Incredibly Frustrated... Can't install and 3 devices was 3 PC

[Corapntr]

Long story short, I bought the antivirus on newegg as a cyber deal.

It mislabeled the software as 3 Devices not 3PC so I cannot use the AV on a mobile device, which was half of my intention. 

I would have simply purchased the total security but not doing that now as I can’t even install this on my PC. 
 

I’m receiving a reparse error on installation, tried different directories and I meet all system reqs and only thing I have is symbolic links.

I’ve used other av software and all installed without a hitch.  Others on newegg also rank this software low due to inability to install. 

I don’t want to have to do the same.
 

Please help.

[Flood and Flood's wife]

Hello @Corapntr, 

Welcome!

1. May we know your country/location so we can check what you actually purchased? 
2. Post an image of the information that has “mislead” you please?

• The newegg merchant site is not a Kaspersky site. 
• If a non-authorised merchant has mislead you, that’s outside of Kaspersky’s control. 
• If you actually purchased Kaspersky Anti-Virus, it does not cover mobile devices → see image 1, KIS, KTS & Kaspersky Security Cloud are the products that can be installed on multiple operating systems → image 2. 
• Kaspersky is very clear with this information 

KAV Hardware and software requirements

Hardware and software requirements

General requirements:

• 1500 MB free disk space on the hard drive
• Processor that supports the SSE2 instruction set
• Internet access (for the application installation and activation, for the use of Kaspersky Security Network, and for updating databases and application modules)
• Microsoft Windows Installer 4.5 or later
• Microsoft .NET Framework 4 or later

Requirements for Microsoft Windows 7 Starter (Service Pack 0 or later), Microsoft Windows 7 Home Basic (Service Pack 0 or later), Microsoft Windows 7 Home Premium (Service Pack 0 or later), Microsoft Windows 7 Professional (Service Pack 0 or later), Microsoft Windows 7 Ultimate (Service Pack 0 or later), Microsoft Windows 8 (Service Pack 0 or later), Microsoft Windows 8 Pro (Service Pack 0 or later), Microsoft Windows 8 Enterprise (Service Pack 0 or later), Microsoft Windows 8.1 (Service Pack 0 and Windows 8.1 Update), Microsoft Windows 8.1 Pro (Service Pack 0 and Windows 8.1 Update), Microsoft Windows 8.1 Enterprise (Service Pack 0 and Windows 8.1 Update), Microsoft Windows 10 Home (versions: 1507, 1511, 1607, 1703, 1709, 1803, 1809, 1903, 1909, 2004), Microsoft Windows 10 Enterprise (versions: 1507, 1511, 1607, 1703, 1709, 1803, 1809, 1903, 1909, 2004), Microsoft Windows 10 Pro (versions: 1507, 1511, 1607, 1703, 1709, 1803, 1809, 1903, 1909, 2004):

• Processor with a clock speed of 1 GHz or higher
• 1 GB free RAM (for 32-bit operating systems); 2 GB free RAM (for 64-bit operating systems)

For Web Anti-Virus to work, the Base Filtering Engine service must be running in the operating system.

 

The following browsers fully support the application:

• Chromium-based Microsoft Edge 77.x – 83.x;
• Mozilla Firefox versions 52.x – 77.x;
• Mozilla Firefox ESR 52.x, 60.x, 68.x;
• Google Chrome versions 48.x – 83.x.
• Yandex Browser 18.3.1 – 20.6.0 (with limitations).

The following browsers support installing the Kaspersky Protection extension:

• Chromium-based Microsoft Edge 77.x – 83.x;
• Mozilla Firefox versions 52.x – 77.x;
• Mozilla Firefox ESR 52.x, 60.x, 68.x;
• Google Chrome versions 48.x – 83.x.

The following browsers support On-Screen Keyboard and scanning of encrypted connections:

• Chromium-based Microsoft Edge 77.x – 83.x;
• Mozilla Firefox versions 52.x – 77.x;
• Mozilla Firefox ESR 52.x, 60.x, 68.x;
• Google Chrome 48.x – 83.x;

Newer versions of browsers can be supported if the browser supports the corresponding technology.

Kaspersky Anti-Virus supports Google Chrome and Mozilla Firefox in 32-bit and in 64-bit operating systems.

 

Requirements for tablet computers:

• Microsoft Windows 8, Microsoft Windows 8.1, Microsoft Windows 10
• Intel Celeron processor with a clock speed of 1.66 GHz or faster
• 1000 MB free RAM

Requirements for netbooks:

• Intel Atom CPU 1.60 GHz or faster
• 1024 MB free RAM
• 10.1-inch display with 1024x600 screen resolution
• Intel GMA 950 graphics core or later

Article ID: 43520, Last review: Jun 15, 2020

 

Please post back? 

Thank you🙏

Flood🐳 +🐋

[Corapntr]

https://www.newegg.com/kaspersky-anti-virus-3-device-2019-download/p/N82E16832078834?Item=N82E16832078834

If they are not authorized to resell I would definitely reach out to them.  They are a major online seller and as someone living in the united states I can safely say several citizens buy from them often.

 

Regardless this is not resolving the installation issue.  I need someone from tech support to answer if we can install on drives that have symbolic links.  If not I just wasted money buying this product.

[Flood and Flood's wife]

Hello @Corapntr, 

You’re most welcome!

Thank you for the information👌

• The merchant is not an authorised Kaspersky distributor. 
• Being a “major online seller”, does not make them an authorised Kaspersky distributor. 
• The number of people who chose to purchase from such merchants is irrelevant. 
• The KAV advertisement system requirements are very clear

 

1. Your original complaint was “cannot use the AV on a mobile device”, that appears to have changed to “can KAV be installed on drives that have symbolic links “, please clarify the actual existing issue? 

• For installation guidance, please refer to KAV Hardware and software requirements & How to install the application
• Note: each operating system/device KAV is installed on is regarded as 1 device, if the license is for 3 devices = 3 operating system, if for example, you have 1 PC & 3 different operating systems & you choose to install KAV on each operating system, that will use all 3 available “devices”. 
• Note1: The first activation of the license, starts the clock, if for example, you install KAV on one device/operating system today & then do not install the software on any other devices/operating systems for 6 months, the clock does start again for the remaining devices, when the software is installed on those devices/operating systems, the activation date will be the date the software was first installed/activated. 

If you wish for assistance from Kaspersky Technical Support, raise a request, follow the template as in our image, however, for version, select 21.1.15.500 as Kaspersky have not updated their templates

 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

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

Thank you🙏

Flood🐳+🐋

Additional resource:

Features of Kaspersky applications for home compared: Kaspersky Anti-Virus program can only be used to protect a Windows-based computer.