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Hello @nayomi kumarasinghe, Thank you for the update! We're delighted to read there's been *progress* -> Well done!! Kaspersky Standard *only* allows for a single-email address. To add multiple email addresses, it's necessary to have a Kaspersky Plus OR Kaspersky Premium subscription. It's not possible to ADD additional emails to the DLC in the Kaspersky Standard package. YOUR subscription / application is *ACTIVE* -> the information shows under (your) email address on the left-hand-side of the application window. What is the *error*, we need to see what you see, hide any private information before posting. Read: About Data Leak Checker. Thank you🙏 Flood🐳+🐋

Hello @MattDSI, Thank you for posting back & the extra question/s & apologies for delay in revert! Yes. Not quite so simple; when the subscription is sent to your account, (you) down load it & install it - i.e. (you) select *which* device* is allocated to *which* subscription, but -> IF (you) were to 'change' any of the Windows devices; the devices reflected in (your) my Kaspersky account would still show the *original* names, i.e. the device-name when the Kaspersky software was installed. The MyKaspersky account doesn't update-automatically. In our opinion, it'd be better to request a *refund*, explain (you've) purchased the wrong *device-number* subscription, you wish to cancel, refund & repurchase the correct-number subscription - that way (you're) only managing one subscription, with all of the devices linked to it - it still can mean at some stage - IF (your) devices are renamed - (you'll) also have to manage that in (your) MyKaspersky - but that's no show-stopper & won't stop the devices working. It's easier to manage multiple-devices on *one* subscription, than multiple-devices on multiple-subscriptions (ioo). Kaspersky has a 30day money-back guarantee -> contact Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - select Email, then fill in the template as shown, select (your) Kaspersky software from the drop-down-list (A); please include a *detailed history*: Please READ: How to request a refund for a Kaspersky application Please post back the incident reference number, it's prefixed with INC0000? Thank you🙏 Flood🐳+🐋

You are confusing preview versions of the OS and cumulative update preview versions (available via Windows Update). In the second case, there are no support restrictions.

What I was notified by email was only that Kaspersky had been working on changes to certain things around the time I had to install this update; That it would cause some disruption for a while. None of your above-mentioned explanations and information were given in the email. No mention of disappearance of double VPN. I ve now found the information I needed on this web page from you, which is detailed to some extent. I think these explanations should have been provided for the users of this VPN in the first place in order to avoid unnecessary confusions we have had here. I believe there are still more costumers like us out there all over the world, wondering what is going on with the VPN. By the way, I am still waiting when this VPN will start running as its expected way. "Connection time out" keeps happening off and on as of now, when I send emails. Thank you. --- 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. --- P.S. Driver "VPN WG Nt Adapter" keeps changing and I cannot make the settings of this driver in a certain way. (off topic)

Corel benutzt verschiedene Serveradressen. Ist es denn wirklich der Update Helper allein? Es sollte so nicht sein. Es wird so sein wie unter WIn, dass verschiedene Programmteile sich gegenseitig sichern und Änderungen umgehen. Sperre noch zusätzlich alle Programmteile inklusive des Hauptprogramms. Sollte es da Funktionieren wie gewünscht, kannst du dich ja dann rantasten und einzelne Teilprogramme wieder auf Standard setzen, bis die unerwünschte Verhaltensweise wieder auftritt. Einfach ausprobieren. Tipp von mir: jede Änderung dokumentieren, so das jeder Schritt für dich nachvollziehbar ist.

Welcome to Kaspersky Community. I would 1st update Your KTS to Kaspersky Plus, and try again. https://forum.kaspersky.com/topic/kaspersky-basic-standard-plus-premium-info-faq-22816/#comment-98356

No new update ! Fix it !!

