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How to make a complain to Kaspersky security network.

Kuser7985Sh

By Kuser7985Sh
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Kuser7985Sh

Kuser7985Sh

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I recently reset my PC and started installing the usual stuff that I need for work. Daz Studio (very popular 3D rendering app) and Ren'Py (arguably the most popular visual novel-making engine) and Kaspersky added both these applications into the high-restricted group (intrusion prevention). I'm aware that you can manually add applications to the trusted group and make it work, but the thing I don't understand is these two programmes were previously trusted by KSN, and K added them as trusted just a few weeks ago.

So how can I make a complaint to KSN?

Kaspersky premium 21.20.8.505 version

 

Thank you.

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Edited by Kuser7985Sh
grammar correction
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Flood and Flood's wife

Flood and Flood's wife

Posted
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Posted (edited)
53 minutes ago, Kuser7985Sh said:

I recently reset my PC and started installing the usual stuff that I need for work. Daz Studio (very popular 3D rendering app) and Ren'Py (arguably the most popular visual novel-making engine) and Kaspersky added both these applications into the high-restricted group (intrusion prevention). I'm aware that you can manually add applications to the trusted group and make it work, but the thing I don't understand is these two programmes were previously trusted by KSN, and K added them as trusted just a few weeks ago.

  1. So how can I make a complaint to KSN?

 

Hello @Kuser7985Sh, 

Welcome again!

  1. Zip the Daz Studio & Ren'Py executables, password protect the zip files - use either MALWARE or INFECTED, log a case with: Kaspersky Customer Service -  https://support.kaspersky.com/b2c#contacts - fill in the template as shown. Request Kaspersky Customer Service assign the case to Kaspersky Virus Lab experts for analysis, requesting they *add* Daz & Ren exes to KSN -  *Include the zip-archive password - for the Virus Lab experts. Include a *detailed history*:image.thumb.png.90c696ed30ab5c1c8caa62d0fbc66792.png

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

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
replacing template with Kaspersky Premium
  • Thanks 1
Kuser7985Sh

Kuser7985Sh

Posted
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Posted
1 hour ago, Flood and Flood's wife said:

Hello @Kuser7985Sh, 

Welcome again!

  1. Zip the Daz Studio & Ren'Py executables, password protect the zip files - use either MALWARE or INFECTED, log a case with: Kaspersky Customer Service -  https://support.kaspersky.com/b2c#contacts - fill in the template as shown. Request Kaspersky Customer Service assign the case to Kaspersky Virus Lab experts for analysis, requesting they *add* Daz & Ren exes to KSN -  *Include the zip-archive password - for the Virus Lab experts. Include a *detailed history*:image.thumb.png.90c696ed30ab5c1c8caa62d0fbc66792.png

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

Thank you🙏
Flood🐳+🐋

I submitted a case with Kaspersky customer service as you shown in your post. Now to wait.

  • Thanks 1
Kuser7985Sh

Kuser7985Sh

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Posted (edited)
On 4/25/2025 at 8:25 AM, Flood and Flood's wife said:

 

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

Thank you🙏
Flood🐳+🐋

So I finally received the solution from Kaspersky support, and here's how it went. In their final reply, they mentioned that the virus analysts have added the Daz3D and Ren'Py exes to the "Trusted" group, but they also suggested I should change the category manually, and this conflicts with me. Why would I change the category manually if they added the programmes to the trusted group? Also, there's no reason for me to have this days-long email conversation with them for them to just tell me to add the exes manually. I could have done it myself days ago. Anyway, I launched them again, and Kaspersky added the exes to the untrusted group just as before. This is disappointing. So I manually added the exes to trusted group and successfully installed the programmes.

I guess the reason behind this is as good as Kaspersky; their application database is nowhere as large as something like Windows SmartScreen, so that's why Windows SmartScreen didn't warn about these EXEs because it already recognised them as safe, but KSN needs considerably more time to add popular applications as trusted when they update to newer versions.

 

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Edited by Kuser7985Sh
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
19 minutes ago, Kuser7985Sh said:

So I finally received the solution from Kaspersky support, and here's how it went. In their final reply, they mentioned that the virus analysts have added the Daz3D and Ren'Py exes to the "Trusted" group, but they also suggested I should change the category manually, and this conflicts with me. Why would I change the category manually if they added the programmes to the trusted group? Also, there's no reason for me to have this days-long email conversation with them for them to just tell me to add the exes manually. I could have done it myself days ago. Anyway, I launched them again, and Kaspersky added the exes to the untrusted group just as before. This is disappointing. So I manually added the exes to trusted group and successfully installed the programmes.

I guess the reason behind this is as good as Kaspersky; their application database is nowhere as large as something like Windows SmartScreen, so that's why Windows SmartScreen didn't warn about these EXEs because it already recognised them as okay, but KSN needs considerably more time to add the applications to trusted after their latest updates to Daz version 4.23 and Ren'Py 8.3.7.

 

Hello @Kuser7985Sh, 

  1. Reading your email trail makes it look as if (you) did not read / follow our advice. 
  2. Since receiving their "the virus analysts have added the Daz3D and Ren'Py exes to the "Trusted" group" advice have (you) checked that advice using Kaspersky's Threat Analysis Portal & OR Virus Total, bc we've just checked one of the exes & we'd be having *another* conversation with Kaspersky Customer Service / Kaspersky Virus Lab.
  3. *And* this: "also suggested I should change the category manually"; it's a conversation YOU should be having with them; get them to clarify why - IF the exe is TRUSTED by Kaspersky / KSN -> the CATEGORY change will be / should be AUTOMATIC - why is *any* manual intervention required, make that make sense?  

