Kaspersky keeps crashing on Macbook Air, everytime it goes into sleep mode / hibernates or when I’m about to turn it off.

September 25, 2020

I’ve hardly had Kaspersky for a year and since a couple of months ago, my Kaspersky Internet Security antivirus crashes my Macbook Air 2017 everytime the laptop goes into sleep mode / hibernates or when I’m about to turn it off. When I try to turn my computer off it turns off but then turns on again saying that an unexpected event happened which makes it restart and displays an error message (which you can see below).

Now I want to install the latest update of Kaspersky but when it restarts in order to install the latest version, it crashes. What should I do??

Here’s an example of an error message I received:

Mon Aug 3 22:30:25 2020

*** Panic Report ***

panic(cpu 2 caller 0xffffff801e6dca9d): Kernel trap at 0xffffff801ebc73e5, type 13=general protection, registers:

CR0: 0x0000000080010033, CR2: 0x00000001100bbbd8, CR3: 0x00000002615bd029, CR4: 0x00000000003626e0

RAX: 0xc0ffeef2fe1e2b40, RBX: 0xffffff7f9f188e98, RCX: 0xffffff7f9f182240, RDX: 0xffffff91514d3da0

RSP: 0xffffff91514d3d80, RBP: 0xffffff91514d3d90, RSI: 0xffffff7f9f188e98, RDI: 0xffffff8033ef85e0

R8: 0xffffff7f9f171a50, R9: 0x0000000000000000, R10: 0xffffff801eea36a8, R11: 0x0000000000000001

R12: 0xffffff8030fb8ab0, R13: 0xffffff7f9f188df8, R14: 0xffffff8033ef85e0, R15: 0xffffff8030ee5100

RFL: 0x0000000000010282, RIP: 0xffffff801ebc73e5, CS: 0x0000000000000008, SS: 0x0000000000000010

Fault CR2: 0x00000001100bbbd8, Error code: 0x0000000000000000, Fault CPU: 0x2, PL: 0, VF: 0

Backtrace (CPU 2), Frame : Return Address

0xffffff801e352290 : 0xffffff801e5af58d

0xffffff801e3522e0 : 0xffffff801e6eb145

0xffffff801e352320 : 0xffffff801e6dc87a

0xffffff801e352390 : 0xffffff801e55c9d0

0xffffff801e3523b0 : 0xffffff801e5aefa7

0xffffff801e3524d0 : 0xffffff801e5aedf3

0xffffff801e352540 : 0xffffff801e6dca9d

0xffffff801e3526b0 : 0xffffff801e55c9d0

0xffffff801e3526d0 : 0xffffff801ebc73e5

0xffffff91514d3d90 : 0xffffff7f9f16d5ab

0xffffff91514d3db0 : 0xffffff7f9f16c55d

0xffffff91514d3df0 : 0xffffff7f9f16ded0

0xffffff91514d3e30 : 0xffffff801ea89353

0xffffff91514d3e90 : 0xffffff801ea95f4e

0xffffff91514d3f00 : 0xffffff801ea9acb4

0xffffff91514d3f40 : 0xffffff801ebb923d

0xffffff91514d3fa0 : 0xffffff801e55d196

Kernel Extensions in backtrace:

com.kaspersky.kext.klif(3.6.15a55)[582F65B3-5FB3-372B-923F-0D1873CD5859]@0xffffff7f9f16b000->0xffffff7f9f189fff

dependency: com.apple.iokit.IOStorageFamily(2.1)[713ED8FE-40CC-38C0-907C-FF187FF2F8F7]@0xffffff7f9f13b000

BSD process name corresponding to current thread: kav

Mac OS version:

18G5033

Kernel version:

Darwin Kernel Version 18.7.0: Mon Apr 27 20:09:39 PDT 2020; root:xnu-4903.278.35~1/RELEASE_X86_64

Kernel UUID: 2C6A35B5-EEFD-317A-9A3D-901B9CC558CF

Kernel slide: 0x000000001e200000

Kernel text base: 0xffffff801e400000

__HIB text base: 0xffffff801e300000

System model name: MacBookAir7,2 (Mac-937CB26E2E02BB01)

System uptime in nanoseconds: 8350434313366

last loaded kext at 8337762746947: com.apple.driver.AppleUSBAudio 315.6 (addr 0xffffff7fa1d96000, size 413696)

last unloaded kext at 3405638515084: com.apple.driver.usb.cdc 5.0.0 (addr 0xffffff7fa1d8f000, size 28672)

loaded kexts:

com.kaspersky.nke 2.4.7a10

com.kaspersky.kext.klif 3.6.15a55

com.apple.filesystems.smbfs 3.3.2

com.apple.driver.AppleMikeyHIDDriver 131

com.apple.fileutil 20.036.15

com.apple.driver.AudioAUUC 1.70

com.apple.filesystems.autofs 3.0

com.apple.driver.AGPM 110.25.11

com.apple.driver.ApplePlatformEnabler 2.7.0d0

com.apple.driver.X86PlatformShim 1.0.0

com.apple.driver.AppleUpstreamUserClient 3.6.5

com.apple.driver.AppleGraphicsDevicePolicy 3.50.15

com.apple.AGDCPluginDisplayMetrics 3.50.15

com.apple.driver.AppleHV 1

com.apple.iokit.IOUserEthernet 1.0.1

com.apple.driver.AppleHDA 282.54

com.apple.driver.AppleIntelBDWGraphics 12.1.0

com.apple.iokit.IOBluetoothSerialManager 6.0.14d8

com.apple.driver.pmtelemetry 1

com.apple.Dont_Steal_Mac_OS_X 7.0.0

com.apple.driver.AppleCameraInterface 6.8.0

com.apple.driver.eficheck 1

com.apple.driver.AppleThunderboltIP 3.1.2

com.apple.driver.AppleIntelBDWGraphicsFramebuffer 12.1.0

com.apple.driver.AppleLPC 3.1

com.apple.driver.AppleOSXWatchdog 1

com.apple.driver.AppleSMCLMU 212

com.apple.driver.AppleIntelSlowAdaptiveClocking 4.0.0

com.apple.driver.AppleBacklight 170.12.12

com.apple.driver.AppleMCCSControl 1.5.9

com.apple.driver.AppleUSBCardReader 456.260.3

com.apple.driver.AppleTopCaseHIDEventDriver 138.4

com.apple.driver.AppleVirtIO 2.1.3

com.apple.filesystems.hfs.kext 407.200.4

com.apple.AppleFSCompression.AppleFSCompressionTypeDataless 1.0.0d1

com.apple.BootCache 40

com.apple.AppleFSCompression.AppleFSCompressionTypeZlib 1.0.0

com.apple.AppleSystemPolicy 1.0

com.apple.filesystems.apfs 945.275.9

com.apple.driver.AppleAHCIPort 329.260.5

com.apple.driver.AirPort.BrcmNIC 1400.1.1

com.apple.private.KextAudit 1.0

com.apple.driver.AppleSmartBatteryManager 161.0.0

com.apple.driver.AppleRTC 2.0

com.apple.driver.AppleACPIButtons 6.1

com.apple.driver.AppleHPET 1.8

com.apple.driver.AppleSMBIOS 2.1

com.apple.driver.AppleACPIEC 6.1

com.apple.driver.AppleAPIC 1.7

com.apple.nke.applicationfirewall 202

com.apple.security.TMSafetyNet 8

com.apple.driver.AppleUSBAudio 315.6

com.apple.driver.usb.cdc 5.0.0

com.apple.kext.triggers 1.0

com.apple.driver.AppleGraphicsControl 3.50.15

com.apple.iokit.IOAVBFamily 760.6

com.apple.plugin.IOgPTPPlugin 740.2

com.apple.iokit.IOEthernetAVBController 1.1.0

com.apple.iokit.IOSkywalkFamily 1

com.apple.driver.AppleSSE 1.0

com.apple.driver.DspFuncLib 282.54

com.apple.kext.OSvKernDSPLib 528

com.apple.AppleGPUWrangler 3.50.15

com.apple.iokit.IOAcceleratorFamily2 404.14

com.apple.iokit.IOSurface 255.6.1

com.apple.driver.AppleHDAController 282.54

com.apple.iokit.IOHDAFamily 282.54

com.apple.driver.X86PlatformPlugin 1.0.0

com.apple.driver.IOPlatformPluginFamily 6.0.0d8

com.apple.iokit.IOSlowAdaptiveClockingFamily 1.0.0

com.apple.AppleGraphicsDeviceControl 3.50.15

com.apple.driver.AppleBacklightExpert 1.1.0

com.apple.iokit.IONDRVSupport 530.51

com.apple.driver.AppleSMBusController 1.0.18d1

com.apple.iokit.IOGraphicsFamily 530.68

com.apple.iokit.BroadcomBluetoothHostControllerUSBTransport 6.0.14d8

com.apple.iokit.IOBluetoothHostControllerUSBTransport 6.0.14d8

com.apple.iokit.IOBluetoothHostControllerTransport 6.0.14d8

com.apple.driver.usb.AppleUSBHub 1.2

com.apple.driver.usb.IOUSBHostHIDDevice 1.2

com.apple.iokit.IOAudioFamily 206.5

com.apple.vecLib.kext 1.2.0

com.apple.driver.usb.networking 5.0.0

com.apple.driver.usb.AppleUSBHostCompositeDevice 1.2

com.apple.driver.AppleHSBluetoothDriver 138.4

com.apple.driver.IOBluetoothHIDDriver 6.0.14d8

com.apple.iokit.IOBluetoothFamily 6.0.14d8

com.apple.driver.AppleMultitouchDriver 2450.1

com.apple.driver.AppleInputDeviceSupport 2440.4

com.apple.driver.AppleHIDKeyboard 208

com.apple.driver.AppleHSSPIHIDDriver 55.2

com.apple.iokit.IOSerialFamily 11

com.apple.filesystems.hfs.encodings.kext 1

com.apple.iokit.IOAHCIBlockStorage 301.270.1

com.apple.iokit.IOAHCIFamily 288

com.apple.driver.AppleThunderboltDPInAdapter 5.6.9

com.apple.driver.AppleThunderboltDPAdapterFamily 5.6.9