Kaspersky's history and dedication to customers! "Kaspersky began with a simple mission to protect people and businesses from cyberthreats and build a safer world. Our founder, Eugene Kaspersky, believes 'everyone has the right to be free of cybersecurity fears'! And it is this belief that underpins our efforts as a company. Kaspersky products are always at the forefront of technology, delivering state-of-the-art protection for our users". "Kaspersky's customer service is also highly regarded. We offer the option of 24/7 remote IT support with our consumer products, which can include services like remote installation, virus check and removal, and PC health checks. Having this priority access to support, gives our customers greater peace of mind, because they know we're always there to help". • So how on earth sadistic saboteur inflicted ordeal with impunity since Oct 2024, to the detriment of my Latitude E5540 (Win 7 Pro) reliability, besides the torment inflicted on me. Whilst the incessant internet interruptions cropped-up at will of the imbedded saboteur, virtually breathing down-my-neck. Compounded by the relentless email log-in impediments via sadistic verifications ploy. Compelling repeatedly to identify a lot of vague features within the obscure images charade. Conditional to access email accounts, under Kaspersky's protection! Outrageously exploited as a double-edged sword, whatever it takes to torment the targeted user. Once the technical assistance was sought by me, I became flabbergasted by the perfidious modus-operandi of the cunning customer service representatives! Deceitful to the detriment of the railroaded Kasperski's adherents, such as myself. Have a go to find out all-about-it, due to the encountered tribulations by me. Transcribed below for your perusal: ######################################################### From: (Leo24) Sent: Sat 3 May 2025 11:11 AM To: Kaspersky Technical Support <*****@*****.tld> Subject: Malicious internet dropouts Malicious internet dropouts! Targeted internet dropouts since Oct 2024 compelled me to seek your assistance, as the moderator's technique by Wesly Zhang proved to be fruitless. Please refer to ... https://forum.kaspersky.com/topic/kernel32dll-51818/?page=2 Per example, event depicted on the system log: Warning 08-Nov-24 15:26:24 Event 27, e1dexpress Intel(R) Ethernet Connection I218-LM Network link is disconnected. Thanks in advance! Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support <*****@*****.tld> Sent: Sat 3 May 2025 11:12 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Thank you for contacting Kaspersky Technical Support. The following request was registered: ID INC000017508101. We will do our best to respond to your request as soon as possible. To add new information to your request or ask additional questions, you can simply reply to this e-mail - leaving the subject line unchanged. This email was generated automatically. Best regards, Kaspersky Technical Support ######################################################### From: Kaspersky Lab Support Sent: Sun, 4 May 2025 8:54 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Hello Leo24, Thank you for contacting Kaspersky Support. To better understand the issue, please provide us with the following information as part of troubleshooting: 1. If there's any error message or a warning of any kind showing the issue, please take a screenshot of it or a short video recording and send it to us so we can better understand and identify the issue at hand. 2. Please create and share a GetSystemInfo report. To create this report, simply follow the step-by-step guidelines here: http://support.kaspersky.com/general/dumps/3632#block7 Note that the *.zip archive containing the report is saved on the desktop by default. 3. Please provide a detailed, step-by-step process for issuing recreates. Have a great day! Chor | Customer Service Representative ######################################################### From: (Leo24) Sent: Thu 8 May 2025 5:51 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Chor wrote: "Please create and share a GetSystemInfo report". • Actually, one of your moderators, Wesly Zhang got already this report, mentioned at the ... https://forum.kaspersky.com/topic/kernel32dll-51818/#comments Nov 15, 2024 GSI version: 6.2.2.58 File size: 1 Total physical memory: 8291.60 Mb Report: GSI6 uploaded 2024-11-15 03:06:27 Containing warnings such as: Warning 08-Nov-24 15:26:24 Event 27, e1dexpress Intel(R) Ethernet Connection I218-LM Network link is disconnected. • Although solution was sought at first for the kernel32.dll dilemma, the malicious internet dropouts persisted all along. I've followed Wesly Zhang recommendations to no avail, while the targeted internet dropouts occurred at will. Performed by some kind of a remote-control saboteur. Disenchanted Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Fri, 9 May 2025 2:14 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Dear Leo24, Thank you for getting back to us. We believe this could be a network degradation issue, not anything caused by anything malicious. 1. If you have run a full scan and had Kaspersky installed on the device since Oct 2024, it is doubtful that this is caused by anything malicious. 2. Internet dropping out can be caused by other factors, such as Wi-Fi Signal Issues, Router and Modem Problems, Internet Service Provider (ISP) Issues & also Device-Specific Problems. Do you experience the same behaviour on other Wi-Fi connections? Have you contacted your Internet Service Provider (ISP) since this issue began? Is this issue specific to your device, or does it happen on other devices too? Please keep us posted. Ali || Customer Service Representative ######################################################### From: (Leo24) Sent: Tue 13 May 2025 6:02 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Ali wrote: "Is this issue specific to your device, or does it happen on other devices too"? • Actually, my Latitude E5540 (Win 7 Pro) has been solely affected by the malicious internet interruptions (unlike my friend's eMachines E727 [Win 7 Home Premium], which never endured internet interruption). A momentary internet interruptions initially occurred as I was about to determine data usage by clicking on the "Wireless Network Connection Status" of my Latitude E5540 (Win 7 Pro). Though before I could ascertain the amount of the evolved (in/out) figures, they reverted to zero. Due to the untouchable saboteur internet interruption. Subsequently, 10 minutes approx after the start of my internet sessions interruptions occurred for some time, then persisted variously. Hiatus emerged toward the end of 2024, followed by the exacerbated internet interruptions since the beginning of this year (2025). In a row of 3, 4, 5, during sporadic internet sessions. Thus in addition to the relentless Yahoo email log-in impediments via sadistic verifications ploy, the accompanied internet interruptions compounded torment moreover. Whereas to alleviate the frustration in these circumstances, a timely popup on the screen to alert the impacted. Any tips regarding? Disenchanted Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Wed 14 May 2025 1:21 PM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Thank you for your reply. In order to keep track of the changes performed on your system, we ask you to provide