mom5boys

Thanks for your help. I ended up deleting the Kaspersky Safe Kids app from my son’s ipad, and then downloading it again, including downloading the new profile. So far, so good. Thank you!

Thank you! I’ll give it a try.

Thanks for your help. No, I haven’t tried these yet. I’m pretty sure I know how to uninstall/reinstall KSK, but not so sure about reseting the KSK browser. Are there instructions online for how to do this? Thanks!

We’ve been longtime users of Kaspersky Safe Kids. Three of my kids use ipads for school (all three are iPad Air 2, running software version 14.4.2). I’m very familiar with the KSK message that pops up and says, “Settings updated by parents,” and requires me to go in and download a new Profile in the ipad before it will allow the kid to continue using the KSK browser. I encounter this message and go through this Profile download about once a month on their devices (although I’m not really sure why it pops up — it is usually not triggered by me updating any KSK settings since the last time it happened). But I can deal with doing it once a month. But over the last month or so, one of the devices has started to pop up with that message way too often — as often as once a day. (And I’m not doing anything to the KSK settings on a daily basis that would trigger this). Of course it usually happens when my son is in the middle of using the browser for a virtual learning class, so it has to be fixed right away before he can continue with his class. His school is finally starting up some in-person classes again, and I need to get this fixed before it causes disruptions to his school work when he’s at school and I won’t be there to fix it. Can you suggest a solution?

I tried to follow: 1 Install a configuration profile on your iPhone or iPad, but cannot because there is no “Profile Downloaded” or “Enroll in ...” option on the ipad’s settings. And when I go into settings> general, there is no option to select a profile. I’m assuming this is because I deleted the configuration profile, but when I try to install it again it gives me the error. (I tried uninstalling the KSK app and reinstalling it again after updating the IOS on the ipad, and am still getting the same error). I’ll contact technical support and let you know how that goes. Thanks!

Hmm, the IOS update actually finished up quicker than expected. No change to the KSK error after doing the IOS update though. Do you think it would be worth going through all the steps of uninstalling the app and re downloading it again now that the IOS is updated? Or is that not likely to make a big difference at this point, and I should instead contact technical support now? Thanks!

Ok, it’s version 1.38.0.14 Yes, the ipad seems to be connected just fine. Apparently it did not have the most current IOS installed previously. It is slowly updating now, to IOS 13.1.3. After updating the IOS I plan to try KSK again to see if that may have helped. (But it’s taking a really long time to upload for some reason, so I’ll probably leave it to upload overnight and tackle this again in the morning. I’ll update it if that does end up helping). Yes, it does seem that the KSK app is installed, but the problem is with the child profile not installing correctly. Thanks for your help! I’ll definitely let you know how it turns out.

Ok, I think I went through most of the steps you listed: I uninstalled KSK from the ipad, disconnected device in MyKaspersky account, shutdown iPad, restarted, downloaded new KSK app on the ipad. But when I then open KSK on the ipad, it asked for my Kaspersky password and I logged in, then it says “New configuration profile is ready to install. Once the profile is installed, start Kaspersky Safe Kids to finish the setup.” I then click “Install Profile,” but it then goes back to the same error message that came up before: “Unable to Install Profile, An error occurred. Please restart the app and try again.” Restarting the app does not fix this error, and shutting down & restarting the ipad doesn’t fix it either. So I was able to get through most of the steps that you listed, but it won’t allow me to get to the part where I would resync the device with my KSK account before the error pops up and prevents me from moving forward in the app. And I do not know where to find the KSK version. When I looked for it on my laptop, I went to “Licenses,” clicked on “Details,” and it shows my License key, and says “Version: subscription, Activation date: Jun 27 2018.” But I’m not seeing a version number like you listed. I must be looking in the wrong place. The screen shot that I uploaded earlier was from when the error first showed up, before I tried your steps. Here is the screen shot of the error that is showing up now:

Ipad operating system: 12.4.1KSK version: subscriptionlicensedAnd attached is a screen shot of the error I am getting. (You can see when the error appears that there is a lot of text that appears on the screen in the background behind the error window. There is no apparent way to close the error window and read all that text -- the only way to leave the screen once the error window shows up is to close the KSK app entirely).

No, I have just deleted the configuration profile, shutdown the ipad, restarted it, and tried to install the profile again. Those steps have always worked in the past, so I’m not sure what’s up this time. I will try to go through all those steps you listed and see. Thanks.

Once in a while when I make changes to my son’s Kaspersky Safe Kids account settings, it will direct me to uninstall the Kaspersky configuration profile from my son’s ipad and then install the new configuration profile. I’ve done this a number of times in the past and it’s always worked just fine once I install the new profile. This time it’s not working. I deleted the Kaspersky profile as directed, then when I go into Kaspersky on the ipad it says “New configuration profile is ready to install.” I click “Install Profile,” and a box pops up that says “Unable to Install Profile, An error occurred. Please restart the app and try again.” I tried restarting the app a couple times, but the same error happened. So I shut down the ipad and then tried again, and I’m still getting the same error. I’m really hoping someone can help me get this fixed asap, before my son needs to take his ipad to use at school tomorrow. Thank you!

Thanks!

Ok, I got it to work. Thanks for your suggestions!

Oh, so are you suggesting that I change the KSK profile for my older child to my youngest child? The only problem with that is that I do still want my older child to be on KSK. I want my older child's ipad to be switched to my youngest child. But I also want to keep my older child on KSK because my older child has a KSK account on our family's computer too. (Each child has a KSK account on our home computer, plus some of them have KSK ipad accounts and my oldest child has KSK on his cell phone. So I'm afraid that editing the profile of one child and changing it to another child will still leave me with the same problem -- they won't be connected to the correct devices on KSK anymore. Unless I'm misunderstanding your instructions? What I need is to find a way that I can keep all the kids & keep all the different devices that are already linked to KSK, and just switch 1 device to a different child. It seems like this feature should exist . . .

Yes, all of my children and all of our devices are already in KSK. I just want to change one of the existing devices in KSK from one child to a different child. Is there a way to do this?