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 yesterday at 11:48 AM 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]

[Zaw]

how should i proceed?

[Zaw]

fyi, since I couldn’t move forward for now, I tried using the “Sign in with different account” option — but I logged in with the same account. Now it’s stuck on the “Signing into My Kaspersky” loading screen and just keeps spinning for a very long time. Is Kaspersky banned in Myanmar?

[Flood and Flood's wife]

9 hours ago, Zaw said:

fyi, 1. since I couldn’t move forward for now, I tried using the “Sign in with different account” option — but I logged in with the same account. Now it’s stuck on the “Signing into My Kaspersky” loading screen and just keeps spinning for a very long time.

2. Is Kaspersky banned in Myanmar?

 

Hello @Zaw, 

Thank you for the information! 

1. Apologies for not replying earlier @Zaw- sleeping - all humans need sleep☺
2. Myanmar is not documented, however that doesn't mean regional limitations don't apply; it could be a documentation issue.  
3. Using *Kavremover* - uninstall Kaspersky VPN *only* - read & follow the  *Kavremover* documentation very carefully. 
4. At the end of the VPN *uninstall* -> power OFF the computer by using Shutdown, not Restart, when the computer is OFF, remove the power cable & *all* network cables - there should be *no* cables of any kind plugged into the computer - leave the computer *disconnected* for at least 5minutes. 
5. At the end of the 5minutes plug cables back in, network first, then power, power the computer ON by pressing the power button, login. 
6. Download a new VPN exe from: https://kas.pr/ksec_win_global
7. Install the VPN, IF the connectivity issues persist log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts  - select Email, then fill in the template as shown; include a *detailed history*    || IF (you) do log the issue with support ask them about Myanmar?                                     

Please share the outcome, with the Community, when it's available?

Thank you🙏
Flood🐳+🐋

Edited 12 hours ago by Flood and Flood's wife
changed template

[Zaw]

Thank you so much @harlan4096  and @Flood and Flood's wife — I truly appreciate all the time, patience, and support you’ve given me.

I carefully followed all your instructions: used Kavremover, did a full power-off, unplugged everything, waited, and reinstalled the VPN using the fresh installer link. Unfortunately, the issue still persists — now it’s stuck on the loading page before it even reaches the introduction screens.

I’ll contact Kaspersky Customer Support again and will ask them directly about the situation in Myanmar too.

Will definitely update here if there’s any good progress. Thanks again for your kindness and help — it really means a lot! 🙏

[Flood and Flood's wife]

12 minutes ago, Zaw said:

I’ll contact Kaspersky Customer Support again and will ask them directly about the situation in Myanmar too.

 

Hello @Zaw, 

You're very welcome!

Thank you for the update & (your) *detailed* information!

1. With support, ask about Myanmar *first*, IF there's a region issue impacting availability there's no point investigating further. 
2. Support may not accept the request due to Kaspersky software being the Trial version -> no support is available for Beta, Trial or any Kaspersky development software - however - at least try to log the request & post back the incident reference number - it's prefixed with INC0000? 

Thank you🙏
Flood🐳+🐋

[Zaw]

Hi @Flood and Flood's wife,

I’ve logged the issue with Kaspersky Support as advised. The incident reference number is: INC000017536066.

I’ll keep you updated if I hear anything about the Myanmar region issue or any solution.

Really appreciate all your help! 🙏🐳🐋