Exit application or pause protection impossible trough TeamViewer

[SwissTico]

Hi everyone,

We have an issue with KFA 2020 20.0.14.1085(g) on some computers trying to exit the app or pause protection trough TeamViewer (15.2.x), a t the moment Kaspersky ask the password (or if no password to click on [Continue] button).

We are stack at this step and it is impossible to do anything, our only option is to do a Ctrl + Alt + Del, close the session and login again.

The strange thing is that we already configured in the Settings > Additional > Self-Defense > Allow managing KFA settings via remote control applications, and we use a config file to have the same settings everywhere. However, on some computers (not all), mainly the one that upgraded automatically from 2019, it is impossible to fix this issue (even after removing and reinstalling KFA and/or load the settings again from the config file).

Do you have a solution?

Thanks!

 

 

[Flood and Flood's wife]

Hello @SwissTico,

Welcome!

Just for clarity: 

1. On the remote devices, is KFA setup with a password?
2. If Continue is selected, what actually happens?
3. Does “unable to exit or pause KFAF ” issue persist if is KFAF pwd is disabled ?

Please let me know?

Thank you🙏

Flood🐳

 

[SwissTico]

Hello Flood,

 

Just for clarity: 

1. On the remote devices, is KFA setup with a password?
2. If Continue is selected, what actually happens?

 

1. Yes the remote device may be with a password. We generally have one, but we tried to do without and the issue is the same (see 2.)
2. Remotely with TeamViewer, we can’t click on Continue (with or without pasword), we can’t enter the password, and we can’t close the window. Only the user in front of the computer can do it.

Thanks for your help!

[Flood and Flood's wife]

Hello @SwissTico,

You’re welcome👌 !

1. Has Kaspersky’s password disable tool been used? 
2. On a device with KFAF2020, have you tested by uninstalling KFAF2020, reinstalling KFAF2019, is full remote control of KFAF2019 functional? 

Please let me know? 

Thank you🙏

Flood🐳

 

[SwissTico]

Hello @FLOOD ,

Just to be clear the password is NOT the problem. As you can see on the next picture, we could disable it. The problem is that we don’t have access to this Kaspersky window from TeamViewer (but the user in front of the computer can), so we have no way to clic on [Continue], [Cancel] or close [ X ], we are stack.

 

So in this case the password disable tool is not a solution.

We tried to go back to the KFA 2019 and it works again, but KFA upgrade automatically later and we get the same issue again.

As we could see, it’s really an issue with KFA 2020.

Do you have another idea that could help us?

Thanks!

[Flood and Flood's wife]

Hello @SwissTico,

Thank you for clarifying👌

1. If it’s an issue specific to KFAF 2020, or for that matter, all K AV 2020 Home software, because KFAF is being used, there’s no Technical Support.

I will test the problem, see if I can replicate and post the results, please allow me some time to do this? 

• In the interim, install or keep installed KFAF 2019 & disable Automatic update.

Thank you🙏

Flood🐳

[SwissTico]

@FLOOD,

Thanks to try to find a solutions.

One more clarification for you, to not loose too much time with this.

This issue is a kind of “random”, by example we manage somewhere 11 computers with exactly de same version of the OS, TeamViewer, and KFA. 9 work perfectly, but 2 computers have this issue. Another place we have 6 computers with the same configuration, and only 1 has this issue. All of them upgraded from 2019.

If we find something, we will post it later, and if somebody else have this issue and found a solution, please share! ☺

[Flood and Flood's wife]

Hello @SwissTico,

Thank you👌

I did notice “on some computers ”, so, please re-check all variables, anything and everything that may be contributing?

If the problem is only on 3 devices, out of 17 devices, I’m not convinced the issue is Kaspersky 2020 software🤔  

• I’ll still test the problem, I’ll be testing with fully licensed Kaspersky software. 

Thank you🙏

Flood🐳

[Flood and Flood's wife]

Hello @SwissTico,

Additional, the latest KFAF Release notes specifically state “ We have improved protection against remote management applications. You can now allow trusted remote management applications to change application settings. “

🤔 After I’ve tested the reported issue I’ll add comments. 

Thank you🙏

Flood🐳

[Guest]

@SwissTico, hello!

 

Could you please clarify does the issue occur with different OS versions? Is there a difference on x86\x64 PCs?

Pleas check UAC settings on these PCs. Is it disabled? Try to enable the default UAC level and retest the issue. Does the issue occur in this case?

 

[nglinh22]

Hello @SwissTico,

Welcome!

Just for clarity: 

1. On the remote devices, is KFA setup with a password?
2. If Continue is selected, what actually happens?
3. Does “unable to exit or pause KFAF ” issue persist if is KFAF pwd is disabled ?

Please let me know?

Thank you🙏

Flood🐳

 

OMG I fixed it, thanks for support 😘

[Flood and Flood's wife]

Hello @nglinh22 ,

Welcome!

That’s great news, please share how you fixed it?

Thank you🙏

Flood🐳

[Wesly.Zhang]

Hello @SwissTico 

Was your issue solved? We handle old topic now, So We need know this case has been solved or not.

Regards.

[SwissTico]

Hello @Wesly.Zhang 

The issue itself is not resolved, because still present, but :

1. We think this issue need to be resolved directly by Kaspersky’s engineers but we couldn’t contact them.
2. Kaspersky Antivirus Free is obsolete now (Kaspersky is forcing clients to move from KFA to Kaspersky Security Cloud Free, limited to 3 computers by the way...)
3. We didn’t have issue for the moment with Kaspersky Security Cloud.

So in conclusion, we can close the topic, and if the problem appear with Security Cloud, we’ll open a new one.

Thank you to @FLOOD and every one that tried to help us!

Best regards,