Cannot login My Kaspersky account in program Kaspersky. it loading forever.

[momothedog]

Cannot login My Kaspersky account in program Kaspersky. it loading forever when put password. it stuck.

[Flood and Flood's wife]

  On 2/19/2025 at 2:16 PM, momothedog said:

Cannot login My Kaspersky account in program Kaspersky. it loading forever when put password. it stuck.

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Hello @momothedog,
Welcome!

• We just logged in, it took two seconds, we also reached out to Kaspersky Customer Service who confirmed there's no generalized system wide issue outage & no maintenance windows atm.

1. Which region/location are you located in please?
2. Which Kaspersky version is installed - on the Windows taskbar *hidden icons*, right-click the Kaspersky icon, select About?
3. In Windows Search, type WINVER, open the WINVER app, post back the information shown please? 
4. Have there been any system / OS / Windows updates in the last few days? 
5. Has *another* browser been used? 
6. Is a VPN being used? 
7. Has the browser been run in Incognito/Private mode? 
8. Has the browser been *reset* to original defaults? 
9. Has the computer been shutdown using *Shutdown* not Restart, then powered ON by pressing the power-button & logging in?
10. Have (you) tried *resetting* the MyKaspersky password? 

Please post back? 
Thank you?
Flood?+?

[momothedog]

not browser. it problem in program. loading forever when put password.

 

[Flood and Flood's wife]

  On 2/19/2025 at 5:11 PM, momothedog said:

not browser. it problem in program. loading forever when put password.

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Hello @momothedog, 

Thank you for the clarification!

**For your own privacy & security, when posting images to a *public-forum* please always hide all private information, we've requested the moderators do this on (your) behalf**

1. Which region/location are you located in?
2. Which Kaspersky *software* is being installed -> is it Kaspersky Home OR Kaspersky Commercial software? 
3. Which Kaspersky version is installed - on the Windows taskbar *hidden icons*, right-click the Kaspersky icon, select About?
4. In Windows Search, type WINVER, open the WINVER app, post back the information shown please? 
5. Have there been any system / OS / Windows updates in the last few days? 
6. Is a VPN being used? 
7. Has the computer been shutdown using *Shutdown* not Restart, then powered ON by pressing the power-button & logging in?
8. Uninstall the Kaspersky *software* using Windows, Add or Remove programs, reboot, login, download a new installer & start again. 

Please post back? 
Thank you?
Flood?+?

Edited February 20 by Flood and Flood's wife
Which Kaspersky *software* is being installed -> is it Kaspersky Home OR Kaspersky Commercial software? 

[seth_gecko]

  On 2/19/2025 at 5:11 PM, momothedog said:

not browser. it problem in program. loading forever when put password.

 

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Hello, same problem here. On every new installed Kaspersky Standard, it cannot be connected to "MyKaspersky". in my case, this happened on 5 machines in the last week. So it does not seem to be a problem of a single pc system. Any solution yet?

[Flood and Flood's wife]

  On 3/1/2025 at 2:30 PM, seth_gecko said:

Hello, same problem here. On every new installed Kaspersky Standard, it cannot be connected to "MyKaspersky". in my case, this happened on 5 machines in the last week. So it does not seem to be a problem of a single pc system.

1. Any solution yet?

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Hello @seth_gecko,
Welcome back!

• We've logged out of the installed software & logged back in, it took less than two minutes *and* we've reached out to Kaspersky who advise there's no general outages & OR maintenance windows that could account for the issue (you're) reporting. 
• Even tho (you) do not think it's a local issue - have devices been disconnected from the power & router & the router reset? 
• IF the points listed in (our) previous reply are not relevant, log a request with 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*
• *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?+?

[seth_gecko]

Hello!

I also opened a support ticket this week and it seems, they have worked on it.

Just made a clean install of Kaspersky Standard and tried to connect to MyKaspersky. It worked immediately.

The only difference i see is, that my test ran under W10. The problems in the last days happend under W11.

[Flood and Flood's wife]

  On 3/2/2025 at 10:35 AM, seth_gecko said:

I also opened a support ticket this week and it seems, they have worked on it.

Just made a clean install of Kaspersky Standard and tried to connect to MyKaspersky. It worked immediately.

The only difference i see is, that my test ran under W10. The problems in the last days happened under W11.

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Hello @seth_gecko, 

Thank you for the update!

(If it was happening to us) on W11 - (we'd) test W11. 

Thank you?
Flood?+?

[Fergus]

Hi,  This happened to me too with Kaspersky Premium on Windows 11 in UK (Scotland).  I instinctively re-installed (it took well over an hour) but all seems well now.

Fergus