EAC conflict with Kaspersky Antivirus, Notice says "untrusted system file" [Closed]

[Raphael]

Same going on here for Apex. I notice that it started with Kaspersky asking about a file from Apex, Apex\r5apex.exe. Any solutions?

Hello Raphael Please tell us:

1. Windows version &, build #?
2. KIS free or licensed?
3. KIS version? & patch(x) x = letter
4. upload copy of Apex\r5apex.exe. - in a .zip archive - upload it with the GSI / Windows .zip folder, see later on in this post.
5. Is Apex\r5apex.exe. from EAC?

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1. Is Apex\r5apex.exe run in a console? If so detail how & where you install and activate the software?
2. Have you checked the software compatibility requirements for KIS / Apex r5apex.exe?
3. Screen images please?
4. Please go to KIS REPORTS, find any events related to Apex r5apex.exe, export the report & upload using the upload icon please? Choose 24 hr or 7 days REPORT.
5. Have you uninstalled and reinstalled Apex r5apex.exe?
6. Have you uninstalled & reinstalled KIS?
7. IF you've not done an uninstall of either software, please don't, just tell us so we can guide you.
8. Have you tried using KIS 2020?
9. Please generate GSI & Windows logs, and run the GSI tool when you are accessing Apex\r5apex.exe, upload the .zip folder to cloud storage and post back the link please?

Please post back. Thanks. GSI ref doco: https://support.kaspersky.com/common/diagnostics/3632#block7

Windows 10 Build 1903 Licensed Kaspersky Total Security 19.0.0.1088(g) Apex Legends it's a game that runs inside Origin. It was running fine, today it had an update but almost everyday it updates. After double click it opens normally, them shortly after I am prompt with: Them this one Kaspersky was asking permission for this r5apex.exe, looks related to audio. After I gave permission it stop showing, but the error keeps persisting I've done nothing yet. Thanks for the fast reply.

[Flood and Flood's wife]

Windows 10 Build 1903 Licensed Kaspersky Total Security 19.0.0.1088(g) Apex Legends it's a game that runs inside Origin. It was running fine, today it had an update but almost everyday it updates. After double click it opens normally, them shortly after I am prompt with: errors Kaspersky was asking permission for this r5apex.exe, looks related to audio. After I gave permission it stop showing, but the error keeps persisting

Hello Raphael, Thank you. Please clarify - is Apex Legends, Origin, associated with EAC:

1. If "yes", have you contacted EAC?
2. If "no", have you contacted Origin?

1. Win10, release & build # please?
2. Is Windows up to date?
3. KIS 19.0.0.1088 is up to patch(f), is KIS updating normally?
4. Please upload the apex_crash.txt file using the upload icon in your reply.
5. Please go to KIS REPORTS, find any events related to Apex r5apex.exe, export the report & upload using the upload icon in your reply. Choose 24 hr or 7 days REPORT.
6. Please generate GSI & Windows logs, run the GSI tool when you are accessing Apex\r5apex.exe, upload the .zip folder to cloud storage and post back the link please?

Thanks. GSI ref doco: https://support.kaspersky.com/common/diagnostics/3632#block7

[Sib3riX]

EAC problem is back with Kaspersky 2020 for me (last patch). All games that use EAC have this problem again. Also what i hate with Kaspersky is all games from steam, origin, battle.net are low restricted by default (firewall). I need to add them to trusted everytime there is a patch lets say for Apex legends etc... These all games should be added to trusted by default. Im using kaspersky for almost 10 years but version 2019/2020 started to frustrate me non stop with that bs i explained above. Please fix that. I contacted EAC but they just reply with generic message. Kaspersky should contact them not users!!!! They dont care when users contact them but if company approach they might do something. KTS20.0.14.1085 (c) Windows 10 build 1903 (18362.295) Have a nice day!

