I bought the software the software and have been talking to their support by email for several months. They did not help me at all and their answer at the end is to reset Windows. If anyone can help me I would appreciate it.

 

The problem:

I can't install the software. Every time I try to install it is stuck like this, like in the picture.

I tried running as administrator, tried changing DNS, created GetSystemInfo and it doesn't show any particular problem.
If anyone has a solution, then I'd be happy to hear it

Edited January 13, 20242 yr by Johnny smith

6 minutes ago, Johnny smith said:

I bought the software the software and have been talking to their support by email for several months. They did not help me at all and their answer at the end is to reset Windows.

The problem:

I can't install the software. Every time I try to install it is stuck like this, like in the picture - Parents & children should use different Windows accounts

I tried running as administrator, tried changing DNS, created GetSystemInfo and it doesn't show any particular problem.
If anyone has a solution, then I'd be happy to hear it. If anyone can help me I would appreciate it.

Hello @Johnny smith, 

Welcome!

For starters we need some basic info:

1. On the Windows computer, in the Windows search field, type WINVER & post back the *full* Windows OS & *build* please?
2. Has a child account been created in *Windows*, for your child? 
3. In Windows, go to Family & other users, post a *full-screen* screen-print of that screen, hide any personal information - before posting? 
4. Post a screen-image with the System date & time & please tell us the Region you are physically located in? 
5. When the issue was being supported by Kaspersky, did it ever get escalated to the specialists in Russia? 
6. Post the Incident reference number please, it's prefixed with INC0000? 
7. Is the Incident still open or closed? 

Please post back? 

Thank you?
Flood?+?

1. Edition    Windows 10 Pro
Version    22H2
Installed on    ‎9/‎11/‎2021
OS build    19045.3930
Experience    Windows Feature Experience Pack 1000.19053.1000.

2. No

3. "Image A'"

4. "image B"

5. I do not know

6. ID INC000015949590

7.  Open

Hello @Johnny smith, 

Thank you for the information above & the PM. 

1. Where is the KSK *installer*, (you're) using - to install KSK, from, post the site OR URL please?
2. Are you signed into Microsoft Family - in *any* browser OR App? IF the answer is 'yes' - sign OUT of Microsoft Family & stay signed out. 
3. In Windows, go to Your Info screen  - hide your user name - take a full-screen-screen-print & post back please?
4. The section in blue in the documentation: Install Kaspersky Safe Kids on the computer - exactly where have you got to in the process - where does KSK stop or fail - don't try & fix anything just tell us the information please? 
5. Is there any *other* child monitoring software on the computer OR has there *ever been* any *other* child monitoring software on the computer?
6. Is there any Anti-virus software installed & running on the computer? IF 'yes', which one, *name & version*? 

Please post the information in the topic, not via PM. 

Thank you?
Flood?+?

@Flood and Flood's wife

On 1/19/2024 at 5:00 AM, Flood and Flood's wife said:

Hello @Johnny smith, 

Thank you for the information above & the PM. 

1. Where is the KSK *installer*, (you're) using - to install KSK, from, post the site OR URL please?
2. Are you signed into Microsoft Family - in *any* browser OR App? IF the answer is 'yes' - sign OUT of Microsoft Family & stay signed out. 
3. In Windows, go to Your Info screen  - hide your user name - take a full-screen-screen-print & post back please?
4. The section in blue in the documentation: Install Kaspersky Safe Kids on the computer - exactly where have you got to in the process - where does KSK stop or fail - don't try & fix anything just tell us the information please? 
5. Is there any *other* child monitoring software on the computer OR has there *ever been* any *other* child monitoring software on the computer?
6. Is there any Anti-virus software installed & running on the computer? IF 'yes', which one, *name & version*? 

Please post the information in the topic, not via PM. 

Thank you?
Flood?+?

1. https://www.kaspersky.com/downloads/safe-kids

2. I have never connected to Microsoft Family.

3. "image C"

4. In the first step it is choosing a language and in the second step it is to confirm the terms of use and in the third step it is the installation that is where it stops. It doesn't manage to download anything and it hangs like that even for hours. When I try to press X it doesn't work, only if I close it via "Task Manager". Please look at these 2 images ("image D"' and "image E"). In Windows sandbox it succeeds in downloading the software.

5. No and never was.

6. Only Kaspersky from the "Kaspersky Premium subscription package
Total Security". Automatic updates.

On 1/21/2024 at 4:50 AM, Johnny smith said:

1. https://www.kaspersky.com/downloads/safe-kids

2. I have never connected to Microsoft Family.

3. "image C"

4. In the first step it is choosing a language and in the second step it is to confirm the terms of use and in the third step it is the installation that is where it stops. It doesn't manage to download anything and it hangs like that even for hours. When I try to press X it doesn't work, only if I close it via "Task Manager". Please look at these 2 images ("image D"' and "image E"). In Windows sandbox it succeeds in downloading the software.

5. No and never was.

6. Kaspersky Premium subscription Total Security. Automatic updates.

7. Image E: Parents & children should use different Windows accounts. 

Hello @Johnny smith, 

Thank you for the information & images. 

• Sandbox is out completely. 
• A. How many times do you think you've tried to install KSK onto the actual Windows 10 Pro V22H2, 19045.3930 - it doesn't matter if it's 50 or 500 - we just need to know the number of times please? 
• B. On the physical device - a Windows Local/Standard account has not been created - (for the child).  

{starting re-numbering again} we're going to replicate (your) steps, so bear with us please:

1. From the download site, did you specify a Region or was Global selected?

Please post back? 

Thank you?
Flood?+?

I tried global and I tried Israel and I tried the United States nothing downloads.
  I tried to download around 50 times

On 1/22/2024 at 10:08 AM, Flood and Flood's wife said:

Hello @Johnny smith, 

Thank you for the information & images. 

• Sandbox is out completely. 
• A. How many times do you think you've tried to install KSK onto the actual Windows 10 Pro V22H2, 19045.3930 - it doesn't matter if it's 50 or 500 - we just need to know the number of times please? 
• B. On the physical device - a Windows Local/Standard account has not been created - (for the child).  

{starting re-numbering again} we're going to replicate (your) steps, so bear with us please:

1. From the download site, did you specify a Region or was Global selected?

Please post back? 

Thank you?
Flood?+?

I tried global and I tried Israel and I tried the United States nothing downloads.
  I tried to download around 50 times

@Flood and Flood's wife