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 December 1 by Flood and Flood's wife
formatting

[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🐳+🐋

[Jassie_Dave]

Thank you @Flood and Flood's wife for updating me.

[Jassie_Dave]

@Flood and Flood's wife I would like to update you that Thailand's location is back and the number of locations has increased to 99 , now I have to wait patiently for the router feature, protocol selection and Double VPN options are back😅

my case no. ID INC000017986785

 

Thank you @Flood and Flood's wife and Kaspersky support team.

[Flood and Flood's wife]

4 minutes ago, Jassie_Dave said:

@Flood and Flood's wife I would like to update you that Thailand's location is back and the number of locations has increased to 99 , now I have to wait patiently for the router feature, protocol selection and Double VPN options are back😅

my case no. ID INC000017986785

Thank you @Flood and Flood's wife and Kaspersky support team.

 

Hello @Jassie_Dave,

You're so very welcome!

Thank you for the great news!!

Thank you🙏
Flood🐳+🐋

[Gunnish]

5 hours ago, Jassie_Dave said:

@La femme de Flood and Flood J'aimerais vous mettre à jour que l'emplacement de la Thaïlande est de retour et que le nombre d'emplacements est passé à 99 , maintenant je dois attendre patiemment la fonctionnalité du routeur, la sélection du protocole et les options Double VPN sont de retour😅

mon cas non. ID INC000017986785

 

Merci @La femme de Flood and Flood et l'équipe de support de Kaspersky.

Hello
You wrote that the number of spaces has increased to 99, probably a typo; where I live in France it is 89, unless the number of spaces varies from country to country.

[Flood and Flood's wife]

15 minutes ago, Gunnish said:

Hello
You wrote that the number of spaces has increased to 99, probably a typo; where I live in France it is 89, unless the number of spaces varies from country to country.

Hello @Gunnish, 

Welcome!

1. Not a *typo* at all. 
2. Which version is installed - https://support.kaspersky.com/fr/faq/ksec-migration?                                                                                                                                            
3. IF (you) have any concerns OR issues please log a request with Kaspersky support, IF (you're) in France perhaps the Pour particuliers will guide you, IF (you) do log the case with the English support team - using the guide we posted in our first reply to Jassie - please post back in English & please share the incident reference number, prefixed with INC0000?                                                      

Thank you🙏
Flood🐳+🐋

[Berny]

@Jassie_Dave

7 hours ago, Jassie_Dave said:

 now I have to wait patiently for the router feature, protocol selection and Double VPN options are back

↓ Announcement from KL ↓

" At this time, these options are not available, but these options are in the product development plans. "

[Gunnish]

3 hours ago, Flood and Flood's wife said:

Hello @Gunnish, 

Welcome!

1. Not a *typo* at all. 
2. Which version is installed - https://support.kaspersky.com/fr/faq/ksec-migration?                                                                                                                                            
3. IF (you) have any concerns OR issues please log a request with Kaspersky support, IF (you're) in France perhaps the Pour particuliers will guide you, IF (you) do log the case with the English support team - using the guide we posted in our first reply to Jassie - please post back in English & please share the incident reference number, prefixed with INC0000?                                                      

Thank you🙏
Flood🐳+🐋

Hello, I had the correct version, 21.23.6.614-2 (a), but with 89 slots. I reinstalled and I have the same version, 21.23.6.614-2, now with 99 slots, but the small (a) at the end of the version number is missing. I don't think it's too serious.