Hi, I am struggling with the support team.  I have logged calls, have tickets open. Each day they send me the same story of uninstalling via the app using the admin code.

The problem is I cant even open the app. It just spins on the login page with "Starting Kaspersky Safe Kids" and a spinning wheel.

Great app.. but chat support and email support does not seem to work or understand.  Picture attached

 

Just to add to this after some more checking and testing and no answer from Support again.The app is not blocking anything - not websites, not games or any installs at all.

I have updated to the latest OS update and downloaded and tried to re-install it using the download APK file.  Nothing changes.

Renamed the device and deleted the kid's profile and the device from the console portal. 

Somehow it is not communicating with the KSK server I guess because it is not appearing in the portal.

I have now tried the remove KSK from device admin apps via ADB.  Seems this is also not working.

Somehow the app still has the device security policy applied even though it does not work and now has about 10 pages one on the recent apps screen.

Will try sleep on it and come back and post more findings.  There must be a solution to remove it and allow us to get the device to factory reset.

 

17 hours ago, Jonty Rhodes said:

1. I am struggling with the support team.  I have logged calls, have tickets open. Each day they send me the same story of uninstalling via the app using the admin code.

• The problem is I cant even open the app. It just spins on the login page with "Starting Kaspersky Safe Kids" and a spinning wheel.

Great app.. but chat support and email support does not seem to work or understand.  Picture attached

 

10 hours ago, Jonty Rhodes said:

Just to add to this after some more checking and testing and no answer from Support again. The app is not blocking anything - not websites, not games or any installs at all.

• I have updated to the latest OS update and downloaded and tried to re-install it using the download APK file. Nothing changes.
• Renamed the device and deleted the kid's profile and the device from the console portal. 
• Somehow it is not communicating with the KSK server I guess because it is not appearing in the portal.

 

8 hours ago, Jonty Rhodes said:

I have now tried the remove KSK from device admin apps via ADB.  Seems this is also not working.

Somehow the app still has the device security policy applied even though it does not work and now has about 10 pages one on the recent apps screen.

Will try sleep on it and come back and post more findings.  There must be a solution to remove it and allow us to get the device to factory reset.

 

 

Hello @Jonty Rhodes, 

Welcome!

1. Please post the incident reference numbers that Kaspersky support have provided & tell us:
2. Are *all* incidents still open or have Kaspersky support *merged* any into the initial incident? 
3. The phone brand, OS version & UI?
4. Did support request an AIDA64 Report?
5. if (you've) disconnected KSK from the portal the app will need to be removed *locally* - stop trying to use MyKaspersky. 
6. Is there *any* information  Kaspersky support have requested that (you) have *not* provided - IF the answer is YES, please rectify immediately. 
7. We're not sure how long (you're) waiting after (you) email them but they may be analysing information OR waiting for (you) - have (you) asked them? 
8. We've responded to the PM (you) sent us. 

Thank you🙏
Flood🐳+🐋

Hi Flood,

Answers below.

1. Case numbers:  INC000018120235   |  INC000018128088 

2. The first incident is open and have just replied.  The others were closed, and we have replied to it.

3. Samsung Galaxy A9 - OS version 16  : One UI

4. Dont know what this is.

5. I have disconnected KSK from the portal for the Student ( App then created the boot loop on start-up.

6. No, but they have just replied with a few steps - (Let me follow and let you know if it worked.)

7. It has been 2 days.

8. Thank you - 🙂 

Will PM you after this as discussed in the message for the reasons you mentioned.**

 

Hi, 

Thank for the help.  I managed to chat to Kaspersky support who helped me sort the issue out.

Best to log a incident and also add the detail above to a forum.

thank you all for the help

@Jonty Rhodes

You are welcome , thank for your PM.