com.apple.driver.AppleThunderboltPCIDownAdapter 2.1.5

com.apple.driver.AppleThunderboltNHI 4.7.9

com.apple.iokit.IOThunderboltFamily 6.8.7

com.apple.iokit.IO80211Family 1200.12.2

com.apple.driver.mDNSOffloadUserClient 1.0.1b8

com.apple.driver.corecapture 1.0.4

com.apple.driver.usb.AppleUSBHostPacketFilter 1.0

com.apple.iokit.IOUSBFamily 900.4.2

com.apple.driver.AppleUSBHostMergeProperties 1.2

com.apple.driver.AppleHSSPISupport 55.2

com.apple.driver.AppleIntelLpssSpiController 3.0.60

com.apple.driver.AppleIntelLpssGspi 3.0.60

com.apple.driver.AppleIntelLpssDmac 3.0.60

com.apple.driver.usb.AppleUSBXHCIPCI 1.2

com.apple.driver.usb.AppleUSBXHCI 1.2

com.apple.driver.AppleEFINVRAM 2.1

com.apple.driver.AppleEFIRuntime 2.1

com.apple.iokit.IOSMBusFamily 1.1

com.apple.iokit.IOHIDFamily 2.0.0

com.apple.security.quarantine 3

com.apple.security.sandbox 300.0

com.apple.kext.AppleMatch 1.0.0d1

com.apple.driver.DiskImages 493.0.0

com.apple.driver.AppleFDEKeyStore 28.30

com.apple.driver.AppleEffaceableStorage 1.0

com.apple.driver.AppleKeyStore 2

com.apple.driver.AppleUSBTDM 456.260.3

com.apple.driver.AppleMobileFileIntegrity 1.0.5

com.apple.iokit.IOUSBMassStorageDriver 145.200.2

com.apple.iokit.IOSCSIBlockCommandsDevice 408.250.3

com.apple.iokit.IOSCSIArchitectureModelFamily 408.250.3

com.apple.iokit.IOStorageFamily 2.1

com.apple.kext.CoreTrust 1

com.apple.driver.AppleCredentialManager 1.0

com.apple.driver.KernelRelayHost 1

com.apple.iokit.IOUSBHostFamily 1.2

com.apple.driver.usb.AppleUSBCommon 1.0

com.apple.driver.AppleBusPowerController 1.0

com.apple.driver.AppleSEPManager 1.0.1

com.apple.driver.IOSlaveProcessor 1

com.apple.iokit.IOReportFamily 47

com.apple.iokit.IOTimeSyncFamily 740.2

com.apple.iokit.IONetworkingFamily 3.4

com.apple.driver.AppleACPIPlatform 6.1

com.apple.driver.AppleSMC 3.1.9

com.apple.iokit.IOPCIFamily 2.9

com.apple.iokit.IOACPIFamily 1.4

com.apple.kec.pthread 1

com.apple.kec.Libm 1

com.apple.kec.corecrypto 1.0

EOF

September 26, 2020

Hello @KasperskyCat,

Welcome!

➡ Carefully check:

Mac OS 18G5033, all updates have been applied?
Kaspersky Internet Security (KIS) for Mac hardware & software requirements?
List of applications incompatible with KIS for Mac?

➡ Recovery steps:

Uninstall KIS
Download and clean install KIS

➡ If issues persist, contact Kaspersky Technical Support , on the Support page, select your location, select Application use, then select from options: Online Chat (not available all locations), Phone (not available all locations), Submit a request → via your MyKaspersky account, fill in the template as in our image, however, make sure your OS & KIS version are correct; include as much detail as possible, when the problem started, what steps have been taken to diagnose & resolve.

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+1🐳

Disclaimer, we have no association with Kaspersky.

September 27, 2020

ok

September 27, 2020

Hello @KasperskyCat,

Welcome!

➡ Carefully check:

Mac OS 18G5033, all updates have been applied?

Kaspersky Internet Security (KIS) for Mac hardware & software requirements?

List of applications incompatible with KIS for Mac?

➡ Recovery steps:

Uninstall KIS

Download and clean install KIS

➡ If issues persist, contact Kaspersky Technical Support , on the Support page, select your location, select Application use, then select from options: Online Chat (not available all locations), Phone (not available all locations), Submit a request → via your MyKaspersky account, fill in the template as in our image, however, make sure your OS & KIS version are correct; include as much detail as possible, when the problem started, what steps have been taken to diagnose & resolve.

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+1🐳

Disclaimer, we have no association with Kaspersky.

Ok will do

Kaspersky keeps crashing on Macbook Air, everytime it goes into sleep mode / hibernates or when I’m about to turn it off.

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