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Can't import DB backup KPM states too old?


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Tech support was worthless.  I'm close to uninstalling all copies of KTS from all my client's computers due to acutely bad tech support.

Kaspersky took over my client's computer while I was watching.  No solution.  He said they'd escalate it.  I got a call from Malaysia.  At $2/min, that's a call I can't take.  I thought I'd try here before moving my clients to a different solution.

Client's husband (dementia) changed the password to KPM. Client can't get in.  Downloaded a fresh copy with a new password.  Went to import from backup copy 08/2022.  Kaspersky states copy is too old and was for an earlier version, so can't import backup.

I uninstalled all Kaspersky products from husband's computer hoping to prevent syncing to an empty database.

Kaspersky states unable to help.

Client has an accessible copy on her iPhone.  

Questions:

1) Is it possible to do a DB backup in the KPM app on an iPhone?  If so, how?

2) Can I log out of KPM on my computer and log in again, but as my client, and try to restore from her backup without effecting my own DB? OR, should I just uninstall KPM from my computer and reinstall it under my client's account info and then try to import her backup copy?  I ask because her pc is in need of maintenance and so, I don't know if her computer is causing the failure to import the backup.  I'd like to try it on my pc which is in pristine condition.

3) What are the possible reasons that a DB backup done less than a year ago would cause a failure to import due to being too old?  Tier one tech support was clueless and lost.

4) Is it possible to import a tab delimited DB backup into KPM?  Client saved a text copy as an option in KPM.  Shocking because if KPM offers the ability to save a copy as a text file, they should provide the ability to import from a text file or at least a tab delimited file created from a text file.

If I have to manually recreate my client's DB, I will get rid of Kaspersky on all my client's computers. I don't need this headache.

Thank you for your time.

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12 hours ago, mocean said:
  • A. Tech support was worthless.  I'm close to uninstalling all copies of KTS from all my client's computers due to acutely bad tech support.
  • B. Kaspersky took over my client's computer while I was watching.  No solution.  He said they'd escalate it.  I got a call from Malaysia.  At $2/min, that's a call I can't take.  I thought I'd try here before moving my clients to a different solution.
  • C. Client's husband (dementia) changed the password to KPM. Client can't get in.  Downloaded a fresh copy with a new password.  Went to import from backup copy 08/2022.  Kaspersky states copy is too old and was for an earlier version, so can't import backup.
  • D. I uninstalled all Kaspersky products from husband's computer hoping to prevent syncing to an empty database.
  • E. Kaspersky states unable to help.
  • F. Client has an accessible copy on her iPhone.
  • G. If I have to manually recreate my client's DB, I will get rid of Kaspersky on all my client's computers. I don't need this headache.

Questions:

  1. Is it possible to do a DB backup in the KPM app on an iPhone? 
  2. Can I log out of KPM on my computer and log in again, but as my client, and try to restore from her backup without effecting my own DB? OR, should I just uninstall KPM from my computer and reinstall it under my client's account info and then try to import her backup copy?
  3. What are the possible reasons that a DB backup done less than a year ago would cause a failure to import due to being too old? 
  4. Is it possible to import a tab delimited DB backup into KPM?

Hello @mocean

Welcome again! We've also replied to (your) other topic. 

  1. No, on iOS, the KPM data is *retrieved* from the cloud. 
  2. (You've) made two propositions?, for both, first, make a verified KPM backup of *your* data (obviously). Again, whichever solution (you) select, on (your) device, ?stop syncing & AFTER signing out of the KPM vault (as you), shutdown the computer, using SHUTDOWN, not Restart, power on by pressing the power button, login, proceed... We're very surprised Tier one Kaspersky Customer Service could not give you any guidance with this - if that's what you are claiming
  3. Can't be answered here in the Community due to the need to analyse Logs/Traces/Data - none of which can be done in the Community, refer: Community Guidelines -> exists to protect (your) privacy & security; presumably Tier one Kaspersky Customer Service guided (you) how to submit the data so the experts may assist you? 
  4. Yes, but the process is *not* formalized & *is* manual - see topic: What is the csv format to import in Kaspersky Password Manager? & *warning*  the process does not *import* Comments

Personally, if this was *our* problem, we'd select option 4. before option 2. Why? (you) don't know the RC of the "Can't import KPM DB backup", other than, "KPM states too old"; for us, unless that was verified by HQ experts, we would not take the risk.  

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

Thank you?
Flood?+?

Resources:

Edited by Flood and Flood's wife
grammar || added pn
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