Search the Community

Hello @Cavey, Thank you for posting the update! Are/were support *aware* (you) also had windows devices active on the subscription? Are/were support *aware* PureVPN in the *appstore* DOES function with macOS13? Please share the incident reference number - it's prefixed with INC0000? Thank you🙏 Flood🐳+🐋

Thanks for reply. Just now, my Windows prompted me to update. After the update, the quick scan returned to normal. Thank you very much. Could you explain what caused this?

That's why I say it's a behavior detection, only happens when game is running... mem detection. Can You provide version of K. product installed and operating system? Do You have Windows completely up to date via Windows Update (check also Optionals)?

Hola, Adicionalmente, parece ser que están realizando cambios en la VPN, algunos clientes han recibido esta notificación: Important information about your Kaspersky VPN Dear customer, We’d like to inform you that we’re currently transitioning Kaspersky VPN to a new infrastructure to ensure a smooth and reliable experience for all our users. During this short transition period, some temporary issues may occur. These issues may affect users of Kaspersky VPN Secure Connection, Kaspersky Plus, and Kaspersky Premium. We’re doing our best to resolve everything as quickly as possible. Most users will receive the required update automatically. However, if you are facing any issues, please update the app to the latest version on all your devices. You can download the newest version here: Update We apologize for any inconvenience caused and are working hard to resolve it, The Kaspersky Team Saludos

Hi nonanche9200, Please understand that this is a problem at Kaspersky's end caused entirely by an external service migration i.e the integration of PureVPN's services into Kaspersky VPN's architecture. No amount of tinkering with your systems configuration will fix the issue as there is likely nothing wrong with you system's configuration. You should have received a notification about this via email, but if not I have pasted it below for you. The only thing to do is to return your configuration settings back to where they were and ... wait. It has been 7 days for me now, but it is better each day. You may wish to lodge a support ticket as this will give Kaspersky information on how widespread the issue is and what kind of problems are most common amongst users. * The error message you posted: "error ID 4311 NetBt it says : "Initialization failed because the device driver could not be created." is a Windows message about its native networking component (NetBT) failing to initialize because of a virtual network adapter that is being created and destroyed repeatedly. This is almost certainly the Kaspersky VPN WG Nt Adapter getting stuck in a loop creating a virtual adapter, failing, aborting, and repeating and perhaps failing to clean up perfectly, leaving ghost entries or creating new ones each time. This is why you have 173 (or more now) new Local Area Connection connections. Again there is nothing wrong at your end and you can't fix it, it would be like taking your car to a mechanic because a major road has been blocked by an earth slide. * The 256 DNS errors you've had in the last 24 hours are also related to the Kaspersky VPN issues, you can't change this either. Open a command prompt and type in: ping 1.1.1.1 <Enter> and ping 8.8.8.8 <Enter> You should get normal round trip times of around 10 to 80 ms or so. This will show there is nothing wrong with your DNS settings or the Cloudfare and Google DNS servers. I hope this helps. Ironically I had to type this out twice because when I posted it the first time the VPN cut out! 🙄 Important information about your Kaspersky VPN Dear customer, We’d like to inform you that we’re currently transitioning Kaspersky VPN to a new infrastructure to ensure a smooth and reliable experience for all our users. During this short transition period, some temporary issues may occur. These issues may affect users of Kaspersky VPN Secure Connection, Kaspersky Plus, and Kaspersky Premium. We’re doing our best to resolve everything as quickly as possible. Most users will receive the required update automatically. However, if you are facing any issues, please update the app to the latest version on all your devices. You can download the newest version here: Update We apologize for any inconvenience caused and are working hard to resolve it, The Kaspersky Team

I do sincerely hope what you're saying is true, and it's a matter of patience until we see some good stuff from this upgrade. I just hope they don't keep us waiting too long. Feel like the update was rushed, at least give it a little bit of time. 😞

@Berny My motherboard is from 2012 it's a Gigabyte GA Z77X UP5 th , so If I go on the gigabyte website there is no update after 21/06/2012 it's Intel (R) 82579V Gigabit Network Connection 11.16.96.0 .

And also more than 256 error in 24 hours related to the DNS , error 1014 DNS client events there are several things in the error : - teredo.ipv6.microsoft.com - isatap.home ( lots of it ) - dc1.ksn.kaspersky-labs.com - dc1-file.ksn.kaspersky-labs.com - wpad.home @Berny My motherboard is from 2012 it's a Gigabyte GA Z77X UP5 th , so If I go on the gigabyte website there is no update after 21/06/2012 it's Intel (R) 82579V Gigabit Network Connection 11.16.96.0 .

