Kaspersky needs to support better Windows Apps and Windows Store Programs

[iJohnnyCash]

Almost every day I have to close the Kaspersky which means that sometimes I forget to reopen it when I don't need anymore apps. Mostly the issues are with the messengers like Facebook Messenger and WhatsApp. For example, with active the Kaspersky, I can't send files through the WhatsApp.

Windows Apps path is like C:\Program Files\WindowsApps\[random string]\app\[app name].exe, with that random string to be changed from time to time. So, I have to add as trusted applications these programs again and again, or just kill the whole Kaspersky when I use these apps.

[Pops58]

All of the sudden last week Security Cloud blocked access to Microsoft Store. Created exclusion but it still won't allow it. I have to completely exit the program to access MS Store to update.

[Flood and Flood's wife]

Hello @iJohnnyCash & @Pops58, 

Welcome!

Please try this solution from @Igor Kurzin

1. Make sure Windows Hidden files, is checked/ticked, refer: View hidden files and folders in Windows?
2. Open Kaspersky app, select Settings⚙, select General, uncheck Enable Self-Defense, select Save, select Yes - to confirm the action.
3. Exit Kaspersky app - on the Windows taskbar or hidden icons, rightclick the Kaspersky icon, select Exit.
4. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\Report\ and delete the contents = all files and folders.
5. Start Kaspersky app.
6. Enable Self-Defense.
7. