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After database update: "Using Mozilla FireFox? Install Kaspersky Protection..." and Windows search box in taskbar suddenly stopped working [Closed]

Basamaca

By Basamaca
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Basamaca

Basamaca

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Today I received the following : Recommendation "Using Mozilla FireFox? Install Kaspersky Protection extension to increase your level of protection". 

I checked in Firefox 72.0.2 and that plug-in was not present although it has already been installed and operational ever since KIS installation. I reinstalled the plug in following the KIS recommendation. To be worse after that the Windows search box in taskbar suddenly stopped working (blank area, does not produce any result on the search request).

The problem occurred at the same time on two desktop PCs and one laptop on the same location which are all running KIS 20.0.14.1085 (g). The database update has time stamp: 5.2.2020. 11:12. 

Windows 10 Pro x64 19.09, build 18363.628 on all three computers mentioned above, which receive KIS updates via Wi-Fi router. All of these machnes share the same KIS license.

Flood and Flood's wife

Flood and Flood's wife

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Hello @Basamaca,

Welcome!

  1. Did the recommendation "Using Mozilla firefox. Install Kaspersky Protection extension to increase your level of protection", come after running any KIS scans or software updates?
  2. Since installing the Kaspersky Protection extension, has each device been fully shutdown & restarted? 
  3. Has the ‘Windows search box’ not working issue happened on all 3 devices? 
  4. If Windows is run in SafeMode, does the ‘Windows search box’ work correctly? 
  5. For all 3 devices, please run a KIS software compatibility check?
  6. May we have a GSI & Windows Logs for all 3 devices please?
  7. (for each device) open KIS, select More Tools, select Reports, select Detailed Reports, select All Events, select 24hrs, select Export, export the report, save as a text (*.txt) file, 📎attach📎  the reports to your reply please?

Please post back?

Thank you🙏

Flood🐳

Basamaca

Basamaca

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  1. No, it did not come after any scans or software update. In fact the laptop was in sleep mode, as well as one of desktops. This was first noticed on the desktop during web browsing. The message "Using Mozilla firefox. Install Kaspersky Protection extension to increase your level of protection" suddenly appeared. I followed the instructions in KIS console to solve the problem. When I opened the search box to check whether the KIS plug-in was installed in Internet Explorer too, the problem was evident. Yesterday, everything worked perfectly on all three computers ?
  2. The computer on which the Kapsersky plug-in was reinstalled was nor restarted or shut down. Why should it be ? There was no restart request. The same problem emerged on the other desktop and laptop too ? However, on the other two PCs, when I clicked on search box in taskbar, it started OK and looked normal for a moment (few seconds) then suddenly reverted to black box.
  3. Yes.
  4. Have to try and soon will report.
  5. No compatibility problems with other software on any of the 3 PCs. It worked well yesterday on all of them, and no other software was installed in the mean time. None of the listed programs (https://support.kaspersky.com/15071?&_ga=2.22876219.1038600017.1580913244-217039999.1576836002#block1) is installed on any of the 3 PCs
  6. 6,7 will report.
Basamaca

Basamaca

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After entering Safe Mode and returning to Windows, the problem is gone. Everything works as it should regarding the Search box in taskbar.

6,7. Please find the requested reports and GSI files for two of the three computers. Unfortunately, at the moment I cannot interrupt the other person who is using that PC. Hope that will be enough.

GSI6_DESKTOP-J1NKN8F_borja_02_05_2020_17_42_39 is desktop PC where it was first observed.

GSI6_BASA-PC_Basa_02_05_2020_18_04_03 is the laptop (Dell Latitude E6530).

Do you have any idea what was the problem ? Why the Kaspersky plug-in in Mozilla disappeared ? Is that somehow related to the described problem with Windows search box in taskbar ?

Thank you for your assistance.

 

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