Internet Security Setup Problem 'Encrypted web traffic inspection’(Mac)

[AddieLouWho]

 

Hi,

I’m trying to get my Kaspersky Internet Security up and running on a new Macbook Air. Everything works perfectly until I try to allow ‘Encrypted web traffic inspection’ and it doesn’t matter how many times I ‘allow’ and enter my password, it just won’t successfully allow it.

I have tried restarting mac, deleting and re-downloading kaspersky internet security 2021 and even downloading 2020 version of kaspersky and then updating to 2021 kaspersky. Nothing is working.

A month ago, I set kaspersky up on a new mac pro for my sister and it worked perfectly but now all of a sudden it won’t work. Operating system is Big Sur 11.4 on both new computers so not sure why all the trouble. 

I did notice that the successfully downloaded Pro has kaspersky patches A and B for 2021, where this new Air does not, but it won’t download either patches until I allow the encrypted web traffic inspection part so I feel stuck.

Sorry for long explanation but I figure details are helpful. Any help would be appreciated.

TIA

[Flood and Flood's wife]

Hello @AddieLouWho, 

Welcome!

OS requirements for KIS 21.1 are macOS 10.14, 10.15, or 11

1. What’s the Macbook Air OS? 
2. If the OS is compatible check List of applications incompatible with Kaspersky Internet Security for Mac ? 
3. & follow all steps in What to do if Kaspersky Internet Security for Mac functions incorrectly

Please let us know the outcome?

Thank you🙏

Flood🐳 +🐋

[AddieLouWho]

Hi,

The Macbook Air is running OS X 11, it has no incompatible apps as its brand new though I did check and I’ve followed the list of what to do if it functions incorrectly with one exception.

Because it won’t finish the ‘essential protection’ setup because the ‘encrypted web traffic inspection’ isn’t working, I do not have the option to create trace files.

Both the ‘preferences’ in the application drop down menus are unavailable. The aren’t highlighted and you can’t click on them to get the trace file process started.

Regards,

Addie

[Flood and Flood's wife]

Hi @AddieLouWho, Addie, 

Thank you for the update👌

1. After reading the What to do doc, was an Uninstall &  clean Install done? 
2. If “yes”, submit a request to Kaspersky technical support, fill in Application malfunction, Other template; provide as much detail as possible, OS information, exact KIS version, history, steps taken to resolve; don’t worry about the Traces, Support will find a way to collect the data:

 

Please let us know the solution Kaspersky Technical Support provide, when it’s available

Thank you🙏

Flood🐳 +🐋

[AddieLouWho]

Hi,

I ended up seeing Kaspersky technical support for help. There was definitely some type of malfunction going on.

I’m not a tech expert by any means so I’m not sure what exactly it was that he was doing when he fixed it but it looked like he had to do a manual override, using the terminal, for the encrypted web traffic inspection allowance. It certainly wasn’t anything I’d have been able to do myself.

Regardless, I was very happy with Kaspersky tech support. The problem was fixed in a few minutes, I only wished I’d have gotten in contact with them sooner.

Thanks for your help though.

[Flood and Flood's wife]

Hello @AddieLouWho, 

You’re most welcome☺ !

Thank you for taking the time to update us👌

We’re delighted the issue is resolved🤸

Flood🐳 +🐋

[carapungo]

I have the same problem. 

Does anybody know what is the manual override, using the terminal, for the encrypted web traffic inspection allowance?  

Thanks

 

 

[Flood and Flood's wife]

On 5/15/2023 at 10:08 PM, carapungo said:

I have the same problem. 

Does anybody know what is the manual override, using the terminal, for the encrypted web traffic inspection allowance?  

Hello @carapungo, 

Welcome!

This topic is quite old, please share with us: 

1. Which macOS version, refer: How to find the version of the operating system?
2. Kaspersky software installed, name & version, refer: How to find the name and the version number of a Kaspersky application?
3. Please log a request with Kaspersky Customer Service: https://support.kaspersky.com/b2c#contacts -> on the support page, 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🐳+🐋

Resource:

Start application for the first time

Edited November 29, 2023 by Flood and Flood's wife
added resource

[R3V]

Hi,

I am receiving this same issue when I attempt to install my new product on Macbook Air OS - Ventura 13.3.1 (22E261)
I am unable to observe any popup after attempting to click the allow button of "Encrypted web traffic inspection".
All other allow buttons worked fine and I progressed through the prompts accordingly.

I need some help please, this is for my father's computer and he has a flight in the next 48 hours.
I am willing to allow remote access to Kaspersky support.
Reach out to me at my account's email or respond here so we can coordinate a specialist for me please.

Thanks

Edited November 29, 2023 by R3V

[R3V]

https://support.kaspersky.com/b2c/au
These links do nothing for me and imply I should "Buy" the product etc. as I believe it's relative to the international Kaspersky website and I'm only seemingly signed into the Australian one.

However, even from the Australian website, it redirects me to the international one for support.
I am unable to contact support via chat it seems.

[R3V]

33 minutes ago, R3V said:

Hi,

I am receiving this same issue when I attempt to install my new product on Macbook Air OS - Ventura 13.3.1 (22E261)
I am unable to observe any popup after attempting to click the allow button of "Encrypted web traffic inspection".
All other allow buttons worked fine and I progressed through the prompts accordingly.

I need some help please, this is for my father's computer and he has a flight in the next 48 hours.
I am willing to allow remote access to Kaspersky support.
Reach out to me at my account's email or respond here so we can coordinate a specialist for me please.

Thanks

I was able to successfully install the application in Mac Recovery OS mode.
I apologise for the multiple posts I was unable to edit them after the first time.

[Flood and Flood's wife]

1 hour ago, R3V said:

However, even from the Australian website, it redirects me to the international one for support.
I am unable to contact support via chat it seems.

Hello @R3V, 

Welcome! 

For *future* reference, if the support page does not land on your location: (1) search for your location, then scroll down & (2) select from the available support options - noting - *not all support options are available - in all locations*

Thank you🙏
Flood🐳+🐋

Edited November 29, 2023 by Flood and Flood's wife
grammar