[KIS 2020 was not able to stop a malware attack]

I contacted Kaspersky already and talked with multiple agents, yet we couldn’t solve the issue because we couldn’t collect any data of the attack. After my Kaspersky Total Security “malfunctioned” and after removing it completely and then reinstalling it, it found  “ HEUR:Backdoor.Win64.Agent.gen “ and  “ winlogui.exe  “ viruses, meaning someone was logged on my computer, possibly stealing my data.

When Kaspersky tried to eliminate the threat, it could only stop “winlogui.exe “, but not the other process. Right after that my Windows started closing all the apps and everything started to malfunction. I had to hard reboot my system and after that everything looked fine.

What worries me this happened to me twice already. It wasn’t a simple software malfunction. Someone got through Kaspersky’s protection, made it malfunction by deleting everything in the Kaspersky folder, so it couldn’t start at the boot and able to protect my computer. This is a serious issue and Kaspersky team should look into it immediately because it poses a serious security threat.
 

Hello @Mandalorian & @Rosai, 

Welcome!

It’s very unlikely Kaspersky will fix anything without first analysing data🤔  

Have you logged a case, as suggested above by @richbuff? If “no”, please do so; Support will require Traces, logs & other data → they will guide you:

 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will be in touch, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Please share the outcome with the Community when it’s available? 

Thank you🙏

Flood🐳+🐋

 

[KIS 2020 was not able to stop a malware attack]

I have been using Kaspersky Internet Security (KIS) for the last 6 years. But Today something unexpectedly happened. Today I noticed that my KIS got uninstalled without my knowledge. When i was searching for KIS on ‘search bar’ it showed the icon and when I clicked on it, it showed the shortcut is not found. What the hell?? I was shocked. I did not uninstalled it, did not do anything with it. But happened to my KIS. I tried to reinstall using the setup downloaded form Kaspersky website. The installation was not also not successful. It showed some error. Later i came to know that my computer has been infected with virus. Then I downloaded Kaspersky Virus removal tool from the website and tried disinfection. I was bit skeptical the KIS itself was failed to stop the attack and utterly failed from virus infection, how could KVR will  remove the virus?  But It was successful and finally I managed to reinstall KIS. My doubts are

1. How KIS was failed to stop malware attack and how it got uninstalled without my knowledge?
2. What is the use of KIS when It fails when a virus attacks?

Exact same thing happened to me twice now. Did you and Kaspersky support managed to solve it?