[Bug] Threats and Exclusions Settings

[profKWL]

I think there's a bug on latest update on Kaspersky Total Security specifically Threats and Exclusions Settings. Where I already added a folder, and it's subfolder on Exclusions. Yet, full scan still detects threats under those folders and subfolders. That Full scan still scans and detect threats on folder that's been added on Exclusions. So I ended up adding the detected threats individually even though, top folder is already present on Exclusions.

And even when they are already added individually, future scan still detect them and was able to re-add them on exclusions making a double entry…

 

 

[Berny]

@profKWL Welcome. 

Please see this interesting Topic

[profKWL]

@profKWLWelcome. 

Please see this interesting Topic

It’s similar but different. His case is he needs to run the program. Mine, is just a backup folder. Those files detected are not executed. It’s detected on Full Scan.

It’s also mentioned here that “Exceptions only work during fast and full scans, as well as when searching for rootkits.” I did Full scan (3 times), not execute what’s inside my Backup folder, but keeps on detecting the threat even when they’re on Exceptions, even when they already have duplicate entries on Exceptions.

Other than that, I can’t just delete or let KTS delete it since it’s flagged as threat. This is a backup program for PhilCris , a program used on our government specifically for Local/Municipal Civil Registrars for recording of Birth and Death Certificates. Detected threats are part of the program/suite. 

[profKWL]

I filed a ticket for this issue, Ticket INC000012925924.
They requested several files: latest scan log, kaspersky settings, traces, etc. KLTrace was about 1GB in file size and I have to upload it for several hours just to try to help solve the issue.

After sending requested files, I no longer received an email from them.
A few days later, received an email that they haven’t heard from me for a week. And that they will close my ticket if I don’t reply within 5 days.

I replied from my mobile phone at that time, saying that I already sent the requested files and I was waiting for their update, not the other way around. Sent another email from my laptop for additional info but still no reply from them.

Now, I just received an email that my ticket is closed since they don’t received further replies from me. 

I’m actually very disappointed. I don’t know if they actually received all I sent to them or not but I’m positive they should since there’s no email send fail received from my end.

I guess they received it, but pretend that they don’t to ignore my issue.

So I have to find a way to fix it myself. I transferred all of my backup files to a computer without Kaspersky installed, that way, it should be safe.

I have also experienced this on Bitdefender, was very disappointed after my backup folder, which is also added on Exclusions was deleted by Bitdefender without my consent, as It detected it as a threat. I thought security software was supposed to protect my files from viruses, but I was wrong. I didn’t get a virus yet the once that supposed to protect my files deleted my files.

Tried Kaspersky and now have this Exclusions bug where Exclusions are useless.

Sorry for my rant. I’m just very disappointed after doing all I can to help solve the issue, got ignored in the end.

[Flood and Flood's wife]

I filed a ticket for this issue, Ticket INC000012925924. Sorry for my rant. I’m just very disappointed after doing all I can to help solve the issue, got ignored in the end.

Hello @profKWL, 

Thank you for updating us. You clearly have done a lot of work! 

It sounds as if something has gone badly wrong in the support process! 

Let’s ping @Igor Kurzin, we’re sure he’ll be happy to find out what has happened...

@Igor Kurzin, please assist if you are able? 

Thank you🙏

Flood🐳 +🐋

[profKWL]

I didn’t have this issue on KTS 21.3.10.391 (b).
I did clean install Windows 10 but when I installed KTS again, new version is now 21.3.10.391 ( c ) and this issue started. There’s probably a regression from “b” to “c” version.

[Flood and Flood's wife]

I didn’t have this issue on KTS 21.3.10.391 (b).
I did clean install Windows 10 but when I installed KTS again, new version is now 21.3.10.391 ( c ) and this issue started. There’s probably a regression from “b” to “c” version.

Hello @profKWL, 

Understood👍

We did have a similar issue. It’s supposed to have been fixed. 

However, what’s important now, is to have Kaspersky Technical Support effectively engage & assist you. 

We’re sure @Igor Kurzin will be able to find out why the incident disappeared into a black hole🤔

Or, an alternative option, if you have the patience for it, is to open a new INC, reference the original INC, resubmit the data → for very big data loads  we always recommend →  upload to cloud of your choice & post the share link in the INC. 

Thank you🙏

Flood🐳 +🐋

[Anton Mefodys]

Hello @profKWL,

 

I have checked your request (INC000012925924), and did not not find any traces\logs there.

The latest reply from agent dated 6/21/2021 11:40:18 AM.

Then the requests was automatically closed in 14 days without a reply from you.

 

We will reopen this request and send an additional instructions again.

Thank you!

 

 

[profKWL]

If these emails did not get through, I should have received an email send failed notification.
 

 

[Anton Mefodys]

We have asked our colleagues from IT to check the issue with email receiving from your side.

The request has been reopened.

[Wesly.Zhang]

Hello,

I think “file path”+\* will work. such as …..LCR\*

😐

Regards.

[profKWL]

Ticket was reopened. 
They sent me an FTP link to upload all the requested files and I did.
All files was uploaded, even the 1.12GB file.

Then I emailed them that all files has been uploaded, but got no reply.

Now, I received an email that saying, “We haven't heard from you in a week since our reply to you” and that my ticket will again, automatically close within 5 days.

I guess it doesn’t matter anymore. No matter what I do, my email replies don’t reach their inbox.

I’ll just mark this thread as closed as I can no longer re-replicate the issue as I transfer all of my backup files to a different PC with a different OS (Ubuntu). My files are safer there from accidental deletion.

 

[profKWL]

I reinstalled Kaspersky Total Security and now ended up with version 21.3.10.391 (d) and can no longer replicate the issue. I guess this is fixed on this latest version.