Igor Kurzin

Hi @BALTAGY, can you PM me your Kaspersky account email address? We need it to check the issue you are describing.

Hi @Webstarts_support, Malware analysis team identified this as a false positive, and it will be fixed. Sorry for all the trouble.

Hi @AnneB, Restoro has been detecting Kaspersky for a long time and they are not fixing it which means to me they are not playing a fair game. There is not much we (technical support) can do about it, other than recommend not to use Restoro.

Hi, checking with malware analysts, hold on.

Hi Kamrul, sure I am here for the next 4-5 hours.

In the link above your option to start in Safe Mode is under "From a black or blank screen"

@kamrul.islam.remon, we need to start your PC in Safe Mode, can you do that? https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234 The rest of the steps I am sending you in a PM.

Hi Kamrul, What is the operating system you got? Windows 10?

You are most welcome, thanks for bringing me in. Yes, Safe Search was enabled.

Hi @GGGorast, hi @Flood and Flood's wife, No reproduction on my side. Do you mind submitting a ticket to technical support and attaching traces with reproduction? Restart Safe Kids after enabling traces.

@Гумар добрый день, разработчики запрашивают реально отправляемые проблемные запросы в текстовом виде. Т.е. то, что отправляется на http-сервер. Так же, если возможно, соберите логи WireShark для всех адаптеров по инструкции https://support.kaspersky.ru/common/diagnostics/13130

Проблему исправили. Обновите, пожалуйста, базы и проверьте воспроизведение.

Добрый день, @fedysty , Для решения проблемы, пожалуйста, выполните следующие действия: 1. Перейдите в настройки программы, выберите раздел Общие и уберите галочку с пункта Самозащита. 2. Выгрузите продукт. 3. Откройте путь C:\ProgramData\Kaspersky Lab\AVP21.3\Report и удалите все содержимое данной папки. 4. Запустите продукт. 5. Включите Самозащиту.

Hi @BigHotStud, If you click More Tools -> Reports -> Scan -> find the 'not processed' event for a file in C:\MinGW folder -> click on it -> make a screenshot of what shows in a section below with details on the event and post here. The folder is not hidden? If you press Win+R and then type C:\MinGW and press Enter, will it open up anything?

Hi @Einrich, can you kindly submit a ticket to technical support via https://support.kaspersky.com/b2c/ and let me know the incident number?

Hi @drunkgiraffe, we are checking this issue in frames of 467363932. As soon as the issue is fixed, we will update this topic.

Has been identified as a false positive and fixed.

The false positive has been fixed! Sorry for the inconveniences caused.

Hi all, the false positive has been fixed! Sorry for the inconveniences caused.

Hi Flood, thank you for the beautiful instruction! Tried to reproduce the issue with AOL Gold on a test stand - no repro. Probably the issue has already been fixed. If not, we will need traces and System Watcher logs.

Hi @Don Klepper-Smith, sorry to hear about this issue. We will investigate and fix this asap.

@matrix.co, на пятницу вечер по расписанию полная проверка? Файл сам уменьшается после окончания полной проверки? Рассмотрите вариант перенести полную проверку на другое время (суббота-воскресенье).

Hi @Thilak, Try this: 1. Disable Self-Defense via Settings -> General 2. Exit Kaspersky product 3. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\Report\ and delete all the contents (files and folders) 4. Run Kaspersky product 5. Enable Self-Defense 6. Check the issue.

Спасибо, передали!

hi @Stephen West, if the issue persists after reinstallation as per the instruction from Danila above, please contact support team and let me know the incident number.