Hi - I'm not quite sure how to word this or even if I have titled it correctly so will try my best to describe the issue.

I'm using MS Edge and Mac OS 15.3 now but had the same issue with my older versions. Have also tried other browsers and had the same issue.

When trying to access a website through the link provided by Virgin Red to earn my reward, all I get is a black screen with no error message. This happens no matter which website I am trying to reach. The only way I can get through is by turning off my Kaspersky protection - going in and then switching it on again which is very frustrating.

I also have Kaspersky on my Android mobile and have no problem reaching what I want on there.

Can anyone help?

8 hours ago, NeilsMum said:

Hi - I'm not quite sure how to word this or even if I have titled it correctly so will try my best to describe the issue.

I'm using MS Edge and Mac OS 15.3 now but had the same issue with my older versions. Have also tried other browsers and had the same issue.

When trying to access a website through the link provided by Virgin Red to earn my reward, all I get is a black screen with no error message. This happens no matter which website I am trying to reach. The only way I can get through is by turning off my Kaspersky protection - going in and then switching it on again which is very frustrating.

I also have Kaspersky on my Android mobile and have no problem reaching what I want on there.

Hi @NeilsMum, 

Welcome & don't worry, the way (you've) described the issue is perfectly clear! Thank you!

1. Kaspersky Total Security is Kaspersky's *old* software, please check & tell us the full name & version of the installed Kaspersky software, this guide may help: How to find the name and the version number of a Kaspersky application? 
2. (For our understanding) the black screen issue happens with Virgin Red OR with *all* secure websites? 
3. Do (you) live in the United States? IF 'yes', please read: Guide on Kaspersky software availability in the United States.

Please post back? 

Thank you?
Flood?+?

Hi - thanks for this - the version is Kaspersky Plus 25.0.0.332a.b.c.d.e

So far it has only happened with Virgin Red

I am in the UK

Just FYI I also use a VPN but it happens even if I turn off the VPN.

6 minutes ago, NeilsMum said:

Hi - thanks for this - the version is Kaspersky Plus 25.0.0.332a.b.c.d.e

So far it has only happened with Virgin Red

I am in the UK

Just FYI I also use a VPN but it happens even if I turn off the VPN.

Hello @NeilsMum, 

You're most welcome!

Thank you for the information!

1. Just to be absolutely certain - when Kaspersky Plus was first installed, all permissions in the Essential Protection window were applied, please refer to this guide: Grant permissions? 
2. IF the Virgin Red issue has existed with previous versions we'd recommend reaching out to Kaspersky Customer Service -  https://support.kaspersky.com/b2c#contacts - select either Email or Chat, then fill in the template as shown; include a *detailed history*; Support may request logs & other data; they will guide you.
3. *Also* -> IF using Chat - *before* ending the chat -> ask the operator to email (you) a copy of the chat transcript - otherwise (you'll) have no record of the chat*    

Please share the outcome with the Community, when it's available?  

Thank you?
Flood?+?

I will - thanks