Fail to hibernate

[Ederjs]

after I installed Kaspersky Total Security my computer crashes when I enter hibernate or sleep mode in Windows 10.

[Flood and Flood's wife]

after I installed Kaspersky Total Security my computer crashes when I enter hibernate or sleep mode in Windows 10.

Hello @Ederjs, 

Welcome!

1. Check Windows Event logs for any similar errors that pre-existed the install of the KTS software?
2. Check KTS Hardware and software requirements, make sure the computer is compatible? 
3. Check the computer for any applications that may be incompatible with KTS?
4. IF both 2. & 3. are OK, log a case with Kaspersky consumer support, either via Chat or Email, select Application malfunction, Other template. Support may request logs, traces & other data, they will guide you.

• If selecting Chat option, we recommend you request a copy of the chat transcript, make sure you fill in your email address AFTER the chat is activated by the Chat agent & complete the Verify your email address email AFTER the chat completes.
• When it’s available, please share the outcome with the Community? 

Thank you🙏

Flood🐳+🐋

[Ederjs]

I've registered a case with Kaspersky's customer support, but I still haven't gotten a response. I tried to solve it myself, but I couldn't. I will uninstall Kaspersky Total Security until they respond.

[Flood and Flood's wife]

I've registered a case with Kaspersky's customer support, but I still haven't gotten a response.

Hello @Ederjs, 

Thank you for posting back!

Did you receive an Incident case reference number? 

Thank you🙏

Flood🐳+🐋

[Ederjs]

Yes. INC000013653986 

[Flood and Flood's wife]

Yes. INC000013653986 

Hello @Ederjs, 

Thank you for posting back & the information!

1. Did support ask for logs, data, traces, anything? Did they say anything at all? 
2. Have you emailed them back to ask them what’s happening? 

Thank you🙏

Flood🐳+🐋