I'm having an issue with VPN after recent update.

[Jassie_Dave]

Hello, good morning all.

 

I'm having an issue with VPN after recent update. I am traveling internationally next week and need to use a VPN Thailand's server but Thailand server disappears from my Kaspersky VPN.

FYI / I'm using VPN version 21.23.6.614-2 (a)

 

Thank you.

 

[Flood and Flood's wife]

2 hours ago, Jassie_Dave said:

VPN version 21.23.6.614-2 (a)

I'm having an issue with VPN after recent update.

I am traveling internationally next week and need to use a VPN Thailand's server but Thailand server disappears from my Kaspersky VPN.

Hey @Jassie_Dave, 

Welcome back!

As per Danila T. due to the 'infrastructure-change' (i.e. Kaspersky appears to be changing from Pango to PureVPN) -> there's been:

1. A consolidation of VPN servers from ~105 to ~85, most common servers will remain.
2. The router feature, protocol selection and dual VPN options will disappear = no longer be available.
3. Kaspersky are committed to continuing to expand coverage and add new features in upcoming updates.

• Any issues or ongoing concerns with the app or the VPN service, please *update* the software from the link available on the support page:                                                                                                  - IF that doesn't work - please log a request with Kaspersky Customer Service, select Email & fill in the template as follows, note provide a *detailed-history* please: 
• Post back the incident-reference-request-number, it's prefixed with INC0000?  

Thank you🙏
Flood🐳+🐋

Edited Monday at 09:08 AM by Flood and Flood's wife
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[Jassie_Dave]

This situation is very bad. I've noticed many customers are experiencing significant problems with Kaspersky VPN lately. I believe Kaspersky Lab should issue an official statement to all Kaspersky VPN users addressing these issues. 

[Flood and Flood's wife]

On 12/3/2025 at 9:55 PM, Jassie_Dave said:

This situation is very bad. I've noticed many customers are experiencing significant problems with Kaspersky VPN lately. I believe Kaspersky Lab should issue an official statement to all Kaspersky VPN users addressing these issues. 

Hello @Jassie_Dave, 

Kaspersky have issued an official statement: https://forum.kaspersky.com/topic/kaspersky-vpn-dns-issues-after-purevpn-integration-time-for-kaspersky-statement-57458/#findComment-222889, by Mikhail Shakhov, on behalf of Kaspersky:

"Dear customer,
We’re truly sorry that you’re experiencing some temporary issues following the migration to our new VPN service provider. Over the past 8 days, many teams across KL have been working around the clock to complete the transition and stabilize the new infrastructure. This remains a top priority for us and our partner, and the work is progressing in close collaboration.
We kindly ask for a bit more of your patience and loyalty as we continue these efforts — we’ll share further updates soon. Please make sure you’re using the latest version of the app, as fixes are already rolling out and the service will gradually return to normal as stabilization continues. The issues expected to resolve automatically include reduced availability of some locations, slower connection speeds, and difficulties accessing certain online resources.
If you’re running into any specific problems right now, please reach out to our support team and include as many technical details as possible — this really helps us understand the situation and speeds up the fix. We’re here for you and want to make sure you feel supported while the transition is being finalized.
Thank you for staying with us and for your understanding."

IF (you) haven't logged a case yet @Jassie_Dave - please do so, Kaspersky *are* working with subscribers who log cases as well as working on the transitions *overall*

Please post back the incident reference number, it's prefixed with INC0000? 

Thank you🙏
Flood🐳+🐋