After many missteps I decided to close the case as it is clear that these guys have no idea what they are doing. For example, they sent instructions to ad a printer using the IP address, one of which said to tell windows that my printer was not shown in the list of devices. However mine was; so, I asked (via email reply) what to do - say it was not shown even though it was? if so , should the printer shown be deleted?
No reply. Then they sent something else that also failed. They asked for a trace, since I was having trouble, they arranged for a live link - they take over my computer - so their guy could do the trace for me; he did; I sent it in; they replied that I had the wrong VPN i.e., the one built-in to Kaspersky (Kaspersky VPN) was "wrong" and their guru who ran the trace did not mention it -- surprise! Then they sent m e the same instructions about adding the printer by IP.
In frustration, I told them to close the case. As much as it is a pain in the neck to have to shutdown the VPN to print that is the best I am to get. I appreciate all the help the forum tried to give me. Kaspersky needs to malke at least so of their support US-based.