[Flood and Flood's wife]

KTS20.0.14.1085 (c), Windows 10 build 1903 (18362.295)\ I contacted EAC but they just reply with generic message. Kaspersky should contact them not users! They dont care when users contact them but if company approach they might do something.

Hello Sib3riX, The issue is EAC/Steam. The game developers change / update / add to their software continuously, Kaspersky publishes updated releases to keep us safe. If Kaspersky software added all games with a "trusted" status and, as a result, we were "infected", there would be a multitude of ? Kaspersky customers Re: Kaspersky contacting EAC/Steam, Kaspersky does not contact every game developer/publisher on the web, nor should they, it's up to the game developers/publishers to create and distribute software that doesn't put the users at risk. Steam/EAC have published statements regarding their teams whitelisting Kaspersky software so compliance is not breached. Steam/EAC even publish statements saying their developers have "whitelisted Kaspersky software". At the end of the day, Kaspersky works continuously to keep us safe. Thanks.

[Flood and Flood's wife]

Duplicated reply, my network had a "stumble", Deleted duplication.

[Gera-in]

Hello! I faced the same problem today. I was able to solve it by updating Windows manually through the update menu. (Usually this happened automatically, but not this time). After that, everything worked again. Hope this helps someone :)

[Spike]

Hello,

When I try to start 'Plants vs Zombies Battle for Neighborville' (PvZ) from within Origin on my pc, I get the Easy Anti-Cheat (EAC) error message of 'Untrusted system file (C:Program Files (x86)\Kaspersky Lab\Kaspersky Total Security 20.0\x64\antimalware_provider.dll)' and the game won't run.

I am running Windows 10 Version 1903 OS build 18362.418 and Kaspersky Total Security 20.0.14.1085 both of which are up to date.

I purchased the PvZ game yesterday but haven't been able to get it to work. I have tried uninstalling and reinstalling the game. 

I have specified PvZ and EAC as Kaspersky trusted applications and added their folders to Kaspersky's exclusion list. I have tried exiting Kaspersky and starting the game but somehow I still get the 'Untrusted system file' error.

I have run CClean, netsh winsock reset, sfc /scannow, etc.

I have created help requests with EAC, Origin, EA Games and Kaspersky.

Any help would be much appreciated. Thanks.

[Flood and Flood's wife]

Hello@Spike,

Welcome!

It’s good you’ve raised it with EAC. 

It’s a known EAC issue.

In the past, EAC Support have stated, “they’ve fixed it”🤔 

EAC: Anti-Virus Compatibility Guide

I guess they’re doing hot fixes, as this keeps recurring😥

Best regards,

[Spike]

Hi, thanks for all your help. The problem is now solved.
Solution: I downloaded a new version of Origin from https://www.origin.com/aus/en-us/store/download
I can still run Kaspersky without getting the error message from EAC about the 'Untrusted system file' and now both Plants vs Zombies Battle for Neighborville (PvZ) and Apex Legends work - previously after the EAC splash screen the games tried to open but closed by themselves and disappeared.
I should have realised that Origin was the problem as both PvZ and Apex are within Origin and weren't working with EAC but Fortnite was working with EAC and that is not within Origin.

Note: I am running Windows 10 Version 1903 OS build 18362.418 and Kaspersky Total Security 20.0.14.1085(e).

I had previously tried the following options without success:
Specified PvZ and EAC as Kaspersky trusted applications and added their folders to Kaspersky's exclusion list. 
Uninstalled Kasperky and started the game: the EAC error message doesn't come up but the EAC splash screen starts as usual and then the game tries to load with the border showing for a second but the game then stops by itself and disappears.
Ran CCleaner, netsh winsock reset, sfc /scannow, etc.
Cleared the cache (https://help.ea.com/en-au/help/faq/clear-cache-to-fix-problems-with-your-games/)
Set up new admin account.
Uninstalled and reinstalled PvZ, Apex Legends and Kaspersky.

Thank you.