Also die Einstellung "Verbieten" wird nach den "Speichern" übernommen (es wird eine Regel erstellt), hat aber eine Wirkung, bzw. das Programm (Corel Update Helper x32) ignoriert das Verbot!

Hello @piesesti, @myuption, @xnvisible, @ali2006, Welcome & or welcome back! Rest assured the Kaspersky team ARE reviewing *all* issues associated with the transition. What (we've) noticed is many subscribers loudly complaining BUT not logging cases & (you) might think - why log a case - Kaspersky already know the issue - that's true - BUT- sometimes Kaspersky need data, to take to a provider to say, here, this is the impact - this is what needs fixing..... As per Danila T. due to the 'infrastructure-change' (i.e. Kaspersky appears to be changing from Pango to PureVPN) -> there's been: A consolidation of VPN servers from ~105 to ~85, most common servers will remain. The router feature, protocol selection and dual VPN options will disappear = no longer be available. Kaspersky are committed to continuing to expand coverage and add new features in upcoming updates. Any issues or ongoing concerns with the app or the VPN service, please *update* the software from the link available on the support page: - IF that doesn't work - please log a request with Kaspersky Customer Service, select Email & fill in the template as follows, note provide a *detailed-history* please: Post back the incident-reference-request-number, it's prefixed with INC0000? Thank you🙏 Flood🐳+🐋

Hey @Jassie_Dave, Welcome back! As per Danila T. due to the 'infrastructure-change' (i.e. Kaspersky appears to be changing from Pango to PureVPN) -> there's been: A consolidation of VPN servers from ~105 to ~85, most common servers will remain. The router feature, protocol selection and dual VPN options will disappear = no longer be available. Kaspersky are committed to continuing to expand coverage and add new features in upcoming updates. Any issues or ongoing concerns with the app or the VPN service, please *update* the software from the link available on the support page: - IF that doesn't work - please log a request with Kaspersky Customer Service, select Email & fill in the template as follows, note provide a *detailed-history* please: Post back the incident-reference-request-number, it's prefixed with INC0000? Thank you🙏 Flood🐳+🐋

Hello, good morning all. I'm having an issue with VPN after recent update. I am traveling internationally next week and need to use a VPN Thailand's server but Thailand server disappears from my Kaspersky VPN. FYI / I'm using VPN version 21.23.6.614-2 (a) Thank you.

Hello. I had a Kaspersky VPN that was working perfectly. With the latest update, my NAT setting for online games was changed from "Moderate" to "Strict." I'm experiencing significant lag and increased ping in games. I also noticed that some important settings in the program settings have been removed. (Catapult Hydra and Wireguard options have been removed.) - (DNS configuration page has been removed.) I kindly ask you to fix these issues as soon as possible. I don't want to look for another VPN. Thanks

I need to verify my Free AV update on my Android phone

Hello @User23837, Thank you for the update, it's great to read there's been *progress*, let's hope it continues to improve - no more DRAMA! We'd like to thank you for being proactive & working diligently with Kaspersky to get to a resolution, you did the hard work, it's most appreciated! Thank you for the UPS!! We're chuffed, very kind, however, only topic *owners* = you & or Mods/Admin can set the status of a topic. Thank you🙏 Flood🐳+🐋

@merleDass Update sollte eben den Fehler beheben(Siehe my.kaspersky Konto) bei mir keinen Erfolg damit.

Guten Abend und frohen 1. Advent, Ich nutz(t)e den VPN-Service hauptsächlich um Youtube-Werbung auf dem iPhone zu umgehen. Welcher aber seit dem letzten Update nicht mehr den gewünschten Nutzen erfüllt. Ich kann mich zwar mit Ländern verbinden, in denen keine Youtube-Werbung geschalten wird(Russland, Albanien, Moldawien, etc), jedoch scheint es Youtube nicht mehr zu interessieren. Hirnverblödende Scam-Werbung hoch und runter.. Leider ist das Thema Kaspersky-VPN ja aktuell sehr im Wandel, weshalb ich mir nicht sicher bin, woran es denn genau liegen könnte. Hat Youtube zufällig gerade etwas geändert(hab online nichts diesbezüglich gefunden) oder hängt es möglicherweise mit dem Anbieterwechsel zusammen? Oder vielleicht doch was ganz anderes? Vielen Dank

Da wird wohl nichts geprüft, auch unter Windows 10 und 11, Webseiten nicht erreichbar, deaktivieren, dann geht es wieder, dazu noch das Schneckentempo an speed, dann kam gerade noch ein Update, nur wofür????, um uns noch mehr zu ärgern, zum erbrechen....., Abo ist ja bald eh bei mir beendet, lese schon über andere vpn Provider, sehr sehr schade........., tja so spart der Konzern ordentlich Kohle , werden die aber bereuen. Catapult hydra mit Double vpn war exquisit. Und ich fühle mich absolut nicht mehr sicher, werde es wahrscheinlich kaum noch bis zum Ende nutzen.

