Good evening.

For quite a while I've been having a problem with my Surfshark VPN. Surfshark VPN while being connected still leaked the real IP. This could happen any time. Surfshark support requested the diagnostic from my phone and discovered that the issue was caused by Kaspersky antivirus. I decided to turn off the antivirus and then the VPN started working without any problem since then. Surfshark support adviced to add their VPN app to the Kaspersky app exception. However, unfortunately, Kaspersky doesn't have this option in the mobile app. Could add this feature, please. Thanks.

Edited June 15, 20224 yr by IgsFi

Hello,

Please contact with our support team: https://support.kaspersky.com/b2c

They sent me this (text follows). I'm not a software tester and don't have time for this. Please contact Surfshark VPN and cooperate with them - they know the issue.

Dear customer,

Greetings,

Thank you for contacting Kaspersky.

We are sorry for any inconvenience caused.

Is this issue happening on your Android phone or on Windows?

In order to work on this issue, we will need some additional information from you.

For Windows
Data 1:
Please provide the version of the application.

Data 2:
Please perform the following diagnostics:

Step 1:

Exit Kaspersky and see whether the issue persists. To do that, simply right-click on the 'Green Shield' Kaspersky icon in System Tray (on the bottom right corner of your screen), select “Exit” and then click on "Continue".

If the issue persists despite exiting Kaspersky, please let us know. Otherwise, proceed to step #2.

Step 2:
Pause Kaspersky protection and check whether the issue persists. To do that, simply right-click the 'Green Shield' Kaspersky icon in System Tray (on the bottom right corner of your screen) and select “Pause Protection...” then select "Pause" and click on the grey "Pause Protection" button in the bottom. If the issue persists despite pausing Kaspersky, please let us know. Otherwise, proceed to step #3.

Step 3:
Try to diagnose which Kaspersky Protection component causes the issue: * Open the main Kaspersky window, click the little cog/gear icon in the bottom left corner to bring up the “Settings” menu, and on the left-hand side click on "Protection". Here you will find the list of protection components in order. Please turn off all protection components by sliding their buttons to the left so that they turn grey. Afterward, switch the first component (File Anti-Virus) 'ON' by sliding the button to the right.

Then check whether the issue persists. If it doesn’t, turn the second component on (Mail Anti-Virus), but leave the first one enabled. Keep turning components on one by one until the issue kicks in.

Please specify which component caused the issue.

Data 3:

Open Kaspersky > Settings > Threats and Exclusions > Specify trusted application > Select the application > Check on the first 4 box and click add. Check if this helps or not.

Data 4:
Please create a GetSystemInfo report:

Please create the GetSystemInfo report like so:

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. Click on the green Play symbol. 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.
The 'How to use the GetSystemInfo utility' guide can be found here: http://support.kaspersky.com/general/dumps/3632 (click on that link to bring up the detailed guide)

Data 5
If there's any error message or a warning of any kind, please take a screenshot of it and send it to us. In case you need help with that, here's a handy guide about taking screenshots: http://support.kaspersky.com/us/492?cid=pe

For Andriod:

Data 1
In order for us to further investigate the issue, we need you to download and run a free application, called AIDA64 (by FinalWire Ltd.): https://play.google.com/store/apps/details?id=com.finalwire.aida64

1. Once the app is downloaded and ran, tap the three-dotted button in the upper right corner;

2. Tap "Send Report in E-mail" and send the resulting report to your own mailbox;

3. Afterwards, open your mailbox and find that report (usually the subject field reads as “AIDA64 for Android v1.60 Report”);

4. Please copy the entire report and paste it in your reply; once you have done so click Send/Reply/Submit.

Data 2
For us to understand why this is happening, please follow these simple steps to install a special 'debug' version of our app that records detailed logs:

1. Download the special version here: https://kas.pr/kisa_debug

2. Disable automatic updating of Kaspersky Internet Security: Open the Play Store App, click on the three horizontal lines at the top-left corner and select “My apps and games”. Go to ‘Installed’, click on the Kaspersky app, then click on three vertical dots at the top-right corner and uncheck “Enable auto-update”.

3. Uninstall regular Kaspersky Internet Security via standard means, like so: http://support.kaspersky.com/10196#block1 If you have any difficulties uninstalling it like that, try with the Application manager: https://support.kaspersky.com/10196#block2

4. Install the debug version and reproduce the issue a couple of times.
5. Check the root folder of your SD Card for logs, the folder is called /sdcard. It will contain files like these: "kisa_(date and time).log". Copy them, please, and send them to us.

Don’t hesitate to contact for any assistance.

Thank you and have a nice day.

Best regards.
Tines || Customer Service

 

Edited June 17, 20224 yr by IgsFi

1 hour ago, IgsFi said:

They sent me this (text follows). I'm not a software tester and don't have time for this. Please contact SurfShark VPN and cooperate with them - they know the issue.

 

Hello @IgsFi, 

Thank you for posting back & the information!

1. You don't need to be a "software tester" to collect data/logs for Kaspersky to analyse. 
2. IF the information you provided the Community when you started the topic is accurate (Kaspersky android app and Surfshark interference), you can ignore the Windows component of their request, it's not relevant.
3. The issue is impacting (your) Android device, without data Kaspersky may not be able to assist; the data collection takes less than 30 minutes.
4. SurfShark has 100's of customers, as does Kaspersky, both Kaspersky & SurfShark have strict Privacy policies, there's simply no way either company could "co-operate" regarding your case because, on the Kaspersky side you appear to be unwilling tp provide data; on the SurfShark side you appear to have been willing to work with their team. 
5. Also, Kaspersky has a standard incident management cycle, if the data is not received within a certain timeframe, they'll send follow-up requests, you may choose to submit the data or not, at the end of the day, the nature of the issue requires data analysis; without data, eventually the case will be closed; it's your choice. 

Thank you?

Flood?+?

Edited June 17, 20224 yr by Flood and Flood's wife