Install

[Hua]

 

I can’t install Kaspersky Internet Security and Kaspersky Plus normally. I am using Windows 10 22H2.

 

[Flood and Flood's wife]

1 hour ago, Hua said:

Windows 10 22H2.

1. I can’t install Kaspersky Internet Security and Kaspersky Plus normally.

Hello @Hua

Welcome!

1. Presumably you're not trying to install both on the same Windows 10 22H2 at the same time? 
2. What errors or problems are you encountering - tell us or post screen prints? 
3. Why are you sharing a .rar file? 
4. Has Kaspersky Internet Security - How to install the application - been followed? 
5. Has Kaspersky Plus - How to install the application - been followed? 

Thank you?
Flood?+?

[Hua]

10 minutes ago, Flood and Flood's wife said:

Hello @Hua

Welcome!

1. Presumably you're not trying to install both on the same Windows 10 22H2 at the same time? 
2. What errors or problems are you encountering - tell us or post screen prints? 
3. Why are you sharing a .rar file? 
4. Has Kaspersky Internet Security - How to install the application - been followed? 
5. Has Kaspersky Plus - How to install the application - been followed? 

Thank you?
Flood?+?

1: I am not. I can not install any of them.
2: I can not install.

3: It is logs.

4&5: Yes.

[Flood and Flood's wife]

12 minutes ago, Hua said:

2.  I am not. I cannot install any of them. I cannot install.

3: It is logs.

Hello @Hua, 

Thank you for posting back & the information!

1. Read before you create a new topic! - by Danila T.
2. What errors or problems are you encountering - tell us or post screen prints? 
3. ?Please delete the share link, logs, traces, data is not to be shared with the Community - it can only be shared with Kaspersky Technical support?
4. Your best course of action is to log a request with Kaspersky support, so a dedicated resource can be allocated to look at it. On the support page: https://support.kaspersky.com/b2c#contacts, select either Chat or Email, then fill in Application malfunction, Other template; please include any screen images of the error & a detailed history. Support may request logs, traces & other data; they will guide you. 

Please share the outcome with the Community, when it's available? 
Thank you?
Flood?+?

Edited February 25, 2023 by Flood and Flood's wife
Deleted white space, renumbered.

[Hua]

5 minutes ago, Flood and Flood's wife said:

Hello @Hua, 

Thank you for posting back & the information!

1. Read before you create a new topic! - by Danila T.
2. What errors or problems are you encountering - tell us or post screen prints? 
3. ?Please delete the share link, logs, traces, data is not to be shared with the Community - it can only be shared with Kaspersky Technical support?
4. Your best course of action is to log a request with Kaspersky support, so a dedicated resource can be allocated to look at it. On the support page: https://support.kaspersky.com/b2c#contacts, select either Chat or Email, then fill in Application malfunction, Other template; please include any screen images of the error & a detailed history. Support may request logs, traces & other data; they will guide you. 

Please share the outcome with the Community, when it's available? 
Thank you?
Flood?+?

Thanks for you help.

2: This information is included in the sent log, and I forgot the specific information.

3: How to delete the mobile terminal?

4: Thank you

[Hua]

I contacted technical support by email. Specific information and results will be published later.

[Flood and Flood's wife]

10 minutes ago, Hua said:

2: This information is included in the sent log, and I forgot the specific information.

3: How to delete the mobile terminal?

Hello @Hua, 

You're most welcome!

2. The Community cannot look at the logs, there's a Community guideline that would be violated, if logs, traces, data was requested, reviewed & reported on, here in the Community - the guideline exists - to *protect your privacy*; logs, traces, data - may contain your personal information. 

3. We're reported the share link, when the Moderators have time, they will remove it. 

Please share the outcome with the Community, when it's available? 
Thank you?
Flood?+?

Edited February 25, 2023 by Flood and Flood's wife
Modified reply

[Hua]

2 minutes ago, Flood and Flood's wife said:

Hello @Hua, 

You're most welcome!

2. The Community cannot look at the logs, there's a Community guideline that would be violated, if logs, traces, data was requested, reviewed & reported on, here in the Community - the guideline exists - to *protect your privacy*; logs, traces, data - may contain your personal information. 

. We're reported the share link, when the Moderators have time, they will remove it. 

Please share the outcome with the Community, when it's available? 
Thank you?
Flood?+?

Thank you very much for helping me solve the problem!

I will share it after the results come out.

[Hua]

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

Hello @Hua, 

You're most welcome!

2. The Community cannot look at the logs, there's a Community guideline that would be violated, if logs, traces, data was requested, reviewed & reported on, here in the Community - the guideline exists - to *protect your privacy*; logs, traces, data - may contain your personal information. 

