Almost 1 month of Kaspersky VPN outage - We need a real fix not patches

[Squally]

We've been experiencing the same critical issue for almost a month, during this period you managed to fix it and broke it back again with the latest update, it's affecting multiple users, devices, networks and platforms. Support keep asking for the same, switch networks, try other locations, send screenshots of the same behavior, at this point all the info you're gathering for users don't move the investigation forward and only delay escalation. This issue is reproducible, affects all sites and services, affects multiple platform and has been ongoing for weeks. That clearly indicates a backend / infrastructure / core client issue not a configuration mistake. 

We respectfully ask Kaspersky to: Acknowledge the incident publicly, an provide with a timeline for a fix or a temporary workaround or at least an official status update. Many of us rely on this service daily and right now is unusable. We are asking for transparency, escalation an a real resolution. 

[Tahmeed702]

2 hours ago, Squally said:

We've been experiencing the same critical issue for almost a month, during this period you managed to fix it and broke it back again with the latest update, it's affecting multiple users, devices, networks and platforms. Support keep asking for the same, switch networks, try other locations, send screenshots of the same behavior, at this point all the info you're gathering for users don't move the investigation forward and only delay escalation. This issue is reproducible, affects all sites and services, affects multiple platform and has been ongoing for weeks. That clearly indicates a backend / infrastructure / core client issue not a configuration mistake. 

We respectfully ask Kaspersky to: Acknowledge the incident publicly, an provide with a timeline for a fix or a temporary workaround or at least an official status update. Many of us rely on this service daily and right now is unusable. We are asking for transparency, escalation an a real resolution. 

Follow this thread: https://forum.kaspersky.com/topic/latest-update-solved-all-vpn-issues-57529/#comment-223312

Regards

Ahnaf Tahmeed

[Kyrillos.Zak]

it took very long time , i am very displeased as well

2 incidents , and they keep asking for logs and stuff , it is like customer support don't know there is an issue

[Igor Kurzin]

Good day, 

Thank you for your feedback. We understand your frustration and apologize for the ongoing disruption.

While VPN issues often appear identical (“VPN not working”), the underlying causes can vary. That’s why support may request similar diagnostics. 

The issue is under active investigation by our development and infrastructure teams. 

We appreciate your patience and understand how critical this service is for daily use.

Please also check this: 

https://support.kaspersky.com/faq/ksec-migration

[Squally]

One of the latest messages I got...  So, they are trying to offer me a downgraded version to use in the territory of the Russian Federation. What about when I'm abroad? Should I buy another VPN just because the one that they offer me now doesn't works abroad?   When this problems started on November they patched and the VPN worked well till the next update on December 12th.

Quote

 

Kaspersky Secure Connection is currently migrating to a new infrastructure. This is necessary to ensure stable service for our users. Your version of the app is designed for activation in a different region, which may cause issues connecting to the VPN in Russia.

To resolve this issue, we can provide you with a free license for Kaspersky Secure Connection specifically for Russia on a dedicated infrastructure. This version currently provides access to eight servers: Australia, the UK, Germany, Canada, the Netherlands, Russia, Singapore, and the US. Installing the VPN on a router and uploading configuration files is not yet available.

To use the Russian version, you will need to create a new account on the portal https://my.kaspersky.com/, as unfortunately, it is not possible to use two VPN licenses in a single account. If you want to use the VPN specifically and exclusively from Russia, we can simply replace the license in your My Kaspersky account with a new one, eliminating the need to create another account.

Please let us know if this solution is acceptable to you.