I have had this issue yesterday, but now it connects again. Still, it is really slow and unstable. Not sure how it fixed, just did it by itself. I think it just has to do with the infrastructure updates not being fully tested and complete. They must have rushed this update so quick, hence all the issues. Hopefully something official comes up.

Having this same issue. I raised a ticket and sent them the necessary info. Waiting on some reply. The connections are all really inconsistent and slow (I get like 200+ ping on a VPN from my home country! wut?). This update definitely broke plenty of things, they're probably aware of it but I haven't seen any official communication on the issues. I recall someone mentioned here even DNS servers are borked, so I guess this update was just rushed and broke so many things. Hopefully something comes up, since this used to be such a reliable and fast VPN compared to so many on the market for me.

see this image never connect since Friday, its over for me, first time in my life see company doing to herself, on behalf of all customers and the good long gone Kaspersky vpn let me say fu to the ones responsible for this stupid update, thanks kaspersky vpn for the good old days, Sayonara.

I can see from the forum that many people have issues with the new update. None of the current threads address my issue, so here's yet another tale of woe. I recently received an update to the VPN service on 3 of my computers. Two of those computers are windows based and still work after the update - albeit with a reduced feature set. The final computer is a 2017 15 inch MacBook Pro which is only used to view media. This computer can no longer connect to the VPN at all. I was advised to remove and redownload the application, but the new version of the application is listed on the app store as only working with MacOS14+ and this MacBook is not compatible with any OS above 13. The support page ( https://www.kaspersky.co.uk/vpn-secure-connection#systemrequirements|vpn ) still lists the application as working on MacOS13+, but the old application could no longer connect and I cannot download the new application. Am I just completely out of luck here? I don't really want to go out and pay for another VPN unless I really have to.

Hello @v.chandrakanth, Welcome! *Also* which region are you located in? From Kaspersky's @Danila T.: This is likely due to an update of the VPN infrastructure. All VPN users will see a new agreement in the app which they need to accept. The number of available VPN servers will change from ~105 to ~85, most common servers will remain. The router feature, protocol selection and dual VPN options will disappear. We’re continuing to expand coverage and add new features in upcoming updates. Original source reference: https://forum.kaspersky.com/topic/after-update-lost-some-servers-and-double-vpn-57341/#findComment-221765 ***Please contact Kaspersky Customer Service https://support.kaspersky.com/b2c#contacts, on the support page select Email, fill in the template as shown, please provide a *detailed-history* & please do not select the AI-Bot to submit the request: Kaspersky have a 30-day money-back guarantee that (you) agreed to when (you) purchased the subscription - for all other situations (you'd) need to discuss with Kaspersky support. Thank you🙏 Flood🐳+🐋

Hello @Michail & @titi, Welcome! From Kaspersky's @Danila T.: This is likely due to an update of the VPN infrastructure. All VPN users will see a new agreement in the app which they need to accept. The number of available VPN servers will change from ~105 to ~85, most common servers will remain. The router feature, protocol selection and dual VPN options will disappear. We’re continuing to expand coverage and add new features in upcoming updates. Original source reference: https://forum.kaspersky.com/topic/after-update-lost-some-servers-and-double-vpn-57341/#findComment-221765 ***Please contact Kaspersky Customer Service https://support.kaspersky.com/b2c#contacts, on the support page select Email, fill in the template as shown, please provide a *detailed-history* & please do not select the AI-Bot to submit the request: Thank you🙏 Flood🐳+🐋

Hello @nonanche92000, Welcome! From Kaspersky's @Danila T.: This is due to an update of the VPN infrastructure. All VPN users will see a new agreement in the app which they need to accept. The number of available VPN servers will change from ~105 to ~85, most common servers will remain. The router feature, protocol selection and dual VPN options will disappear. We’re continuing to expand coverage and add new features in upcoming updates. Original source reference: https://forum.kaspersky.com/topic/after-update-lost-some-servers-and-double-vpn-57341/#findComment-221765 ***Please contact Kaspersky Customer Service https://support.kaspersky.com/b2c#contacts, on the support page select Email, fill in the template as shown, please provide a *detailed-history* & please do not select the AI-Bot to submit the request: Thank you🙏 Flood🐳+🐋