us a new Getsysteminfo report, using the same instructions we sent you previously. If there's any error message or a warning of any kind, please take a screenshot of it and send it to us so we could better understand and identify the issue at hand. In case you need help with that, here's a handy guide about taking screenshots: http://support.kaspersky.com/us/492?cid=pe Thank you and have a nice day! Fawwaz || Customer Service Representative ######################################################### From: (Leo24) Sent: Mon 19 May 2025 4:58 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Fawwaz wrote: "In order to keep track of the changes performed on your system, we ask you to provide us a new Getsysteminfo report, using the same instructions we sent you previously". Earlier Chor wrote: "Please create and share a GetSystemInfo report. To create this report, simply follow the step-by-step guidelines here"... http://support.kaspersky.com/general/dumps/3632#block7 • Having created ... GSI6_USERPC_Owner_05_16_2025_18_21_00.zip ... as instructed, I am seeking advice about the prescribed mode of transfer. Thank you for your assistance! Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Tue 20 May 2025 2:36 PM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Hello, Thank you for the reply. Sorry to hear that you are facing this issue. You can simply attach the "GSI6_USERPC_Owner_05_16_2025_18_21_00.zip" file to your reply to this email. Alternatively, if the file size is too large for email or you prefer, you can upload it to our secure internal storage using the following link: https://box.kaspersky.com/u/d/xxx Could you also confirm if the issue continues after pausing or exiting your Kaspersky application? Please reply with the result so we can investigate further. In addition, if any visual information is available, please take a photo or a screenshot and share it with us. You can find a guide on how to take a screenshot here: http://support.kaspersky.com/general/various/492 We appreciate your cooperation and look forward to assisting you further. Have a great day! Rinitha || Customer Service Representative ######################################################### From: (Leo24) Sent: Wed 21 May 2025 5:25 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts • Hi Rinitha, please be informed that I didn't notice any rogue manifestations on the screen. Unfortunately, network connection status indicator at the notifications bar at the bottom, isn't supplemented by the "internet down" popup on the screen! Any tips regarding? So in addition to the ruthless email log-in impediment via treacherous verifications ploy, the accompanied internet interruptions compounded torment moreover. With the case in point, the interruptions manifested at least four times on Monday 19-05-25 between 16:18 - 17:48. • Please proceed to examine ... GSI6_USERPC_Owner_05_21_2025_10_05_56.zip ... uploaded as recommended at ... https://box.kaspersky.com/u/d/xxx Upload files to INC000017508101 shared by: File size should be smaller than 10.2 GB. Drag and drop files or folders here. No file chosen All files uploaded 1/1 Files name size progress state GSI6_USERPC_Owner_05_21_2025_10_05_56.zip 11.1 M Uploaded Thank you for your assistance! Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Thu 22 May 2025 11:50 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Hi Leo24, Thank you for your email. The system information report shows there are no malicious items. You may consider having the networking equipment and/or the networking component on the computer checked by the manufacturer support. Please feel free to let us know should you have further queries. Thank you for contacting Kaspersky Support and have a great day! Regards, Ray || Customer Service Representative ######################################################### https://www.microsoft.com/en-us/microsoft-365/outlook/email-and-calendar-software-microsoft-outlook?deeplink=%2fowa%2f&sdf=0 Microsoft Homepage Thank you for your patience We are currently experiencing high demand. Please wait and try again later. ID: 18.6cbb07ca.1747896832.105daee4 ------------------------------------------------------------------------------------------------------ • Attention is drawn to the above depicted deception! Manifested within the upper half of my Latitude E5540 screen. Emanated apparently, during futile log-in attempts into my hotmail account via Google Chrome on 22-05-25, during 14:40 - 16:34 period. MS Edge and Mozilla Firefox were not affected by the sadistic sabotage. A couple of days later I could log-in again into my hotmail accounts via Google Chrome. ######################################################### From: Kaspersky Lab Support Sent: Tue, 27 May 2025 12:11 PM To: You (Leo24) Subject: Malicious internet dropouts Dear Customer, We have not heard back from you. If the issue remains unresolved, please reply to this email. Here's a copy of the message we've sent you previously. Below you may find our previous message sent a few days ago, in case you have accidentally deleted our email: ----------------------------------------------------------------------------------------------------- Please let us know if you need any further assistance. If we do not receive any response to this request within 10 days, your request will be closed. Best regards, Kaspersky Technical Support ######################################################### From: (Leo24) Sent: Tue 27 May 2025 at 2:47 PM To: Data Protection Officer <*****@*****.tld> Subject: Saboteur inflicted ordeal with impunity Saboteur inflicted ordeal with impunity Hi, I've been Kaspersky's adherent since Nov 2019. Initially as a free antivirus user - to the advantage of my Latitude E5540 (Win 7 Pro). Only occasionally accessing internet, nevertheless having subscribed to Kaspersky's Standard plan, since Oct 2024. Totally relying on the safety, reliability and integrity of Kaspersky's operations and products. Naturally, as a company that protects over a billion devices worldwide, it's important to address customers' concerns head-on! To start with the solution sought for the kernel32.dll dilemma, which faded away. Whilst the malicious internet interruptions persisted all along, since Oct 2024. Reluctantly, I've followed one of your moderators, Wesly Zhang recommendations, to no avail. Whilst the deliberate internet interruptions cropped up at will of the imbedded saboteur, virtually breathing down my neck. A brief hiatus in internet interruptions toward the end of 2024, gave way to the repetitive internet interruptions a few minutes apart, since the beginning of 2025 (during occasional internet sessions). Just as relentless Yahoo email log-in impediments were ratchet-up via sadistic verifications charade. Synchronised in a unison with the accompanied internet interruptions. Culminating in a futile log-in exertion on 22-05-25, due to the abrogated access to the hotmail accounts this time around. Whilst the bogus "Microsoft Homepage" announced: "Thank you for your patience. We are currently experiencing high demand. Please wait and try again later". In reflection on the boredom afflicted, the highly paid IT staff, indulging apparently in the sadistic extravaganza. When I anticipated factual, decisive results! Courtesy of the technical assistance by Kaspersky Lab Support. Please proceed to examine modus operandi of the customer service! Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments 27-05-25 ######################################################### From: (Leo24) Sent: Sat 31 May 2025 4:21 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Ray wrote: "We have not heard back from you. If the issue remains unresolved, please reply to this email". • Attention customer service representatives! Chor, Ali, Fawwaz, Rinitha, Ray - please be informed: I've been Kaspersky's adherent since Nov 2019. Initially as a free antivirus user - to the advantage of my Latitude E5540 (Win 7 Pro). Only occasionally accessing the internet, nevertheless having subscribed to Kaspersky's Standard plan, since Oct 2024. Totally relying on the safety, reliability and integrity of Kaspersky's operations and products. Naturally as a company that protects over a billion devices worldwide, it's important to address customers' concerns head-on! To start with the solution sought for the kernel32.dll dilemma, which faded away. Whilst the malicious internet interruptions persisted all along, since Oct 2024. Reluctantly, I've followed one of your moderators, Wesly Zhang recommendations, to no avail. Whilst the deliberate internet interruptions cropped up at will of the embedded saboteur, virtually breathing down my neck. A brief hiatus in internet interruptions toward the end of 2024, gave way to the repetitive internet interruptions a few minutes apart, since the beginning of 2025 (during occasional internet sessions). Just as relentless Yahoo email log-in impediments were ratchet-up via sadistic verifications charade. Synchronised in unison with the accompanying internet interruptions. Culminating in a futile log-in exertion on 22-05-25, due to the abrogated access to the hotmail accounts this time around. Whilst the bogus "Microsoft Homepage" announced (after 2pm): ------------------------------------------------------------------------------------------------------- https://www.microsoft.com/en-us/microsoft-365/outlook/email-and-calendar-software-microsoft-outlook?deeplink=%2fowa%2f&sdf=0 Microsoft Homepage Thank you for your patience We are currently experiencing high demand. Please wait and try again later. ID: 18.6cbb07ca.1747896832.105daee4 ------------------------------------------------------------------------------------------------------- Amazingly, avowal earlier in the day of 22-05-25 at 11:50 insisted: "The system information report shows there are no malicious items"! Compelling complaint escalation to the attention Data Protection Officer on 27-05-25 at 14:47. Still, internet interruptions persisted on the following day at 11:54, 11:58, 11:59, 12:00, 12:01, 12:02, 12:04. During internet session between 11:32 - 13:11 on 28-05-25. Then finally halleluiah, no log-in disruptions on 29-05-25, 30-05-25, 31-05-25 - followed by the peaceful internet sessions. Hopefully, as a precursor to the secure internet surfing, once my Latitude E5540 (Win 7 Pro), being thoroughly sanitised. Cautiously optimistic Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Sun 1 Jun 2025 4:03 PM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Hello Leo24, Thank you for your response. The email that you received, "We have not heard back from you. If the issue remains unresolved, please reply to this email", was an auto-generated follow-up email. We apologize for any inconvenience caused and acknowledge your remarks on this. Customer satisfaction being our priority, you may be assured that Kaspersky will always be dedicated to improving the quality of products and services offered to all our customers. Now that your internet issues are clear, would you like us to close this ticket? We're happy to keep it open if you anticipate any additional questions. If you have any further questions, please do not hesitate to contact us. Have a great day! Eric || Customer Support Representative ######################################################### From: (Leo24) Sent: Tue 3 Jun 2025 4:36 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Eric wrote: "Now that your internet issues are clear, would you like us to close this ticket"? • As a matter of fact, saboteur inflicted ordeal with impunity since the Oct 2024, abated. Courtesy of the Data Protection Officer intervention! Solely a single internet interruption occurred at 12:42 on 02-06-25, between 8:31 - 13:09 (momentarily as before). So it will take some time to ascertain the cessation of the torment. Cautiously optimistic Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Wed 4 Jun 2025 4:49 PM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Hello, Thank you for the reply. We appreciate you updating us on the issue. We're glad to hear that the internet interruptions have significantly decreased and that you're now experiencing more stable internet sessions. We understand your concern to continue monitoring the situation to ensure the issue has fully resolved. Please let us know if the interruptions recur or if you have any additional questions. Just wanted to let you know that your case status will be set to pending until we receive your update or if you need any further assistance. If we do not receive any response from you within 7 days, an automated email will be sent. If there's still no response by the 15th day, the case will be closed. Thank you and have a great day! Best regards, Rinitha || Customer Service Representative ######################################################### From: (Leo24) Sent: Fri 6 Jun 2025 4:34 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Rinitha wrote: "We're glad to hear that the internet interruptions have significantly decreased and that you're now experiencing more stable internet sessions". • Saboteur interrupted internet, exacerbated on 03-06-25 in the evening, during 19:24 - 21:18 period. MS Edge alerts didn't popup any longer, sabotaged likely. So precise timings of the momentarily tripped internet, couldn't be ascertained. Meanwhile, Google Chrome became inaccessible! Solely a message at the upper left corner of the blank page claimed: "Our systems have detected unusual traffic from your computer network. This page checks to see if it's really you sending the requests, and not a robot". Thus compelling to identify some features on several images within the verifications charade. Declined by me, as no impediments faced at the other browsers. At the end of my internet session, just as I was about to determine data usage by clicking on the "Wireless Network Connection Status" of my Latitude E5540 (Win 7 Pro), I couldn't ascertain the amount of the evolved (in/out) figures, as they reverted to zero. Due to the sadistic saboteur internet interruption at 21:18 on 03-06-25. Worse faired internet session on 05-06-25, during 11:31 - 16:36 period. So we're back to square one, all over again! Clearly, I was taken for a ride on the wild goose chase! No serious attempt was made to resolve the issue. Care to explain, how could a saboteur inflict the ordeal with impunity since Oct 2024? To the detriment of my Latitude E5540 (Win 7 Pro) reliability, besides the torment endured by me. Whilst the targeted internet interruptions cropped-up at will of the imbedded saboteur, virtually breathing down-my-neck. Warranting resolute action to be taken! Mind you, it's a litmus test. Kaspersky's brand is at stake! In reflection on the questionable modus operandi by the IT support. Kaspersky's history and dedication to customers: "Kaspersky began with a simple mission to protect people and businesses from cyberthreats and build a safer world. Our founder, Eugene Kaspersky, believes 'everyone has the right to be free of cybersecurity fears'! And it is this belief that underpins our efforts as a company". Disenchanted Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Sat 7 Jun 2025 1:39 PM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Hello Leo24, Thank you for your email. Before we can propose solution or a workaround to the issue you are experiencing, we would need your assistance to share some additional data for further analysis. 