Thank you🙏
Flood🐳+🐋

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Kuser7985Sh

Kuser7985Sh

Posted
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Posted
20 minutes ago, Flood and Flood's wife said:

Hello @Kuser7985Sh, 

  1. Reading your email trail makes it look as if (you) did not read / follow our advice. 
  2. Since receiving their "the virus analysts have added the Daz3D and Ren'Py exes to the "Trusted" group" advice have (you) checked that advice using Kaspersky's Threat Analysis Portal & OR Virus Total, bc we've just checked one of the exes & we'd be having *another* conversation with Kaspersky Customer Service / Kaspersky Virus Lab.
  3. *And* this: "also suggested I should change the category manually"; it's a conversation YOU should be having with them; get them to clarify why - IF the exe is TRUSTED by Kaspersky / KSN -> the CATEGORY change will be / should be AUTOMATIC - why is *any* manual intervention required, make that make sense?  

Thank you🙏
Flood🐳+🐋

Okay. I'll try that. Thanks.

  • Thanks 1
Kuser7985Sh

Kuser7985Sh

Posted
  • Author
Posted (edited)
48 minutes ago, Flood and Flood's wife said:

Hello @Kuser7985Sh, 

  1. Reading your email trail makes it look as if (you) did not read / follow our advice. 
  2. Since receiving their "the virus analysts have added the Daz3D and Ren'Py exes to the "Trusted" group" advice have (you) checked that advice using Kaspersky's Threat Analysis Portal & OR Virus Total, bc we've just checked one of the exes & we'd be having *another* conversation with Kaspersky Customer Service / Kaspersky Virus Lab.
  3. *And* this: "also suggested I should change the category manually"; it's a conversation YOU should be having with them; get them to clarify why - IF the exe is TRUSTED by Kaspersky / KSN -> the CATEGORY change will be / should be AUTOMATIC - why is *any* manual intervention required, make that make sense?  

Thank you🙏
Flood🐳+🐋

One more thing. I didn't include my response to them in this forum, but I did everything they asked of me.

 

1. Provided the screenshots and detections from Kaspersky.

 

  1. For them to investigate further, I send the exes in a password-protected archive as requested.

 

  1. They requested the password even though I added it with the archive, so I sent the password again.

 

  1. Waited for their reply.

 

5. And they said, "We have just received a reply from our virus analysts, and we were informed that the installers have been added to "Trusted." You can change the category manually." And now I would reply to them saying that it didn't work and Kaspersky still blocks the EXEs and ask them why would I have to do things manually when the process should be automatic with merely a database update.

 

As always, thank you for your help, Flood🐳+🐋.

 

Edited by Kuser7985Sh
  • Thanks 1
Kuser7985Sh

Kuser7985Sh

Posted
  • Author
Posted
23 hours ago, Flood and Flood's wife said:

Hello @Kuser7985Sh, 

  1. Reading your email trail makes it look as if (you) did not read / follow our advice. 
  2. Since receiving their "the virus analysts have added the Daz3D and Ren'Py exes to the "Trusted" group" advice have (you) checked that advice using Kaspersky's Threat Analysis Portal & OR Virus Total, bc we've just checked one of the exes & we'd be having *another* conversation with Kaspersky Customer Service / Kaspersky Virus Lab.
  3. *And* this: "also suggested I should change the category manually"; it's a conversation YOU should be having with them; get them to clarify why - IF the exe is TRUSTED by Kaspersky / KSN -> the CATEGORY change will be / should be AUTOMATIC - why is *any* manual intervention required, make that make sense?  

Thank you🙏
Flood🐳+🐋

Kaspersky finally added Daz3d to trusted catergory. Now daz install manager automatically installed as a trusted application. Renpy still put into high restricted group but you can install the app without problem from high restricted space. I think the results are satisfying enough to close the support ticket.

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
3 hours ago, Kuser7985Sh said:

Kaspersky finally added Daz3d to trusted category. Now daz install manager automatically installed as a trusted application. Renpy still put into high restricted group but you can install the app without problem from high restricted space. I think the results are satisfying enough to close the support ticket.

Hello @Kuser7985Sh, 

Thank you for the update! 

  • For some reason the Kaspersky User rating = 100% of Kaspersky *users* restrict Renpy. 
  • SO, did the VLAB experts *explain* to YOU that the restriction is based on that stat? 
  • & going by that stat - YOU must be the only person on the planet who thinks "Ren'Py is arguably the most popular visual novel-making engine".
  • Ren'Py profile says: is a visual novel engine – used by thousands of creators from around the world.
  • IF (we) are to believe Kaspersky -> NONE of those creators would also be using Kaspersky🙄
  • On VT & the Kaspersky Portal, Ren'Py exe is good, it's the User rating that needs to be reviewed - 100% fail for popularity & relatively benign software - where's the logic? 
  • (Also) ioo, with that rating it will be Low-restricted, not HR, check, what colour is the restriction?
  • Looking further at the exe shell, it's missing a fair bit of basic-information which would potentially - target it for a poor rating - IF (you) love Ren'Py so much, approach Ren'Py & tell them the requirements so it's User rating *improves* - IF (they) care about their software - they'll fix it. 

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
modified last dp

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