Mousefangs Posted January 14, 2024 Posted January 14, 2024 Hi there everyone! My first time posting, so I apologise for any mistakes. For the past month or so, my Kaspersky VPN app has just been showing 'connecting'. If I try to turn the VPN off, it freezes. I also get a 'Failed to connect' error occasionally. I've tried restarting my PC, restarting my internet, reconnecting. I've been through my settings and they all seem okay, plus my subscription is still valid until March. Does anyone have a solution to this? It's quite annoying to not feel protected right now, haha! Thank you in advance, all.
Berny Posted January 14, 2024 Posted January 14, 2024 @Mousefangs Welcome. Did you try to download and reinstall Kaspersky VPN ?
Mousefangs Posted January 14, 2024 Author Posted January 14, 2024 @Berny Thank you! Yes, I've tried reinstalling the VPN (uninstall, reboot, install) but it's still giving me the same error.
Flood and Flood's wife Posted January 14, 2024 Posted January 14, 2024 (edited) On 1/14/2024 at 10:52 AM, Mousefangs said: For the past month or so, my Kaspersky VPN app has just been showing 'connecting'. If I try to turn the VPN off, it freezes. I also get a 'Failed to connect' error occasionally. I've tried restarting my PC, restarting my internet, reconnecting. I've been through my settings and they all seem okay, plus my subscription is still valid until March. Does anyone have a solution to this? It's quite annoying to not feel protected right now, haha! Expand Hello @Mousefangs, Welcome! Also, do any of the *other* 108 remote virtual servers work: Kaspersky VPN Secure Connection - Locations - or - do they *all* result in the same failures? In Windows Search field, type WINVER - post back the Windows OS version & *full* build please? Thank you? Flood?+? Edited January 14, 2024 by Flood and Flood's wife pn
Berny Posted January 14, 2024 Posted January 14, 2024 @Mousefangs Thank you for posting back, if the problem is persisting please contact Kaspersky Technical Support https://support.kaspersky.com/b2c/
Mousefangs Posted January 14, 2024 Author Posted January 14, 2024 On 1/14/2024 at 11:41 AM, Flood and Flood's wife said: Hello @Mousefangs, Welcome! Also, do any of the *other* 108 remote virtual servers work: Kaspersky VPN Secure Connection - Locations - or - do they *all* result in the same failures? In Windows Search field, type WINVER - post back the Windows OS version & *full* build please? Thank you? Flood?+? Expand Hello! 1. The option doesn't even work, unfortunately - whenever I try to select a location, it just freezes again. I tried it once before it got this bad, but even then different locations didn't work. 2. Is this what you need? Thank you and sorry to be a pain! 1
Schulte Posted January 14, 2024 Posted January 14, 2024 Hello @Mousefangs, sometimes it helps to change the protocol. If your provider doesn't like one, it may accept another. How to select a different protocol for Kaspersky VPN If that doesn't help either, we know a little more. 2
Flood and Flood's wife Posted January 14, 2024 Posted January 14, 2024 On 1/14/2024 at 12:54 PM, Mousefangs said: Windows 22H2 22621.3007 1. The option doesn't even work, unfortunately - whenever I try to select a location, it just freezes again. I tried it once before it got this bad, but even then different locations didn't work. Expand Hello @Mousefangs, Thank you for posting back & the information, it's perfect & you are not being a pain at all! When (you've) uninstalled & clean installed the VPN, has the computer been shutdown in between, using SHUTDOWN, not Restart & then powered on by pressing the power button? IF the answer is 'yes', continue to log the issue with Kaspersky Customer Service, on the support page select Email OR Chat, then fill in: Application malfunction, Application is crashing/hanging/freezing template -see image - provide as much history, detail as possible; support may request Logs, Traces & other data, they will guide you Thank you? Flood?+?
Mousefangs Posted January 15, 2024 Author Posted January 15, 2024 Thank you everyone for your help! I managed to get it fixed after several restarts and fiddling with my network settings. Fingers crossed that it'll function okay now. Thank you again, and sorry for being a pain! Much love! 1 1
Flood and Flood's wife Posted January 15, 2024 Posted January 15, 2024 On 1/15/2024 at 3:28 AM, Mousefangs said: Thank you everyone for your help! I managed to get it fixed after several restarts and fiddling with my network settings. Fingers crossed that it'll function okay now. Thank you again, and sorry for being a pain! Much love! Expand Hello @Mousefangs, That's brilliant! Well done!? Thank you for taking the time to share the good news with the Community, it's very much appreciated by all! IF it messes up again, you can always ask for help again OR reach out to Kaspersky Customer Service: https://support.kaspersky.com/b2c#contacts . Thank you? Flood?+?
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