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ASUS's program cannot load when KIS latest database update

Na Maew

By Na Maew
in Kaspersky Internet Security

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Na Maew

Na Maew

Posted
Posted

After update the KIS database yesterday My ASUS Program can't load on start up.
- AI Suite 3 not load. it show in this photo and I try to uninstall or re install but cannot. it show AsIO3.sys error. Try to setup new windows it work but when I install KIS and update the latest update it still have problem. I uninstall the KIS the AI Suite 3 it can work, load on start up no error.
- Armoury Crate can not found motherboard. sometime it show the device menu but when I click it look like not responding and Aura Sync menu cannot found the motherboard. I try to uninstall and reinstall but not work but when I uninstall KIS the Armoury Crate found my motherboard and found in Aura Sync menu.

AISuite3.png

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Mikhail Shakhov
Mikhail Shakhov

Hello, the fix has been published only on our test servers. We need to test it within few days to make sure, that it works properly and does not bring new problems(worse than improperly work of A

Igor Kurzin
Igor Kurzin

Dear all, the fix has been published, please update databases and restart PC to apply the fix. 

Danila T.
Danila T.

Hi! The cause has been found and fixed. The fix will be available to all users shortly. It will be delivered via a database update

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Mzyx28

Mzyx28

Posted
Posted

Similar story here with Asus Aura. Before installing Kaspersky (had just rebuilt OS) Asus Aura (from within armory crate) can detected my video card, motherboard and case LEDS.

After I install Kaspersky, it only finds the video card, leaving me unable to to turn off or adjust the lights. Hopefully they address the issue shortly. 

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iNeoTroniC

iNeoTroniC

Posted
Posted

Same here... Reinstalled Windows 10 because I thought the latest windows updates caused the problem...

Armory crate doen't work properly, AI Suite doesn't launch at all (ASUS Com Service constantly crashing)...

Only disabling KIS doen't help, but completely uninstalling KIS resolves all issues...

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pal9000

pal9000

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I can absolutely confirm there is a conflict between kaspersky total security and armoury crate.  Only completely uninstalling kaspersky allows armoury crate to detect my motherboard.  When installed it only detects the graphics card and memory.  This is nonsense.  Pretty sure 99% of us are going to want to control our RGB lighting and look for AV software elsewhere...  

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bjornen80

bjornen80

Posted
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I have the same exact issue, started yesterday. Kaspersky Internet Secutiry. Armoury Crate started to behave weird, no possibility su control fans. And AI Suite 3 gave the same error messages at startup and refuses to start up when manually retrying.

You really need to fix this right away.

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paul75

paul75

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I also confirm the conflict wits KIS. I uninstalled the antivirus and Ai suite starts working again. 

It is frutrating.  I spend two days to find this the error. I uninstalled KIS and now I am unprotected.  Please fix this issue. 

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thiagoramos

thiagoramos

Posted
Posted
16 hours ago, pal9000 said:

I can absolutely confirm there is a conflict between kaspersky total security and armoury crate.  Only completely uninstalling kaspersky allows armoury crate to detect my motherboard.  When installed it only detects the graphics card and memory.  This is nonsense.  Pretty sure 99% of us are going to want to control our RGB lighting and look for AV software elsewhere...  

it's true. i have the same problem. when kaspersky internet security is intalled in my pc armory crate only detects the graphics card and memory, not detect my motherboard.

help...!!!

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Villaco

Villaco

Posted
Posted

Same here:

Spoiler

Report.wer:

