kaspersky premium Help, my Kaspersky Premium doesn't load

[DamageMaximo]

It was working fine before, but suddenly that started happening, when I boot up the PC I can see it's icon appearing on the tray bar, meaning it opened, but when I click it to open it nothing happens, it doesn't open, and when I boot up the PC, if I click the icon fast enough it shows the loading screen but when it finishes, the moment it starts loading the user interface it stops responding, I can't scan any files or do anything, if I try to close it and open it back again the icon appears on the stray bar as red for a second and instantly closes, help me please (language is PT-BR)

Edited February 22 by DamageMaximo

[Flood and Flood's wife]

1 hour ago, DamageMaximo said:

It was working fine before, but suddenly that started happening, when I boot up the PC I can see it's icon appearing on the tray bar, meaning it opened, but when I click it to open it nothing happens, it doesn't open, and when I boot up the PC, if I click the icon fast enough it shows the loading screen but when it finishes, the moment it starts loading the user interface it stops responding, I can't scan any files or do anything, if I try to close it and open it back again the icon appears on the stray bar as red for a second and instantly closes, help me please (language is PT-BR)

Hello @DamageMaximo,

Welcome!

1. Create a System Restore Point, read: How to create a restore point in Windows. 
2. Verify *all* Windows patches  / updates have been applied?
3. Como desinstalar o aplicativo -> at the very *end* make sure the computer is restarted. 
4. Download a *new* installer from (your) MyKaspersky account. 
5. Install, sign-into the application to synchronise with (your) MyKaspersky account. 
6. Run a Database update. 
7. *AGAIN* make sure the computer is restarted. 
8. Monitor for any problems? 

Please share the outcome, with the Community, when it's available?

Thank you?
Flood?+?

[Berny]

@DamageMaximo Welcome.
 

3 hours ago, DamageMaximo said:

it starts loading the user interface it stops responding

Also, please go to Kaspersky On Line Help :
→  A Kaspersky application won’t start
→  Um aplicativo da Kaspersky não inicia
 

Quote

" When starting a Kaspersky application, you may see the Loading the application window that appears on the screen for a few moments, and then nothing happens and the application does not start. "

 

[DamageMaximo]

When unninstalling do I mark these boxes? 

[Flood and Flood's wife]

3 hours ago, DamageMaximo said:

When uninstalling do I mark these boxes?

Hello @DamageMaximo, 

Thank you for posting back & the extra question. 

*When Kaspersky is not working we prefer to leave *everything* blank *except:

• Salvar a assinatura na conta My Kaspersky✅ (even tho the Subscription/License should already be in (your) MyKaspersky account, save it at this step). 
• & IF (you've) created Cofre Secreto✅   

*Follow the documentation we provided: Como desinstalar o aplicativo*

Please report back the outcome? 

Thank you?
Flood?+?

Edited February 23 by Flood and Flood's wife
removed whitespace

[DamageMaximo]

16 horas atrás, Flood and Flood's wife disse:

Hello @DamageMaximo,

Welcome!

1. Create a System Restore Point, read: How to create a restore point in Windows. 
2. Verify *all* Windows patches  / updates have been applied?
3. Como desinstalar o aplicativo -> at the very *end* make sure the computer is restarted. 
4. Download a *new* installer from (your) MyKaspersky account. 
5. Install, sign-into the application to synchronise with (your) MyKaspersky account. 
6. Run a Database update. 
7. *AGAIN* make sure the computer is restarted. 
8. Monitor for any problems? 

Please share the outcome, with the Community, when it's available?

Thank you?
Flood?+?

I've done all the steps and now it seems to be working well again ? I've even restarted the PC again after the instalation and database update and it is still working fine, hopefully no more problems in the future, but if a problem happens again (hopefully not) I will make a new post, thank you very much!

[Flood and Flood's wife]

17 minutes ago, DamageMaximo said:

I've done all the steps and now it seems to be working well again ? I've even restarted the PC again after the installation and database update and it is still working fine, hopefully no more problems in the future, but if a problem happens again (hopefully not) I will make a new post, thank you very much!

Hello @DamageMaximo, 

You're most welcome!

Thank you for the update, we're delighted to read the issue is resolved, well done -> good work??

For any future posts, in the English forum, with images, please convert the GUI to English - it's a temporary change & enables all Community members to easily read the images. To do the conversion, on the Windows Taskbar *Hidden icons*, select the Kaspersky icon, select About, press key combination SHIFT + F12. To revert -> press key combination SHIFT + F5. Also, a system reboot will revert the system to the original language. 

One other tip, for your own privacy & security, posting images in a public forum, always hide any private information, for example: email address, License #. 

Thank you?
Flood?+?

[hoangpham94]

I have the same problem with Kaspersky 21.20 (Standard & Plus version on 2 PC). 

OS: Windows 11 22H4 with lastest update.

After restarting the computer, Kaspersky works again.

[Berny]

@hoangpham94 Welcome.
 

Thank you for your feedback ?

→ A Kaspersky application won’t start
 

Quote

" Solution :  Restart the computer.
If restarting the computer did not help, reinstall the application "