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Luiz Dias

By Luiz Dias
in Kaspersky Total Security

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Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
Hello Luiz Dias, Welcome! Please be kind and provide us with the following information:
  1. The Kaspersky software on your computer? Name/version?
  2. Computer operating system, version, os build?
  3. A full copy of the error, for this please look in Kaspersky "Reports", most errors will be captured there, export the report for a period, e.g. 24hrs, copy the error, only one statement is required unless the errors are different & please post back here?
  4. Screen print/s of the issue?
  5. Any other commentary you can add, for example, does the error happen all the time, once a day, when a certain action is taken, is the error occurring when a browser is used? If yes, which browser?
So many questions - yes?, but, they help us help you getting to a happy resolution. Also, a GSI is a big help, please refer to https://support.kaspersky.com/common/diagnostics/3632#block7 for guidance. Many thanks!
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richbuff

richbuff

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No need to apologize, of course. :) Please post your GetSystemInfo report link, instructions: https://support.kaspersky.com/common/diagnostics/3632 Please upload the GetSystemInfo zip folder that is inside the larger GSI zip to the GSI parser site http://www.getsysteminfo.com/ and post the url to the parsed report here, in your next post. Please also contact Tech Support, too. They will inform you of what logs they need and how to supply the logs.
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Flood and Flood's wife

Flood and Flood's wife

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Hello Luiz Dias, Additional to Richbuff's post: 3 months is a long time. It's ok about "reports export" no longer necessary now as you provided the helpful images and information, thank you! & 2 images are better than none:slight_smile:Thank you! It's ok to upload the full GSI.zip to cloud storage of your choice, for example, OneDrive, MegaDrive, GoogleDrive and post back the link for us please? For the GSI tool, when it starts it offers to "include Windows logs?", please select - "yes/✅" this option. Also, have you tried uninstalling and reinstalling KTS? If not, and if you chose to do this please follow these steps: At the beginning of the UNINSTALL Kaspersky software presents the following questions: Do you wish to save:
  1. License information?
  2. Quarantine files?
  3. Operational settings of the application?
  4. iChecker data?
  5. Anti-Spam databases?
  6. Data Encryption?
Answer YES to "Save: License information?" only, ignore to every other question. Standard "best practice" method for any software/hardware change: Reboot between each step.
  1. After answering YES to "Save: License information?", allow the UNINSTALL tool to complete.
  2. Reboot computer.
  3. Download new Kaspersky software installer.
  4. Install/reinstall Kaspersky software.
  5. Reboot computer.
  6. Check that Kaspersky software is active/running?
  7. Select option to do a manual database update - make sure database update completes.
  8. Select option to run a full scan - allow full scan to complete.
  9. Check for original error - Gone? Good work!
  10. Log on to your MyKaspersky account: https://my.kaspersky.com/ "Sign in to My Kaspersky"
  11. Go to "DEVICES" tab: https://my.kaspersky.com/MyDevices#/
  12. Make sure your computer is showing "connected"
If however, after steps 1. to 8., the original error remains or comes back please let us know? Best regards!
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Luiz Dias

Luiz Dias

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Help me please. As I told you , despite my age (68), I'm beginer in computer/internet. I've sent to " I Coud Drive" the GSI but I don't know how to send you the link .Is it possible you help me ?Sorry for causing you unnecessary work.
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Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
Hello Luiz Dias, Thank you for posting back, I will update this post with the exact steps to upload the .zip. to cloud storage, however, before that, may I ask: When the GSI was run, was [ ] Include Windows Events log ticked? If not, please run GSI again, choose the same "save" path exactly as you've done before then ✅ tick, [ ] Include Windows event logs ⬅️ 1 then Click Start ⬅️ 2
  1. Please let me know?
-------------------------------
  1. Please let me know - can you go to this cloud stoage url
https://www.myairbridge.com/en/
  1. If yes? I will post back exact steps for you to upload to airbridge cloud storage.
  1. Please let me know, if you cannot get to airbridge url, please check:
  2. GoogleDrive,
  3. MegaDrive,
  4. OneDrive
if you cannot access any of these can you please post back a name of a cloud storage you can access? I will create exact steps for that cloud storage. & little comfort, computers can be scary, confusing and frustrating, age is not a factor, I bet you are expert in your life at other things? Don't let not knowing about computer stuff overwhelm you, no-one was born "knowing about computers":slight_smile: Best regards Luiz!
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Flood and Flood's wife

Flood and Flood's wife

Posted
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Excellent Luiz, Steps to upload the .zip folder. In the browser you use:
  1. Go to https://www.myairbridge.com/en/
  2. Select/click "I agree" twice
"Thank you" will appear twice, the screen will then change to a screen showing 6 circles:
  1. Select/click "Send files via link" - number 2 in the image,
  2. A popup window will show - select/click on the GSIx.zip folder (you made for us) x = the file name of your GSI folder - number 3 in the image,
  3. Select/click "Open" - number 4 in the image,
Allow the folder to upload, as the folder uploads a "rotating" circle will display on the screen changing from 0 to 100%. At the end of the upload (100%) the GSIx.zip folder will show in the Airbridge window
  1. Select/click - "Send files via link"
  2. A "I am not a robot" "reCaptcha" popup may appear, click the images that are correct
  3. A "url/link" beginning with https will display
  4. Select/click the url
  5. A message "copied to clipboard" will appear briefly on the screen
  6. Come back to your post here in the Community, add the "url/link", select the "Reply"
At that point you'll have created, uploaded a GSI & Windows logs & posted the URL for us:relaxed: We'll look at the data & may ask further questions or ask you to do other stuff, we'll do everything at your pace and explain anything & everything, if anything is unclear, ask and well manage all the concerns... Thank you Luiz, Best regads!
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  • 4 weeks later...
Luiz Dias

Luiz Dias

Posted
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Hi Flood. First of all I want apologize for not replying you earlier. I was on vacation in a place with no access to internet.I am really grateful for your effort on help me with this issue but the problems has been solved since I updated the Kaspersky. So if in the future the problem appear again I'll contact you.Thank you so much again. Regards Luiz
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