1. Open the main Kaspersky application window. 2. Click Customer Service icon in the lower right part of the window. This opens the Customer Service window. 3. Click the Problem recording link to open the Problem recording window. 4. Select the error category: Other. 5. Make sure that Record the screen is checked. If the Record the Screen option is not cheked, clicking the Start recording button only creates a trace file. 6. Click Start recording. The recording indicator is displayed in the upper part of the screen. 7. Reboot the computer. 8. Wait for the "Recording" indicator to appear on the top of your screen and proceed to reproduce the issue. 9. Click on Stop and Save. Recording is stopped and saved in an archive on Desktop. 10. Click Go to archive. This opens an Explorer window at the location of the ZIP archive. The archive contains a screen recording (if it was performed) and traces. 11. Copy the Traces File (SupportTraces-Kaspersky -21.XX....zip) from the Desktop to the Documents folder or any other folder of your choice. 12. Please send the Traces archive to us. Thank you and have a great day. Kind regards, Darwin | Customer Support Representative ######################################################### From: (Leo24) Sent: Wed 11 Jun 2025 1:18 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Darwin wrote: "Copy the Traces File (SupportTraces-Kaspersky -21.XX....zip) from the Desktop to the Documents folder or any other folder of your choice. Please send the Traces archive to us". • Having created ... SupportTraces-Kaspersky Standard-21.21.7.384-2025-6-11-12-24-11.zip ... as instructed. Upload failed to KL box ..".Network error"... So, having attempted to attach it herewith. Only to face: "You don't have permission to open this file". Hence I am seeking advice regarding prescribed mode of transfer. Disenchanted Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Thu, 12 Jun 2025 11:45 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Thank you for your reply. You can try to upload them to any freeware file-hosting (DropBox / Filedropper / Google Drive for example) service and send us the download link. If there's any error message or a warning of any kind, please take a screenshot of it and send it to us so we could better understand and identify the issue at hand. In case you need help with that, here's a handy guide about taking screenshots: http://support.kaspersky.com/us/492?cid=pe Thank you and have a nice day! Fawwaz || Customer Service Representative ######################################################### From: (Leo24) Sent: Thu 12 Jun 2025 2:32 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Fawwaz wrote: "You can try to upload them to any freeware file-hosting (DropBox / Filedropper / Google Drive for example) service and send us the download link". • Wait a minute, wouldn't it be a rather reckless to recommend for the customer to share such a private info ... SupportTraces-Kaspersky Standard-21.21.7.384-2025-6-11-12-24-11.zip ... (restricted to be open only by the Administrator) ... with the third parties willy-nilly? I don't think so. Therefore, there seems to be no other safe mode of transfer, than to upload it to the Kaspersky's secure internal storage. Terribly letdown Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Fri, 13 Jun 2025 3:03 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Greetings, We are sorry for any inconvenience caused. You can upload the data to trusted cloud storage like Google Drive, OneDrive, Dropbox and etc, since they are trusted. We shall check on the Kaspersky storage issue but we would need a screenshot of the error so we can check further. Best regards. Tines || Customer Service Representative ######################################################### From: (Leo24) Sent: Fri 13 Jun 2025 2:17 PM To: Kaspersky Lab Support Subject: Malicious internet dropouts Tines wrote: "We shall check on the Kaspersky storage issue but we would need a screenshot of the error so we can check further". • Please be informed that the requested ProductTraces folder was uploaded to the KLBox ... https://box.kaspersky.com/u/d/52ce937b4dec475ab82c ... with the professional assistance! Kaspersky Upload files to INC000017508101 shared by: File size should be smaller than 10.2 GB. Drag and drop files or folders here. No file chosen All files uploaded 1/1 Files name size progress state SupportTraces-Kaspersky Standard-21.21.7.384-2025-6-11-12-24-11 - Copy.zip 1.2 G Uploaded 13:40 13-Jun-25 ######################################################### From: Kaspersky Lab Support Sent: Fri 13 Jun 2025 9:49 PM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Dear Leo24, Thank you for providing the requested information. We've forwarded your inquiry to our experts and will contact you as soon as they respond. Thank you, and have a nice day! Ali || Customer Service Representative ######################################################### From: Kaspersky Lab Support Sent: Tue 17 Jun 2025 3:47 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Hello Leo24, Thank you for your patience throughout this time. Our experts have just replied to us and they're asking if you could help us in getting some additional information? Please clarify the issue. Is it: 1) PC slow performance? 2) Internet speed slower with Kaspersky? 3) Internet speed OK but sometimes internet drops for a while? In this case, how often? For how long? Does the issue related to Kaspersky? 4) Do you suspect your PC is infected? 5) In the provided traces, it shows 40+ minutes of you surfing the internet. What is system time on video when the issue appears? We look forward to hear from you. Thank you and best regards, Isha | Customer Service Representative ######################################################### From: (Leo24) Sent: Sat 21 Jun 2025 11:03 AM To: Kaspersky Lab Support Subject: Malicious internet dropouts Isha wrote on 17-06-25: "Our experts have just replied to us"... in response to the uploaded data for further analysis on 13-06-25 ... SupportTraces-Kaspersky Standard-21.21.7.384-2025-6-11-12-24-11 - Copy.zip • Yet the results were not revealed. Instead ..".they're asking if you could help us in getting some additional information"? 1) "PC slow performance"? • Facts speak for themselves as my Latitude E5540 (Intel Core i5-4310U at 2.60 gHz) uploaded 1.2 GB ProductTraces folder to the KL box in 10 minutes. Flawless transfer ended at 13:40 on 13-06-25. Within the internet session, which started before noon and finished at 14:22 (unmonitored on the day). 2) "Internet speed slower with Kaspersky"? • Likely, please provide info - how to uncouple and verify. Currently signal quality: 5 bars. Speed: 72.2 Mbps. As per (Win 7 Pro) wireless network connection status display. 