JR69 Posted March 29 Posted March 29 This problem began occurring in the past few days on two separate devices running KSK (an older Samsung Galaxy S10e, and a brand-new Galaxy S24): when performing a simple Google search in the Chrome browser, the search results page keeps reloading constantly in an endless loop. When pausing the KSK app, the problem goes away. This video shows what is happening: https:// tali . com/shared/Kaspersky_Loop.mp4 (watch until the end). Is this a new bug? Any way to fix it? It's driving my kids crazy. Thanks. 1
Flood and Flood's wife Posted March 29 Posted March 29 (edited) 1 hour ago, JR69 said: This problem began occurring in the past few days on two separate devices running KSK (an older Samsung Galaxy S10e, and a brand-new Galaxy S24): when performing a simple Google search in the Chrome browser, the search results page keeps reloading constantly in an endless loop. When pausing the KSK app, the problem goes away. This video shows what is happening: Hello @JR69, Welcome back! You may wish to clean install KSK on one device, including a full shutdown = power off, power on by pressing the power button - not restart - after uninstalling & before installing the new KSK - to see if that helps, otherwise please contact Kaspersky Customer Service: https://support.kaspersky.com/b2c#contacts -> fill in the template as follows: Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋 Edited March 29 by Flood and Flood's wife added emphasis
JR69 Posted March 31 Author Posted March 31 On 3/29/2024 at 2:08 PM, Flood and Flood's wife said: contact Kaspersky Customer Service: https://support.kaspersky.com/b2c#contacts Thanks. Done. 1
JR69 Posted April 3 Author Posted April 3 FYI, I sent tech support all the trace/log files they requested on this issue and they responded: Our Escalation Team has just replied to us with the following information. Your request was escalated to our developers, and a bug issue was created. Regretfully, we have yet to receive any resolution-related information. JR 1 1
Flood and Flood's wife Posted May 12 Posted May 12 (edited) 4 hours ago, Bassim Amer said: Is there any update that will solve this problem? Hello @Bassim Amer, Welcome! We don't see any information, IF you're experiencing same, please contact Kaspersky Customer Service: https://support.kaspersky.com/b2c#contacts -> fill in the template as shown below -> *the more people who log the issue the more likely it is to get some traction with the KSK developers* Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋 Edited May 12 by Flood and Flood's wife spelling 1
Mike S Posted June 21 Posted June 21 (edited) Same issue here both on old and now on new device (OnePlus 12R, Android 13 and 14) It's quite a showstopper actually Edited June 21 by Mike S
Flood and Flood's wife Posted June 22 Posted June 22 5 hours ago, Mike S said: Same issue here both on old and now on new device (OnePlus 12R, Android 13 and 14) It's quite a showstopper actually Hello @Mike S, Welcome! We use KSK on multiple Androids & have never been able to replicate the issue; if KSK has been clean installed & the issue persists log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include images & OR a video of the error & a *detailed history*. Support may request logs, traces & other data, they will guide you: Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋
Bruenor Posted July 3 Posted July 3 I have the same issue happening with my kid. I have uninstalled KSK and Google search works fine. Installing it again results in the endless loop.
Flood and Flood's wife Posted July 3 Posted July 3 9 minutes ago, Bruenor said: I have the same issue happening with my kid. I have uninstalled KSK and Google search works fine. Installing it again results in the endless loop. Hello @Bruenor, Welcome! Log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include images & OR a video of the error & a *detailed history*. Support may request logs, traces & other data, they will guide you: Please share the outcome with the Community, when it's available? Thank you🙏 Flood🐳+🐋
Mario1974 Posted August 2 Posted August 2 Same problem: Endless loop on Google search in Chrome with KSK active. Samsung A35 with Android 14.
Flood and Flood's wife Posted August 2 Posted August 2 (edited) 1 hour ago, Mario1974 said: Same problem: Endless loop on Google search in Chrome with KSK active. Samsung A35 with Android 14. Hello @Mario1974, Welcome! What advice have Kaspersky Customer Service / Kaspersky Technical Support provided? Thank you🙏 Flood🐳+🐋 Edited August 2 by Flood and Flood's wife pn
JR69 Posted August 5 Author Posted August 5 This problem persists, obviously for many people, and it is already 4 months after KSK support wrote me about it: "Your request was escalated to our developers, and a bug issue was created." 1
Flood and Flood's wife Posted August 5 Posted August 5 Just now, JR69 said: This problem persists, obviously for many people, and it is already 4 months after KSK support wrote me about it: "Your request was escalated to our developers, and a bug issue was created." Hello @JR69, Thank you for being proactive & for the feedback! Please share the Incident reference allocated for the issue, it's prefixed with: INC000 ? We've had bug issues that have been with the developers for 18 to 24 months. IF everyone is logging the issue it's possible the issue may get more traction. Thank you🙏 Flood🐳+🐋
Gem Posted August 23 Posted August 23 We are having the same issue with three different phones on three different accounts. I had enough with this. Looking into alternative applications. Poor.
JR69 Posted October 21 Author Posted October 21 Update to incident INC000016355034: Six months after hearing anything from Kaspersky Support on this matter, I emailed them to ask what is going on. This was their response: Thank you for your kind understanding and we appreciate your patience on this. Please find our experts' response to your query below: Please be advised that there is currently no available solution for the problem, we will try to find one as part of the release of one of the new versions. I wonder if they actually have any developers working on this product anymore. JR 1
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