Version=1
EventType=APPCRASH
EventTime=133007006047273271
ReportType=2
Consent=1
UploadTime=133007006048835386
ReportStatus=268435456
ReportIdentifier=d6c40a21-b4d9-458d-8a1e-946a0ddea9b6
IntegratorReportIdentifier=f4fadabb-d4e0-410b-91b3-9d08a366c3f0
Wow64Host=34404
Wow64Guest=332
NsAppName=atkexComSvc.exe
OriginalFilename=atkexComSvc.exe
AppSessionGuid=00001160-0000-000a-9761-bcd32a89d801
TargetAppId=W:00066db235f768e5c2357ca6523f704c35d700000904!000055ae8f105af415bb763d1b87f6572f078052877c!atkexComSvc.exe
TargetAppVer=2021//10//01:06:28:06!7337a!atkexComSvc.exe
BootId=4294967295
ServiceSplit=52756480
TargetAsId=77
IsFatal=1
EtwNonCollectReason=1
Response.BucketId=a55e71db6edf86ee5868b41782b7845d
Response.BucketTable=1
Response.LegacyBucketId=1758853667558491229
Response.type=4
Sig[0].Name=Anwendungsname
Sig[0].Value=atkexComSvc.exe
Sig[1].Name=Anwendungsversion
Sig[1].Value=1.0.0.1
Sig[2].Name=Anwendungszeitstempel
Sig[2].Value=6156aa76
Sig[3].Name=Fehlermodulname
Sig[3].Value=atkexComSvc.exe
Sig[4].Name=Fehlermodulversion
Sig[4].Value=1.0.0.1
Sig[5].Name=Fehlermodulzeitstempel
Sig[5].Value=6156aa76
Sig[6].Name=Ausnahmecode
Sig[6].Value=c0000005
Sig[7].Name=Ausnahmeoffset
Sig[7].Value=0001eab0
DynamicSig[1].Name=Betriebsystemversion
DynamicSig[1].Value=10.0.19044.2.0.0.256.48
DynamicSig[2].Name=Gebietsschema-ID
DynamicSig[2].Value=1031
DynamicSig[22].Name=Zusatzinformation 1
DynamicSig[22].Value=2beb
DynamicSig[23].Name=Zusatzinformation 2
DynamicSig[23].Value=2beba6fb4680d73a8c78ca7c24ccdb46
DynamicSig[24].Name=Zusatzinformation 3
DynamicSig[24].Value=5411
DynamicSig[25].Name=Zusatzinformation 4
DynamicSig[25].Value=5411eed1b9fea05d863ee2932a2ea973
UI[2]=C:\Program Files (x86)\ASUS\AXSP\4.02.12\atkexComSvc.exe
UI[5]=Schließen
UI[8]=ASUS Com Service wurde beendet und geschlossen.
UI[9]=Die Anwendung wird aufgrund eines Problems nicht mehr richtig ausgeführt. Sie erhalten Nachricht, wenn eine Lösung verfügbar ist.
UI[10]=S&chließen
LoadedModule[0]=C:\Program Files (x86)\ASUS\AXSP\4.02.12\atkexComSvc.exe
LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\WINDOWS\System32\KERNEL32.DLL
LoadedModule[3]=C:\WINDOWS\System32\KERNELBASE.dll
LoadedModule[4]=C:\WINDOWS\System32\USER32.dll
LoadedModule[5]=C:\WINDOWS\System32\win32u.dll
LoadedModule[6]=C:\WINDOWS\System32\GDI32.dll
LoadedModule[7]=C:\WINDOWS\System32\gdi32full.dll
LoadedModule[8]=C:\WINDOWS\System32\msvcp_win.dll
LoadedModule[9]=C:\WINDOWS\System32\ucrtbase.dll
LoadedModule[10]=C:\WINDOWS\System32\ADVAPI32.dll
LoadedModule[11]=C:\WINDOWS\System32\msvcrt.dll
LoadedModule[12]=C:\WINDOWS\System32\sechost.dll
LoadedModule[13]=C:\Program Files (x86)\ASUS\AXSP\4.02.12\ATKEX.dll
LoadedModule[14]=C:\WINDOWS\System32\RPCRT4.dll
LoadedModule[15]=C:\WINDOWS\System32\ole32.dll
LoadedModule[16]=C:\WINDOWS\System32\combase.dll
LoadedModule[17]=C:\WINDOWS\System32\OLEAUT32.dll
LoadedModule[18]=C:\WINDOWS\System32\SHLWAPI.dll
LoadedModule[19]=C:\WINDOWS\SYSTEM32\WINMM.dll
LoadedModule[20]=C:\Program Files (x86)\ASUS\AXSP\4.02.12\ASUS_WMI.dll
LoadedModule[21]=C:\WINDOWS\SYSTEM32\kernel.appcore.dll
LoadedModule[22]=C:\WINDOWS\System32\bcryptPrimitives.dll
LoadedModule[23]=C:\WINDOWS\System32\clbcatq.dll
LoadedModule[24]=C:\WINDOWS\system32\wbem\wbemprox.dll
LoadedModule[25]=C:\WINDOWS\System32\WS2_32.dll
LoadedModule[26]=C:\WINDOWS\SYSTEM32\wbemcomn.dll
LoadedModule[27]=C:\WINDOWS\system32\wbem\wbemsvc.dll
LoadedModule[28]=C:\WINDOWS\system32\wbem\fastprox.dll
LoadedModule[29]=C:\WINDOWS\SYSTEM32\amsi.dll
LoadedModule[30]=C:\WINDOWS\SYSTEM32\USERENV.dll
LoadedModule[31]=C:\WINDOWS\SYSTEM32\profapi.dll
LoadedModule[32]=E:\Program Files (x86)\Kaspersky Lab\Kaspersky Internet Security 21.0.0\antimalware_provider.dll
LoadedModule[33]=C:\Program Files (x86)\ASUS\AXSP\4.02.12\AsIO.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
OsInfo[0].Key=vermaj
OsInfo[0].Value=10
OsInfo[1].Key=vermin
OsInfo[1].Value=0
OsInfo[2].Key=verbld
OsInfo[2].Value=19044
OsInfo[3].Key=ubr
OsInfo[3].Value=1766
OsInfo[4].Key=versp
OsInfo[4].Value=0
OsInfo[5].Key=arch
OsInfo[5].Value=9
OsInfo[6].Key=lcid
OsInfo[6].Value=3079
OsInfo[7].Key=geoid
OsInfo[7].Value=94
OsInfo[8].Key=sku
OsInfo[8].Value=48
OsInfo[9].Key=domain
OsInfo[9].Value=1
OsInfo[10].Key=prodsuite
OsInfo[10].Value=256
OsInfo[11].Key=ntprodtype
OsInfo[11].Value=1
OsInfo[12].Key=platid
OsInfo[12].Value=10
OsInfo[13].Key=sr
OsInfo[13].Value=0
OsInfo[14].Key=tmsi
OsInfo[14].Value=221675583
OsInfo[15].Key=osinsty
OsInfo[15].Value=3
OsInfo[16].Key=iever
OsInfo[16].Value=11.789.19041.0-11.0.1000
OsInfo[17].Key=portos
OsInfo[17].Value=0
OsInfo[18].Key=ram
OsInfo[18].Value=65376
OsInfo[19].Key=svolsz
OsInfo[19].Value=254
OsInfo[20].Key=wimbt
OsInfo[20].Value=0
OsInfo[21].Key=blddt
OsInfo[21].Value=191206
OsInfo[22].Key=bldtm
OsInfo[22].Value=1406
OsInfo[23].Key=bldbrch
OsInfo[23].Value=vb_release
OsInfo[24].Key=bldchk
OsInfo[24].Value=0
OsInfo[25].Key=wpvermaj
OsInfo[25].Value=0
OsInfo[26].Key=wpvermin
OsInfo[26].Value=0
OsInfo[27].Key=wpbuildmaj
OsInfo[27].Value=0
OsInfo[28].Key=wpbuildmin
OsInfo[28].Value=0
OsInfo[29].Key=osver
OsInfo[29].Value=10.0.19041.1766.amd64fre.vb_release.191206-1406
OsInfo[30].Key=buildflightid
OsInfo[31].Key=edition
OsInfo[31].Value=Professional
OsInfo[32].Key=ring
OsInfo[33].Key=expid
OsInfo[34].Key=fconid
OsInfo[35].Key=containerid
OsInfo[36].Key=containertype
OsInfo[37].Key=edu
OsInfo[37].Value=0
FriendlyEventName=Nicht mehr funktionsfähig
ConsentKey=APPCRASH
AppName=ASUS Com Service
AppPath=C:\Program Files (x86)\ASUS\AXSP\4.02.12\atkexComSvc.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=C639B1DCFCBFD03D5125D58780CA20AE
MetadataHash=1052580104