3) "Internet speed OK but sometimes internet drops for a while? In this case, how often? For how long? Does the issue related to Kaspersky"? • Actually, it's impossible to become aware of, without the dedicated device! Due to the momentarily triggered internet interruptions. Mostly occurring within the fraction of a second. Audible alert would help. Any tips? 4) "Do you suspect your PC is infected"? • Well, according to Ali's advice given on Fri, 9 May 2025: "If you have run a full scan and had Kaspersky installed on the device since Oct 2024, it is doubtful that this is caused by anything malicious". 5) "In the provided traces, it shows 40+ minutes of you surfing the internet. What is system time on video when the issue appears"? • To be precise, four hours recording of surfing the internet, derived during 9:27 - 13:33 period on 11-06-25. Depicted within the 1.2 GB ProductTraces folder. Reprehensibly, the four hours internet session was interrupted eleven times, at: 9:38, 9:41, 10:01, 10:04, 10:05, 10:07, 10:28, 10:29, 10:39, 11:24, 13:26. "We look forward to hear from you"! • Likewise, I am eager to hear from you! All about the facts derived from your lengthy investigation into reprehensible deeds - carried out to the detriment of my lappy's reliability - besides the torment inflicted on me. Whilst the malicious internet interruptions cropped-up at will of the imbedded saboteur, virtually breathing down-my-neck. Symbolising a significant indicator that my lappy's reliability was compromised. Terribly letdown Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Sun 22 Jun 2025 5:09 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Hello, We've forwarded your inquiry to our experts, we will get back to you as soon as we hear from them. Thank you and have a nice day! Best regards. Tines || Customer Service Representative ######################################################### From: Kaspersky Lab Support Sent: Wed, 25 Jun 2025 1:42 AM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, I appreciate the patience you have shown. I apologize for my late response. Our Escalation Team have just replied to us with the latest update. Put the following files into password password-protected zip archive and send to us >>> F:\mb-clean-3.1.0.1035.exe D:\setup.EXE C:\Users\Owner\Downloads\PC_Connect3.2.64.01131_release.exe C:\Windows\system32\Tasks\{3D22ECEA-BF69-4F06-ACAE-BC5C0FE5B693} C:\Windows\system32\Tasks\{9D39F01C-87E4-49F7-95F6-C1A9694CBE8C} C:\Windows\system32\Tasks\{FB37A077-D95A-425D-98D4-1A15A0F9BC1D} Please use a third party file archiver such as 7zip (free) or WinRAR (free trial) to create a password protected archive. Select all the files you want to add to the archive, then right-click on one of them, select the name of your file archiver from the menu that appears and then click on "Add to archive". In the options menu that appears, under "Encryption" or "Set Password", enter the password you want to use, and then confirm it. For more help with the usage of these file archiving programs, please consult their respective documentation/online support. Thank you for choosing Kaspersky and have a great day ahead. Tines || Customer Service Representative ######################################################### From: (Leo24) Sent: Mon 30 Jun 2025 10:06 AM To: Kaspersky Lab Support Subject: Malicious internet dropouts Attention customer service representatives! Due to the latest inexplicable demands emailed on 25-06-25, vital to recap the chain of events: Fawwaz announced on 14-05-25: "In order to keep track of the changes performed on your system, we ask you to provide us a new Getsysteminfo report, using the same instructions we sent you previously". Leo replied on 19-05-25: Having created ... GSI6_USERPC_Owner_05_16_2025_18_21_00.zip ... as instructed, I am seeking advice about the prescribed mode of transfer. Rinitha instructed on 20-05-25: You can ... upload it to our secure internal storage using the following link: https://box.kaspersky.com/u/d/52ce937b4dec475ab82c Leo replied on 21-05-25: Hi Rinitha, please proceed to examine ... GSI6_USERPC_Owner_05_21_2025_10_05_56.zip ... uploaded as recommended at ... https://box.kaspersky.com/u/d/52ce937b4dec475ab82c Leo notified on 21-05-25: Unfortunately, network connection status indicator at the notifications bar at the bottom, isn't supplemented by the "internet down" popup on the screen! So in addition to the ruthless email log-in impediment via treacherous verifications ploy, the accompanied internet interruptions compounded torment moreover. With the case in point, the interruptions manifested at least four times on 19-05-25 between 16:18 - 17:48. Ray declared on 22-05-25 at 11:50: "The system information report shows there are no malicious items". Leo appealed on 27-05-25 to Data Protection Officer, concerning: Saboteur inflicted ordeal with impunity. Leo appealed on 31-05-25 to the customer service representatives: Chor, Ali, Fawwaz, Rinitha, Ray ... email log-in impediments were ratchet-up via sadistic verifications charade. Synchronised in unison with the accompanying internet interruptions. Culminating in a futile log-in exertion on 22-05-25, due to the abrogated access to the hotmail accounts this time around. Whilst the bogus "Microsoft Homepage" announced: "We are currently experiencing high demand. Please wait and try again later". Amazingly, Ray's avowal earlier in the day insisted: "The system information report shows there are no malicious items"! Compelling complaint escalation to the attention Data Protection Officer on 27-05-25. Still, internet interruptions persisted on the following day, at: 11:54, 11:58, 11:59, 12:00, 12:01, 12:02, 12:04. During internet session on 28-05-25, between 11:32 - 13:11. Leo notified on 06-06-25: Saboteur interrupted internet, exacerbated on 03-06-25 in the evening, during 19:24 - 21:18. MS Edge alerts didn't popup any longer, sabotaged likely. So precise timings of the momentarily tripped internet, couldn't be ascertained. Meanwhile, Google Chrome became inaccessible. Though, no impediment faced at the other browsers. At the end of internet session, just as I was about to determine the data usage by clicking on the "Wireless Network Connection Status" of my lappy, I couldn't ascertain the amount, as it reverted to zero. Due to the sadistic saboteur internet interruption on 03-06-25 at 21:18. Worse faired my internet session next day, during 11:31 - 16:36 on 05-06-25. Darwin announced on 07-06-25 at 13:39: "Before we can propose solution or a workaround to the issue you are experiencing, we would need your assistance to share some additional data for further analysis". Leo replied on 11-06-25: Having created ... SupportTraces-Kaspersky Standard-21.21.7.384-2025-6-11-12-24-11.zip ... as instructed. Upload failed at the KL box ... Hence I am seeking advice regarding prescribed mode of transfer. Fawwaz instructed on 12-06-25 at 11:45: "You can try to upload them to any freeware file-hosting (DropBox / Filedropper / Google Drive for example) service and send us the download link". Leo replied on 12-06-25 at 14:32: Wait a minute, wouldn't it be a rather reckless to recommend for the customer to share such a private info with the third parties willy-nilly? I don't think