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Everything posted by Igor Kurzin
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kaspersky 2021 crashing my laptop
Igor Kurzin replied to J2K90's topic in Kaspersky Internet Security
Hi @J2K90, Please submit a ticket to technical support via https://my.kaspersky.com to investigate and resolve the issue with laptop crashing. Regards, Igor -
Hi @Jachub123, Please send the email and a GSI report to Kaspersky technical support via https://my.kaspersky.com and send me the incident number via pm. Regards, Igor
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App lock not working in android 9
Igor Kurzin replied to farcki's topic in Kaspersky Internet Security
Hi @farcki, Please submit a ticket to technical support via my.kaspersky.com to further investigate this issue. Regards, Igor -
Password manager won't open [MOVED]
Igor Kurzin replied to SAJFLADD's topic in Kaspersky Password Manager
Update: a fix of this issue is expected in patch “m”. Patch “m” is scheduled to roll out from 18th of September till October 6th. -
Hi @ApLab, Could you provide additional information so that we could further investigate this issue? We will need traces, here is how to enable: https://support.kaspersky.com/us/15538#block1 enable traces restart PC wait till the popup appears disable tracePlus we will need the contents of C:\ProgramData\Kaspersky Lab\AVP20.1\Data\ipm\custom Submit a ticket to technical support via my.kaspersky.com and include the collected data. Please mention in the ticket, that you were asked to provide this information and include the link to this community thread. Thank you.
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Hi, @Vym90, Please check this: - click Windows Start -> click the cogwheel to get to Settings - click System (Display, sound, notifications, power) - on the left pane click Notifications&actions - check that "Get notifications from apps and other senders" is On - scroll down to Kaspersky product, make sure it is "On: Banners, Sounds". Regards, Igor
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Добрый день, Спасибо за ваше пожелание, добавил. С уважением, Игорь
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Patch B for KIS 21.1.15.500 update is only 873 KB
Igor Kurzin replied to JPEKaspersky's topic in Kaspersky Internet Security
Hey @JPEKaspersky , in this situation size does not matter -
my kid can use her computer over the timelimit
Igor Kurzin replied to Hocnv's topic in Kaspersky Safe Kids
Hi @Hocnv, Please collect special trace logs and send them to technical support for analysis via my.kaspersky.com. Here is how to enable and collect the trace logs: https://support.kaspersky.com/13191 enable traces in the evening restart PC wait till the kid uses the PC over the limit the next day stop traces send the traces to Kaspersky technical support via https://my.kaspersky.comRegards, Igor -
Mac KIS and Big Sur BETA (Mac OS 11) support. [merged]
Igor Kurzin replied to Sectre's topic in Kaspersky Internet Security
Hi @ralvarezmart and all, This issue will be fixed with patch “a” which is expected by the end of September. Regards, Igor -
Mac KIS and Big Sur BETA (Mac OS 11) support. [merged]
Igor Kurzin replied to Sectre's topic in Kaspersky Internet Security
Flood, stop making confusion, please. Kaspersky Internet Security for Mac version 21 supports the new macOS 11.0 Big Sur. -
You are absolutely right, BIG SUR is now supported, let’s read together what is said in the help article: This Help applies to Kaspersky Internet Security for Mac version 21. Kaspersky Internet Security offers the following new features and improvements: The new macOS 11.0 Big Sur is now supported.I do not see any double speak here. The article clearly states, that Kaspersky Internet Security for Mac version 21 now supports the new macOS 11.0 Big Sur. We all agree with this, right?
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Mac KIS and Big Sur BETA (Mac OS 11) support. [merged]
Igor Kurzin replied to Sectre's topic in Kaspersky Internet Security
Hi all, The Kaspersky product supports Big Sur, but the issues on Big Sur are not supported until the os is officially released. If you install a preview version of Big Sur os, Kaspersky product 2021 is expected to work on this os. Regards, Igor -
Flood, we use the word “support” it two meanings here, which can be a bit confusing: the product supports Big Sur, but the issues on Big Sur are not supported until the os is officially released. The help article implies that if the user has installed a preview version of Big Sur os, Kaspersky product 2021 is expected to work on this os, as this os is supported by the product. Technical support is not provided until the Big Sur os is released. The Big Sur in the drop-down list at my.kaspersky.com will be added later.
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Okay, let me explain it differently: 2021 version supports Big Sur. At the same time, Kaspersky technical support does not support issues with products installed on beta versions of the operating systems due to the reasons I described above. Big Sur has not been released yet. We do not expect beta testers of Big Sur to submit tickets to Kaspersky technical support.
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Password manager won't open [MOVED]
Igor Kurzin replied to SAJFLADD's topic in Kaspersky Password Manager
Hi @SAJFLADD, Try this: Backup KPM. Uninstall KPM Delete the following folders: C:\Program Files (x86)\Kaspersky Lab\Kaspersky Password Manager 9.0.2\ C:\ProgramData\Kaspersky Lab\Kaspersky Password Manager\ C:\Users\<username>\AppData\Local\Kaspersky Lab\Kaspersky Password Manager * *(put your username instead of <username>) Install KPM anew. Regards, Igor -
How to obtain an offline installer of KIS 2021?
Igor Kurzin replied to Patrick O'Keefe's topic in Kaspersky Internet Security
Hi @Patrick O'Keefe, please pm me the incident number, we will check. Regards, Igor