will it work? If not, please proceed with an incident to technical support. Regards, Igor

You are most welcome. If you are in the UK - proceed with the UK version. Both Global and UK versions are 21.2.16.590.

Hi @man47 Please submit a ticket to technical support and send me the incident number. No need to collect GSI & Windows Logs (as the system has been reinstalled from scratch). What was the application where you had a chat with the hacker? Did you download and run the application yourself (that was classified as low restricted)? It is recommended that you change the passwords for your Windows accounts, disable Remote access (Open System and Security. Choose System in the right panel. Select Remote Settings from the left pane to open the System Properties dialog box for the Remote tab. Click Don't Allow Connections to This Computer and then click OK.), reset your wi-fi router. Regards, Igor

Hi @After23 , To put it simple, you need to download and install 21.2.16.590 version to get this resolved. Regards, Igor

Hi Flood🐳 +🐋, I do not think it is necessary. Hi, @Diaghilev , Please upload the .doc file in question for analysis here: https://opentip.kaspersky.com/ If no threats are detected, click the button “Submit to reanalyze”. Enter your email address and describe the issue. Viruslab analysis will double check this file and let you know of the results. Send object for re-validation If you disagree with the object scan results, you can send the object to Kaspersky experts for further analysis. You can specify the reason for sending the object for re-validation or write another comment to help us improve our services. Please provide your email address so that we can contact you.

hi @luckyrootkitrecepient , your incident number is ending with 2796? We are on it, please expect a soon response. Regards, Igor

Hi @Virtus Tenebrae , Can you post a screenshot of the exclusion you created? Regards, Igor