so. Therefore, there seems to be no other safe mode of transfer, than to upload it to the Kaspersky's secure internal storage. Tines persevered on 13-06-25 at 03:03: "We shall check on the Kaspersky storage issue but we would need a screenshot of the error so we can check further" (in reality, the encrypted ProductTraces folder, required professional tweak, before the upload its 2.1 GB copy). Consequently, Leo confirmed on 13-06-25 at 14:17: Please be informed that the requested ProductTraces folder was uploaded flawlessly on 13-06-25 at 13:40 to the KLBox ... https://box.kaspersky.com/u/d/52ce937b4dec475ab82c ... with the professional assistance! Ali replied on 13-06-25 at 21:49: Thank you for providing the requested information. We've forwarded your inquiry to our experts and will contact you as soon as they respond. Isha persevered on 17-06-25: "Our experts have just replied to us and they're asking if you could help us in getting some additional information". Consequently, Leo replied on 21-06-25 to all the raised questions: 1) "PC slow performance"? • Facts speak for themselves as my Latitude E5540 (Intel Core i5-4310U at 2.60 gHz) uploaded 1.2 GB ProductTraces folder to the KL box in 10 minutes. Flawless transfer ended on 13-06-25 at 13:40. Within the internet session, which started before noon and finished at 14:22 (unmonitored on the day). 2) "Internet speed slower with Kaspersky"? • Likely, please provide info - how to uncouple and verify. Currently signal quality: 5 bars. Speed: 72.2 - 300 Mbps. As per (Win 7 Pro) wireless network connection status display. 3) "Internet speed OK but sometimes internet drops for a while? In this case, how often? For how long? Does the issue related to Kaspersky"? • Actually, it's impossible to become aware of, without the dedicated device! Due to the momentarily triggered internet interruptions. Mostly occurring within the fraction of a second. Audible alert would help. Any tips? 4) "Do you suspect your PC is infected"? • Well, according to Ali's advice given on Fri, 9 May 2025: "If you have run a full scan and had Kaspersky installed on the device since Oct 2024, it is doubtful that this is caused by anything malicious". 5) "In the provided traces, it shows 40+ minutes of you surfing the internet. What is system time on video when the issue appears"? • To be precise, four hours recording of surfing the internet, derived on 11-06-25 during 9:27 - 13:33. Depicted within the 1.2 GB ProductTraces folder. Reprehensibly, the four hours internet session was interrupted eleven times, at: 9:38, 9:41, 10:01, 10:04, 10:05, 10:07, 10:28, 10:29, 10:39, 11:24, 13:26. "We look forward to hear from you"! • Likewise, I am eager to hear from you! All about the facts derived from your lengthy investigation into reprehensible deeds - carried out to the detriment of my lappy's reliability - besides the torment inflicted on me. Whilst the malicious internet interruptions cropped-up at will of the imbedded saboteur, virtually breathing down-my-neck. Symbolising a significant indicator that my lappy's reliability was compromised. Next day, Tines replied on 22-06-25: "Hello, we've forwarded your inquiry to our experts, we will get back to you as soon as we hear from them". Oddly though topic's title: Malicious internet dropouts, gone from the subject line, beset by "Kaspersky Technical Support - ID INC000017508101". A few days later, Tines persevered on 25-06-25: "I appreciate the patience you have shown. I apologize for my late response. Our Escalation Team have just replied to us with the latest update. Put the following files into password-protected zip archive and send to us". • Are you serious? Any idea, what it's all about? Have a go, enlighten me! Yet an another attempt to derail the inquiry? Lacking interim finding, whatsoever. No result of the analysis by experts ever revealed. Whist the depicted facts in my emails were ignored entirely. In spite of the answered all the requests in the received emails. Copies of which, remained always beneath my replies, in a prescribed manner. Sadly, disrupted by the customer service representatives detached emails. How to continue an email thread? Continuing an email thread refers to the practice of replying to an existing email message while keeping the previous conversation intact. This method allows for a seamless flow of communication, as it keeps all related information in one consolidated thread. By utilizing the appropriate email etiquette, individuals can effectively continue an email thread while adding new information, addressing queries, or providing updates. When continuing an email thread, it is crucial to follow a few best practices: Firstly, it is essential to maintain the subject line of the email, as this provides context to all recipients and helps them identify the ongoing conversation. Ideally, the subject line should be concise, relevant, and accurately reflect the content of the email. Furthermore, when continuing an email thread, it is crucial to address all points raised in the previous email. This ensures that the conversation progresses smoothly and that no important aspects are overlooked. By systematically addressing each point, recipients can easily follow the discussion and provide appropriate responses ... https://www.usebouncer.com/knowledge-base/how-to-continue-an-email-thread Terribly letdown Leo24 https://forum.kaspersky.com/topic/kernel32dll-51818/#comments ######################################################### From: Kaspersky Lab Support Sent: Mon 30/06/2025 10:07 PM To: You (Leo24) Subject: Malicious internet dropouts Dear customer, Dear Leo24, Sorry for any inconvenience caused. The trace logs show 40+ minutes of you surfing the internet; everything seems normal. Our experts requested the files to investigate your concerns about something malicious causing the network drop-out issue. Again, to recap, please provide the following in a password-protected archive: F:\mb-clean-3.1.0.1035.exe D:\setup.EXE C:\Users\Owner\Downloads\PC_Connect3.2.64.01131_release.exe C:\Windows\system32\Tasks\{3D22ECEA-BF69-4F06-ACAE-BC5C0FE5B693} C:\Windows\system32\Tasks\{9D39F01C-87E4-49F7-95F6-C1A9694CBE8C} C:\Windows\system32\Tasks\{FB37A077-D95A-425D-98D4-1A15A0F9BC1D} Password suggestion: infected. We are looking forward to hearing from you. Don't hesitate to contact us for any assistance. Ali || Customer Service Representative To reply to this request, you can simply reply to this e-mail leaving the subject line unchanged. If we do not receive a response from you within 7 days, your request will be considered resolved by our system. If you would like us to leave your request open, you can simply let us know by replying to this e-mail or sending a new reply through My Kaspersky. We have obtained your personal data from you directly. The provided data will only be used for the provision of technical support and will be processed and protected in accordance with Kaspersky Data Privacy Statement for technical support. Should you have any questions about Kaspersky privacy practices or if you would like us to update information or preferences you provided to us, please contact our Data Protection Officer. AO Kaspersky Lab, bldg. 3, 39A, Leningradskoe Shosse, Moscow, 125212, Russian Federation. The representative of AO Kaspersky Lab in EU is Kaspersky Labs GmbH, Schloßlände 26, 85049 Ingolstadt, Germany.

