[Black screen (1x1) issue persists.]

1x1 issues can have different nature. There was a bug, that led to 1x1 and that was fixed in 2021. I suppose, the topics were closed because they were related to this bug. 

If a 1x1 case occurs now with 2021, most likely it is a different issue, not related to the fixed bug and requires further research.

I will check the status of the provided traces and get back to you. Thanks.

[Black screen (1x1) issue persists.]

How do you suggest us to fix the problem, if we do not have any diagnostic information and the issue does not occur in our tests? 1x1 issues are usually pretty straightforward and can be resolved with the traces at hands. 

You are saying “we submitted” - can you kindly give more details on who is “we”? Where do I look for the traces? INC numbers?

Thank you.

[Black screen (1x1) issue persists.]

hi @FLOOD, 

Thank you for these reports. No repro on my PC and on a virtual machine. Have you enabled some non-standard filters in Anti-Banner? You reported a few situations above and I get no reproduction on neither of them. We would need traces with reproduction submitted to technical support to further investigate.

Regards,

Igor

[Anti virus deactivates the .bat file used to activate Office]

Hi @bison, 

To add to Berny’s response, sometimes the detect is in system memory and in this case you need to add an exclusion just by the threat name, without indicating the location of the file. 

Example below:

 

[Web anti-virus module and Vivaldi browser]

Hi @savkuro, 

To answer your question, yes, the downloaded files will be scanned and blocked by the File Anti-Virus. You can check this by downloading a test virus eicar.com (harmless) from this page: 

https://www.eicar.org/?page_id=3950

Regards,

Igor

[Incorrect Data in My Kaspersky.]

Hi @rufford155 , 

Please contact technical support via my.kaspersky.com to get assistance. 

Regards,

Igor

[Help to understand WiFi connections]

any further interference with the internet connection would have been very unpopular. 

yeah, know what you mean, my kids start making noise when something happens with the Internet connection. 😀

It seems to have been some sort of glitch. It is hard to make any comments on the origins of this issue without having the tracelogs. If you ever come accross this situation we will need to gather some additional data for further analysis. 

As for the router - which model have you got? 

Regards,

Igor

[Kaspersky Security Cloud & Windows Defender Cloud-delivered protection]

Hi Thoughts,

According to Microsoft article here the Cloud-delivered protection is available in Windows Defender active mode, and, according to the same article, with a third party anti-virus installed Windows Defender should go to disabled mode to escape conflicts. 

As you can find here Windows Defender is not compatible with Kaspersky Security Cloud. 

Conclusion: it is recommended to disable cloud-delivered protection in order to prevent possible compatibility issues. 

Regards,

Igor

 

[Password Manager autosave and autofill not working]

Hi @robst247, 

Please collect some additional data and send to technical support via my.kaspersky.com: 

• close browsers
• enable traces (according to the instruction here)
• restart Kaspersky Password Manager (right click the icon in task bar → Quit, then start it again)
• open browser
• go to a site, where autosafe and autofill works on another PC, to reproduce the issue
• make a screenshot
• stop traces

Send the traces and a screenshot to technical support via my.kaspersky.com. Also include a Get System Info report. 

Regards,

Igor

[Help to understand WiFi connections]

Hi @ATraveller-73, 

192.168.0.18 - is the internal IP of your PC or the TV? 

Is TV connected to the router via wire or only via wi-fi (when wi-fi connection is enabled)?

Which version of the Kaspersky Security Cloud are you using? 

Regards,

Igor

[Does Kaspersky sell your data?]

Hi Cake, 

Kaspersky does not sell your data. 

Please check this out: 

https://www.kaspersky.com/products-and-services-privacy-policy

[24 x 7 Kaspersky Technical Support: 'Live chat, phone support' availability confusion]

Hi Flood,

Thank you for bringing this up. Chat support is in fact 24/7. I contacted the corresponding team and they claim to have fixed the information on the site. Can you please check?

Thanks and have a great day.

 

[как убрать перезагрузку пк]

Добрый день, была ли запущена в этот момент задача полной проверки? Как часто происходит эта ситуация? Сможете собрать трассировки c воспроизведением (инструкцию для нужной версии продукта можно найти здесь: https://support.kaspersky.ru/common/diagnostics/12797#block1) и создать запрос в поддержку через My.kaspersky.com ?

[Messanger Problem]

Добрый день, создайте, пожалуйста, запрос в поддержку через my.kaspersky.com 

[How can I verify my program is not virus/malware?]

Also consider participation in white list program, participation is free:

https://www.kaspersky.com/partners/whitelist-program

[How can I verify my program is not virus/malware?]

Please check this out: https://support.kaspersky.com/viruses/answers/1870

[Kaspersky Security Cloud incorrectly reporting 'weak settings of the operating system']

CR: https://support.kaspersky.com/kscloud21#downloads

If I uncheck “File names extentions” in View menu, KSC immediately pops up a warning and suggests to fix. Try to uncheck “File names extentions”, will you get a pop up from KSC? Click Fix button, will it change anything?

[Kaspersky Security Cloud incorrectly reporting 'weak settings of the operating system']

Got no repro on 10.0.18363 as well.

Do you feel like upgrading to 2021 (since it has been released)?

----

RS6 = 19H1 = Version 1903 = build 18362

 

[Kaspersky Security Cloud incorrectly reporting 'weak settings of the operating system']

Ok, I see, thank you for pointing this out. I did not find a similar bug in our bug tracking system. Checking on 10.0.18363.

[Kaspersky Security Cloud incorrectly reporting 'weak settings of the operating system']

My set up is KSC 2020 + Win10RS6. What’s yours?

[Kaspersky Security Cloud incorrectly reporting 'weak settings of the operating system']

Hey Flood,

I just checked on KSC 2020 + Win10RS6 - no reproduction. 

What’s your set up? 

Thanks

[virus ransonware [MOVIDO]]

Buenos días, por favor envíe un ticket al soporte técnico a través de my.kaspersky.com. Incluya un par de archivos cifrados y, si es posible, incluya el trojan-encryptor también (ponga todos los archivos en un archivo con contraseña).

[Security Cloud 20 Free & Thunderbird E-mail Client]

Hi @Thoughts, can you record product traces with this situation: “Thunderbird browser showing the unblocked page from the AMTSO URL.”, submit a ticket to technical support via my.kaspersky.com and send me the Incident number via private message? 

How to collect traces: 

https://support.kaspersky.com/15043

• enable traces
• restart Kaspersky  product (exit and start again)
• reproduce the issue once (open AMTSO URL in Thunderbird browser)
• stop traces

[Google maps unable to load the maps or the page]

hi @Debbie W, thank you for the update, since you mentioned you submitted a ticket to technical support, can you kindly pm me the INC number?

[Google maps unable to load the maps or the page]

Hi, does it help to disable ssl scan via Settings -> Additional -> Network -> select "Do not scan encrypted connections"? Restart browser, check and let us know. Thank you.