Download blocked alerts for cooljorrd-com

[Ralphy]

I keep getting this alert popping up every 15 seconds but i use firefox, not chrome.

Any ideas how to stop this?

[Berny]

Welcome. Can you please provide a screenshot from the alert.

https://support.kaspersky.com/common/diagnostics/492

[Ralphy]

Hi Berny

Please find attached screenshot of the issue i’m having.

Thanks

Colin

[Berny]

@Ralphy

Message : “This image could  not be loaded”
Can you please attach a JPEG format.

 

 

[Ralphy]

Hi Berny

Not been an IT expert, how do I do this please?

Thanks

Colin

 

 

[Berny]

Please try the MS Snipping Tool

https://support.microsoft.com/en-gb/help/13776/windows-10-use-snipping-tool-to-capture-screenshots

[Ralphy]

Hi Berny

Thank you, hope this works

 

[Berny]

Kaspersky Password Manager is asking for your Master Password , are you using KPM ?

[Ralphy]

Yes I am using this

[Berny]

Please remove the entry in KPM.

Also please verify : KPM > Settings > Automatic startup
 

[Ralphy]

Hi Berny

Again how do I do this please, sorry.

Thanks

[Ralphy]

Hi Berny

Which entry are you referring too please?

Thanks

[Berny]

This is a strange issue 😯
Do you have in your KPM Website section an address that is pointing to the url in your screenshot ?

 

[Ralphy]

No there is nothing in there pointing me to this URL

 

Regards

[Flood and Flood's wife]

Hello  @Ralphy,

Open Kaspersky Total Security application, select More Tools, select Reports, select Detailed Reports, leave ALL events as default, select 24hrs, select Export, save the report as a text file, for example popups.txt, attach the saved file to your reply, using the 📎paperclip📎 icon please?

Thank you

[Berny]

Your Topic has been moved from the KPM to the KTS Section.
Also can you please provide more details :
Should we understand you get these repeating Pop-Ups only when you launch Firefox ?

[Ralphy]

Hi Flood

Sorry for the delay is responding. Thank you for your assistance, i have attached the requested file.

Regards

[Flood and Flood's wife]

Hello  @Ralphy,

You’re very welcome!

Thank you for replying and the report. 

Correction🙃 , I’m looking at the full report now, I’ll reply shortly!

Thank you🙏

[Flood and Flood's wife]

Hello  @Ralphy,

1. Please tell me Firefox full name & version?
2. Is Kaspersky Protection extension installed and enabled in Firefox browser? IF “yes”, may I have the KPE version please? 
3. Is a Firefox Master password used? 
4. Do the alerts begin the minute you open FireFox browser or after you browse/go to a specific site?
5. May I have an image or images of Firefox about:addons - extensions page(s) please? 
6. May I have an image or images of Firefox about:addons - themes page(s) please?
7. May I have an image of Firefox about:addons - plugins page(s) please?
8. Can you tell me when the alerts started, was it in the last 7 days? If “yes” may I have the All Events, 7days report please? If the alerts began over 7days ago, please select, export & attach: All Events, 30day report please?

Thank you🙏

[Ralphy]

Hi Flood

 

The alerts happen only via Firefox, if i open Microsoft Edge it doesnt happen.

I have attached a couple of things but as i said earlier to Berny i am no IT expert so may need help in getting the other info you asked for, sorry.

[Berny]

requested file.

Please check this pinned Topic

 

[Flood and Flood's wife]

Hello  @Ralphy,

• Don’t fret about “not knowing”, I will help you!

I do understand the issue is only happening with FF. 

Give me a moment and I’ll post back with exact steps.

Thank you for working with me on this🙏

[Flood and Flood's wife]

Hello  @Ralphy,

• When the alerts started, was it in the last 7 days? If “yes” may I have the All Events, 7days report please? If the alerts began over 7days ago, please select, export & attach: All Events, 30day report please?Open Firefox browser, in the url bar enter about:addons, the following screen will open

1. Open Firefox browser, in the url bar enter about:addons, the following screen will open Click on Kaspersky Protection extension (for extended detail), make a screen print please and post back please?

[Ralphy]

Hi Flood

 

Thank you for persisting with this for me.

Regards

[Flood and Flood's wife]

Hello  @Ralphy,

You’re most welcome, I’m happy to do so👌

• Thank you for the 30day report & the KPE image.
• Just an important note, KPE is disabled, don’t worry about it atm, after we finish, we need to make sure KPE is enabled & active. 
• 🛑 How long has Link Checker been installed ? Please click on Link Checker (to open) & provide an image of the “extended detail” please?🛑

1. Exit the Firefox browser, do not reopen atm. 
2. Open Windows File Explorer, go to  C:\Users\YOURNAME\AppData\Roaming\Mozilla\Firefox\Profiles\
3. Copy the (FF) Profiles folder  to your Desktop.
4. Go to C:\Windows\Temp, delete everything in the Temp folder, there may be several files or folders requesting “Admin” permission to delete, select “yes” or “ok”, & there may be several files or folders “In use”, select “Skip”.
5. Go to C:\Users\YOURNAME\AppData\Local\Temp, delete everything in the Temp folder, there may be several files or folders requesting “Admin” permission to delete, select “yes” or “ok”, & there may be several files or folders “In use”, select “Skip”.
6. Open Firefox browser:

(a.) Select 3 horizontal bars in the top right corner of the browser. 

(b.) Scroll down to the very bottom of the dropdown list. 

(c.) Select Help

(d.) From the Help popup, select Troubleshooting Information

(e.) In the top right hand section of the Firefox browser, Give Firefox a tune up, select Refresh Firefox, allow the refresh to complete. 

(f.) Exit Firefox, do not restart atm.

7 Open KTS,  select More Tools, select Clean & Optimize, select Privacy Cleaner, the “search for user activity will be selected”, select Next, the PC Wizard will run & present Strongly recommended actions, all ticked and Perform additional actions (not ticked), please select ALL Strongly recommended actions & Perform additional actions, select Next, the PC Wizard will run, allow it to complete, an Activity traces cleaned successfully window will display, please tick the 🔳Reboot the Computer, select Done. 

8 When the computer is fully off, power on, login and start KTS application, nothing else. 

9 Run a KTS manual Database Update, allow it to complete.

🔟 Run a KTS Full Scan, allow it to complete. 

11 Open Firefox, recheck original issue?

• Take your time, there’s no pressure, it’s better to check everything, if you’re unsure about anything, please ask. 
• And, please let me know if the issue is resolved?

Thank you🙏