Vasily Burov

Hi, @Serial.com! Do you have another AV product installed on computer? It is clean install or upgrade of the previous KART version? What OS build number is installed? Thanks.

Hi, @Scott Erickson! What Kaspersky product do you use? Is it Kaspersky Anti-Ransomware Tool? Thanks.

Hi, @Lorenzo97! Sorry for late response. Glad to see that suggested solution works. Did you have access to the internet on computer with product? Can you visit the "https://app-sj06.marketo.com/" webpage in browser? Thanks.

Hi, @Lorenzo97! Thanks a lot for the clear steps and script. I reproduced the problem. You need to restart the computer again and after that the problem will disappear. Please confirm this solution. Thank you very much again.

Hi, @Lorenzo97! Please run the script again and write the result here. Also list the content of your script please, so I can to reproduce the problem. Thanks.

Hi, @Kasra serpak! What Kaspersky product did you use? Thanks.

Hi, @Marc5! This problem was fixed, please see the following message: I want to say a big thanks for users from this forum, without your support it was impossible. Thanks.

After reboot the problem (gui is not responded) exists?

We have several hypotheses about the cause of the crash and we need some more information: 1. What OS Input Locale is installed on your computer? Please, write here the output of commands: systeminfo | findstr /B /C:"System Locale" systeminfo | findstr /B /C:"Input Locale" 2. Does the os username contains non-English symbols? 3. Please, write here the output of the command: if exist %userprofile%\Downloads (echo exist) else (echo not) 3. Did you have another anti-virus program on your computer? Thanks.

Hi, @posapiano and @dhyogo! Please make sure that the %userprofile% system variable is set in the system (you can do it by executing "set userprofile" command in the command prompt). If not then you must create it. After that please check if the "%userprofile%\Downloads" folder exists and if not then create it (execute "set pth="%userprofile%\Downloads" && mkdir %pth%" command in the command prompt). When all these checks is done then reboot the computer. Thanks.

Thanks again! Now download was successful and we opened an issue. We need some more information: what did you do in product before it crashed? You have clean installation or upgrade (automatic or manual)?

Hi, @KFan10086! After crash the GUI is ran again? Thanks.

Hi, @KasperskyFans10086! Thanks for your message. What your actions in product led to this problem?

Hi, @Flood and Flood's wife and @hamechiz! Kaspersky Anti-Ransomware Tool for Home can work alongside with other anti-virus programs. What error you get from Anti-Ransomware Tool for Home? Thanks.

Hi, @posapiano! Thank you for report. I have not the QQ or WeChat accounts and cannot download the dump file. The product will automatically detect the dump file and will ask you to send it for analysis. Did you confirm the dump sending? Can you describe some actions that you made before product crashed? What can we do to reproduce the problem? Thanks.

Hi, @hamechiz! Product blocks malware executable and revert file changes that were made by it. After that product writes messages about malware blocking and rollback of files in detection statistics list. Blocked malware files remain on disk and become accessible after product is uninstalled. You must delete these files manually.

Hi, @Lorenzo97. We reproduced this issue. The fix of the problem will be delivered to you with upcoming product update. I hope that this will be done during a month. Thanks.

Hi, @Lorenzo97! Thanks for your message. We will investigate your issue right now. Can you post the screenshot with "blocked items" section in product settings? What OS version do you use? Thank you again.

Hi, @Lisos! Thank you for your message. We know about this problem and already fixed it in new release. At this moment the new product version is transferred to customers and you must get it during this month. P.S. your computer must have access to the internet for getting new product version. Thanks.

Hi, @LucasPestana! For further investigation of the problem we need the following information: 1. What windows build number do you use? Please write here the output of the 'ver' command. 2. What KART version is installed (you can find it on Support page in product GUI)? 3. After what this message began to be displayed? Thanks.

Hi, @qzlqz! We already saw that when we reproduce issues from your first message. This bug also will be fixed. Thank you again!

Hi, @qzlqz! I am sorry for delay with answer. We reproduced these issues on our side and confirm them. These bugs will be fixed in upcoming product release. Thank you for report!

If after updating the product and restarting the computer you can no longer open the network shares and sites in the browser, then make sure that the application is running and restart the computer again. To avoid this in the future: after you see the balloon “Update installed”, do not exit the app before restarting the computer. If you are faced with the same issue and the described solution did not help you, then please answer in this topic. Thanks.

Hi, @sandy98g ! There is no way to automatically accept EULA after updates. The text of EULA agreement is changed and it must be reaccepted. We will consider your question as feature request and will discuss it inside dev team more exactly. Thanks.

Hi, @oswaldochacon Sorry for delay. What version of “Kaspersky Anti-Ransomware Tool for Business” do you use? What version of OS is installed? Thanks.