3. We're reported the share link, when the Moderators have time, they will remove it. 

Please share the outcome with the Community, when it's available? 
Thank you?
Flood?+?

Dear customer, 

Hello Hua, 

Hope you're doing well. 

Based on our investigation, we found the following software that are incompatibel with Kaspersky and that could be the cause of the issue. Please uninstall the following:

TIM - 3.4.5.22071
WPS Office 2016 专业增强版 (10.8.0.5715) - 10.8.0.5715
微信 - 3.5.0.46

Once done, please restart your computer and install your Kaspersky again.

If the issue will persist, please share a new GSI report. Here are the steps:

1. Download the utility GetSystemInfo.exe from the following direct link: https://kas.pr/GSI (click on it to initiate download)
2. Run the GetSystemInfo.exe and click 'Accept'.
3. Check the option "Include Windows event logs" and click on the 'Start' option. The process can take up to 10 minutes and the progress bar may remain below 10% for most of the time.
4. A *.zip file with a name similar to this will be saved on your desktop automatically:
eg. GetSystemInfo_PC_Name_Username_Date_Time.zip
5. Please send us that .zip archive containing the report as an attachment in a reply to this email.
Further support on how to use the GetSystemInfo utility can be found here: http://support.kaspersky.com/general/dumps/3632 (click on that link to bring up the detailed guide)

If you encounter any difficulties, you can always contact Technical Support directly, and one of our agents will be happy to assist you.

For more details on our contacts, please visit: https://support.kaspersky.com/b2c

We remain at your disposal for further assistance.

Kind regards,

Darwin | Customer Service Representative 


If the suggested solution did not help or you need more information, you can simply reply to this e-mail leaving the subject line unchanged. If you have no further questions and the issue is in fact resolved, then you can simply ignore this message, and we will close this request for you within 10 days. 

We have obtained your personal data from you directly. The provided data will only be used for the provision of technical support and will be processed and protected in accordance with Kaspersky Data Privacy Statement for technical support for Africa, Australia, Denmark, Middle East, New Zealand, Norway, Sweden, United Kingdom, United States of America

Best regards, 
Kaspersky Technical Support

AO Kaspersky Lab, bldg. 3, 39A, Leningradskoe Shosse, Moscow, 125212, Russian Federation. The representative of AO Kaspersky Lab in EU is Kaspersky Labs GmbH, Despag-Str. 3, 85055 Ingolstadt, Germany.

[Hua]

More information will be published later.

[Hua]

Dear customer, 

Thank you for your patience. My apologies for the delayed response.

Our Escalation Team have just replied to us and we are glad to inform you that we've come up with a solution.

1. Uninstall VmWare temporarily. 
2. Check that there are not VmWare related devices in Device Manager, in Network Connections. 
3. Delete the following registry entry: 
"HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{3d09c1ca-2bcc-40b7-b9bb-3f3ec143a87b}"
4. Run in Command Prompt (Admin) the following command: 
netcfg -u kl_klim6
5. Rename all Huorong related files. For example, usysdiag.exe -> usysdiag._exe
6. Restart PC
7. Attempt to install Kaspersky product I suggest installation of MR9). After successfull installation of Kaspersky, install VmWare if it is needed.
8. If the issue remains, please collect Procmon logs: 
8.1. Download Process Monitor utility: https://download.sysinternals.com/files/ProcessMonitor.zip
8.2. Unpack ProcessMonitor.zip to some folder 
8.3. Run Process Monitor utility, enable File -> Capture Events, go to File -> Save and set it to save to C:\Logfile.PML
8.4. Attempt to install Kaspersky product (do not close the error)
8.5. Stop logging in Process Monitor and send us the obtained log. 
9. Do not close the installation error and collect a GSI report. 
10. Send us the GSI and Process Monitor log.


Give us a call in case you need further assistance, our numbers and business hours are one click away:  [a link]

Please keep us posted.
Qayyum || Customer Service Representative 


If the suggested solution did not help or you need more information, you can simply reply to this e-mail leaving the subject line unchanged. If you have no further questions and the issue is in fact resolved, then you can simply ignore this message, and we will close this request for you within 10 days. 

We have obtained your personal data from you directly. The provided data will only be used for the provision of technical support and will be processed and protected in accordance with Kaspersky Data Privacy Statement for technical support for Africa, Australia, Denmark, Middle East, New Zealand, Norway, Sweden, United Kingdom, United States of America

Best regards, 
Kaspersky Technical Support
 

[Hua]

 

The incident has been resolved.

Thanks for help!