 

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Prof. Dr. Mufit Toparlak

Prof. Dr. Mufit Toparlak

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Armory Crate and Aura Sync don't see my Asus Maximus XI APEX motherboard. AiSuite 3 stopped working after KB5014699 Windows Update. I haven't tried uninstalling Kaspersky Total Security 2021. People who have tried it on the forum say it's fixed. I want this problem to be investigated by you as well. I have reported this bug to Asus UK. They are also examining. I want Kaspersky to eliminate this problem if it is caused by you. Asus asked me to type sfc /scannow command via CMD to maybe fix the problem. Then it asked me to uninstall and reinstall the AiSuite 3 program. But none of these procedures worked.

AiSuite 3 atkexCom.axdata Error.png

AiSuite 3 Dipawaymode Error.png

AiSuite 3 3.00.52 Uninstaller.png

Armoury Crate-Aura Sync is not showing my Motherboard.png

CMD sfc scannow proceed.png

After CMD sfc scannow proceed.png

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AragornPT

AragornPT

Posted
Posted

The problem as nothing to do with latest windows10/11 updates.

C:\Program Files (x86)\ASUS\AXSP\4.02.12\atkexComSvc.exe ---> this service is "killed" by latest Kaspersky databases.

Other ASUS services are also affected.

The services are needed for the correct start of AI Suite, Aura Sync and Armoury Crate, so nothing from ASUS runs well with Kaspersky software installed. 

THIS IS A "MAJOR Critical Problem" and all efforts to solve this quickly should be implemented urgently. 

As I said before, the total removal of Kaspersky solves the problem. So the problem was generated from changes in Kaspersky products. It's a Kaspersky problem, not ASUS or Microsoft.

 

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