Bonsoir, j'ai aussi perdu la fonction double VPN depuis la dernière update ... Une solution du support Kaspersky ? Merci

You mean update of the product version, databases, the game version, or smth else?

no worries, tl;dr means too long; don't read, basically means in summary. party at montreal eh 🥳 i live aboot in canada ontario ^ ^ yup the INC is open, and remains as the last update i mentioned (the devs have my data) but no confirmation on progress since Nov 26 when they said they would keep me posted. Im not expecting any more updates. i'm glad the data got to devs. I just keep posting updates in case the devs need awareness of how things are actually going client side. 🫡

Hello @User23837, Thank you for the update! Just to clarify the context 'tl;dr' is? We also noticed Montreal was back! May we know (your) actual physical location please? Do (you) still have an *open* INC with Kaspersky? Thank you🙏 Flood🐳+🐋

No new update or fix , yet !!!!!!!!!!

However, the problem isn't the rules, but the fact that the Kaspersky app doesn't keep the rules; it removes them with every update.

tl;dr same problems new vpn version 21.23.6.614-2 (a) had a secutiry update for windows (KB5007651) and my pc restarted. again while connected to the vpn youtube loads and plays videos but then the connection weakens then drops resulting in needing to refresh the page. dnsleaktest.com is still not found. selecting fastest server puts me across the world at bangladesh. 🙃 Im glad to see they have the Montreal server back at least. 🙂

Recent update to the app, all the usual nonsense with the recent merger with PureVPN (fewer servers, rubbish speed) That I can just about live with but now the entire VPN facility on my phone has vanished. Tried installing the standalone VPN app and it tells me it's included in the main app. Not anymore apparently. Seriously unhappy here and unlikely to renew my long-standing licence at this point.

Hello @Laughingly, Welcome! Which Kaspersky *version* is installed? Which *region* are you in? Read & follow Update to the Latest Version for Smooth VPN Performance, do a *clean* install using the link available from: Android, IF the issues persist, log a request with Kaspersky Customer Service, select Email & fill in the template as follows, note provide a *detailed-history* please: *Note - do not use the AI-Bot to submit the case* Thank you🙏 Flood🐳+🐋

I already did that. I started experiencing this problem after the update. I can't access a site I was able to access this morning. I think the connection is unstable.

Hi @Longlife, es kommt immer auf den Support an, der Dich "bedient". Der deutsche Support hat längst nicht die enge Verbindung zu den Entwicklern wie ihn der russische hat. Hat der deutsche Support noch keine Lösung aus Moskau erhalten, werden die üblichen Schritte wie z. B. das Log-Sammeln abgearbeitet. Inzwischen gibt es aber eine kleine Hoffnung: erste User berichten von Verbesserungen beim Verbinden des VPNs. Ob durch Neuinstallation oder per Update ist mir noch nicht ganz klar. Kannst ja mal Versuche starten.

My real location is Belgium and since the update there are no issues with using any VPN virtual location on Windows and iPhone 🤔 ???

Update, it's even slower now according to speedtest.net 😞

Any update on this VPN issues?

Bei mir sind genau die gleichen Probleme nur noch zum abkotzen. Jetzt habe ich Kaspersky Security VPN schon zweimal neu raufgezogen neu eingestellt aber trotzdem es funktioniert nichts mehr die letzte Scheiße das letzte Update.

Hello, KES for Windows Policy->Application Settings->Security Controls->Device Control->Settings->Trusted Devices-> empty page No change after update - KSC for linux from 15.4 to 16 and KES for win from 12.10 to 12.11 Only one policy have this issue, browser console shows an error: Uncaught (in promise) Type Error: can`t access property "login", e[0] is undefined. Thank you, Best Regards!

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🐳+🐋