Cannot Update AV Database and cannot use VPN

[Zaw]

Hello,
I cannot update my AV database.
I'm from Myanmar and I'm trying the premium trial to see whether its' AV and VPN works properly.
I tried with both my home wifi and my data hotspot.
It always stopped at 8%. I have attached screeshots.

the vpn is also not working, stuck at introduction page. 😞

Operating system: Windows10 V22H2 (OS Build 19045.5854)

[harlan4096]

Welcome to Kaspersky Community.

 

Please check this link: https://support.kaspersky.com/common/error/update/13285

 

Consider also to change the K. database server:

 

https://support.kaspersky.com/common/start/6105

[Zaw]

Thank you, I’ve resolved the database update issue — it’s working now after manually adding the “del” servers.
However, the VPN app on my laptop is still stuck on the introduction page with no option to proceed, and on mobile, it fails to connect. I’ve tried reinstalling and switching networks, but no change. Please advise.

[harlan4096]

Did You also update the KVPN to version 21.21?

 

If You click on top right small X what happens?

[Zaw]

I can’t access the app interface, so I downloaded the latest version available from the official website.

When I click the small “X” in the top right, the app just quits and minimizes to the taskbar—no other options appear.

[harlan4096]

Try to uninstall completely the VPN via Windows Control Panel -> Programs and Features, and reinstall 🤔

[Zaw]

I’ve just uninstalled the VPN completely via Control Panel and reinstalled it, but the issue remains exactly the same.

[harlan4096]

Please be sure Your Windows is fully updated via Windows Update, check also Optionals.

 

When minimized in Windows taskbar, if You mouse right click over the VPN icon, can You access to Configuration settings?

[Zaw]

my Windows is fully updated, including all the optional ones. When I right-click the VPN icon in the taskbar, there’s a settings button I can click, but it just takes me back to the same intro pages — still no way to proceed.

[harlan4096]

I guess You are trying to connect the VPN with Your My Kaspersky user/pass...

[Zaw]

Nope, I didn’t even get to the login part. The intro screens show up first, and I’m stuck there
Can’t move forward or log in at all.

[harlan4096]

But what in this capture? 🤔

 

[Flood and Flood's wife]

2 hours ago, Zaw said:

1. Nope, I didn’t even get to the login part. The intro screens show up first, and I’m stuck there; can’t move forward or log in at all.

Hello @Zaw, 

1. Also, the *last* VPN image (you) shared, shows (you're) already logged in with a gmail email(A): 
2. What is the status of Windows *Defender*? 

Thank you🙏
Flood🐳+🐋

Edited 1 hour ago by Flood and Flood's wife
pn 2

[Zaw]

Yeah, that screen shows up, but there’s no “continue” or “proceed” button for my account. It just stays there — I can’t go past it even though my email is shown.

[Flood and Flood's wife]

4 minutes ago, Zaw said:

Yeah, that screen shows up, but there’s no “continue” or “proceed” button for my account. It just stays there — I can’t go past it even though my email is shown.

Hello @Zaw, 

Thank you for the information!

1. What is the status of Windows *Defender*? 
2. Go to Windows, Control Panel\Network and Internet\Network Connections, post back an image of the Local Area Connection - hide all other connections*

Thank you🙏
Flood🐳+🐋

[Zaw]