JR69

FYI, I sent tech support all the trace/log files they requested on this issue and they responded: Our Escalation Team has just replied to us with the following information. Your request was escalated to our developers, and a bug issue was created. Regretfully, we have yet to receive any resolution-related information. JR

Thanks. Done.

This problem began occurring in the past few days on two separate devices running KSK (an older Samsung Galaxy S10e, and a brand-new Galaxy S24): when performing a simple Google search in the Chrome browser, the search results page keeps reloading constantly in an endless loop. When pausing the KSK app, the problem goes away. This video shows what is happening: https:// tali . com/shared/Kaspersky_Loop.mp4 (watch until the end). Is this a new bug? Any way to fix it? It's driving my kids crazy. Thanks.

Dear KSK community, So, I am reviving this thread AGAIN because -- more than a year since this thread began -- this huge loophole/limitation of KSK remains: there is no way to block the built-in Google App using KSK. (To be clear, this is referring to the icon in the app drawer labeled simply "Google", which is a way to search the Internet, something that I don't want to be available on the child's device.) 16 months ago, Kaspersky Support wrote me about this: "Your request was escalated to our developers, a bug issue was created. Unfortunately we do not have any resolution-related information yet." But this glaring hole in the product remains and I have never heard anything back from them. I am hoping that Kaspersky will address this big problem already and/or that someone in this forum can suggest a reliable way to completely block the use of the built-in Google App on an Android device (other than the unreliable "App Lock" app). Thank you, JR

Dear KSK community, So, I am reviving this thread because this massive limitation of KSK remains -- there is no way to block the built-in Google App using KSK. Previous advice here was to use the separate app "App Lock" to block the built-in Google App, and that's what's been on the device for the past few months. However, my son found an easy way to bypass "App Lock" and use the Google App as much as he wants. He showed me how: it involves pulling down the "system tray" from the top of the screen and, while it is still open, running the app. It doesn't work every time, but if he tries a few times, he always manages. So, yet again, I am back to square one: Is there any way to completely block the use of the built-in Google App on an Android Tablet? Thank you, JR

Update: After numerous back and forth emails on this topic over the past week, I received this message from them today: Our Escalation Team have just replied to us with the following information. Your request was escalated to our developers, a bug issue was created. Unfortunately we do not have any resolution-related information yet. Please accept our apologies for any inconvenience.

In fact, they replied: We've forwarded your inquiry to our experts, we will get back to you as soon as we hear from them.

Update: After explaining everything to Tech Support as clearly as possible, multiple times during the current email thread of the past couple of days, and after sending them the system log files they asked for, they now sent me this form email: Dear customer, Hello, Thank you for your email, allow me to help. Since you currently have the latest version, please collect the following data from your child device. • About • Support • Tap Enable Tracing • Enter the Reference/Ticket number • Reproduce the issue • Tap Enable Tracing to Disable it & choose "Send Trace Files" • This will open the Email application in your phone & the trace file will be attached. Please make sure the correct reference/ticket number is in the subject field and hit send. Awaiting your reply. Have a good day and stay safe! Amin || Customer Service Representative I responded: Please explain what you mean by “Reproduce the issue” – we are discussing the fact that the Google app does not appear in the list of apps in the parent interface. There is nothing happening on the child’s device (except that we can’t block the Google app). Thank you. I am starting to get the sense that there is no one there actually reading my emails or looking into this issue. VERY frustrating. JR

Hi @Flood and Flood's wife -- See attached searches in Play Store on the tablet

@Flood and Flood's wife The screen shots above are of the Google Play Store app.

@Flood and Flood's wife -- see attached images from the tablet

Dear Flood, I don’t even see “Assistant”...

I attach here the three screen shots I sent Tech Support in response to their request: “Please note, checking the AIDA64 report the Google App is not installed on the mobile device. Please share a screenshot of the app you as you see it on the device.”

In response to the data report they instructed me to send them (from an Android 10 Lenovo Tablet), they replied: “Please note, checking the AIDA64 report the Google App is not installed on the mobile device. Please share a screenshot of the app you as you see it on the device. The “How to take a screenshot” guide is available here: http://support.kaspersky.com/general/various/492#bloack3“ I will send them screen shots of the app running, of course, and AFAIK it’s not even possible to remove the Google system app from an Android 10 device! Very odd...

I received a curious response about this issue from Kaspersky Tech Support. They wrote, “With regard to the bug, it has been resolved via the technical released version that was deployed back in July 2021.” Nevertheless, the system Google app does not appear in the list of apps for which I can select Allowed/Forbidden, and it still runs on the device. Is anyone else here with an Adroid device able to see the system Google app in the list of apps that can have their permissions set? Meanwhile, they asked me to send them additional log data including “Reproduce the issue” which I will do. But, if they say it is fixed, then why am I not seeing the Google app in the list of apps? JR

There are multiple old threads about this from a year ago, but it remains a huge problem with Kaspersky Safe Kids. Kaspersky tech support wrote me one year ago: “We are in plans to release a feature to block Google (Google Assistant this is the same) but no ETA about when this feature will be released.” As of now, the Google app STILL does not appear in the list of apps that can be blocked. The AppLock work-around mentioned in the old threads does not mention that (after a 3-day trial), one has to pay for that app as well. This is really an unacceptable situation that Kaspersky should address ASAP. I submitted another tech support request about this today (INC000013853355) and am hoping for a fix soon.

Regarding prior message, attaching screen shot without private info.

New Safe Kids installation on new Lenovo M8 tablet Android 10 device does not allow sign in (I am using a paid account and have a few other devices active and functional) -- it always says Unable to connect to My Kaspersky, Check your Internet connection and try again. But every other app on the phone has perfect Internet connectivity, so that is obviously not the problem. I have already tried uninstalling and re-installing the app, but the same problem recurs. I have already submitted a tech support request (INC000013851908), but hopefully someone here has a faster answer for me. Moderator note : Screenshot removed for privacy reasons

Thanks @Flood and Flood's wife , quite disappointing of them. :)

Hi. Is there any update on this issue? This is a MAJOR weakness of the Kaspersky Kids system. Thanks.

Thank you

Hello @Flood and Flood's wife, Yes, this is an issue for WhatsApp Web. I don’t allow the WhatsApp Windows application because KSK provides no way to block YouTube videos from playing in it. The images suddenly started downloading again now. We made no changes to anything since my last message. Weird. Thanks again, JR

Hello. Safe Kids Help > About (in Windows) is still showing 1.0.5.6390 (f), so it looks like neither Patch G nor H has installed. We’ve rebooted the PC to no avail. Meanwhile, downloading pics in WhatsApp Web has STOPPED working again. I made no change at all, it just stopped working in the past few days. Please help me getting it working again. Thanks, JR

>>Patch H is installed automatically with the Kaspersky Safe Kids for Windows database update.« How do I get Sage Kids to do this update? Thanks.

I received this response from Vick Nesh at Kaspersky tech support: We are in plans to release a feature to block Google (Google Assistant this is the same) but no ETA about when this feature will be released.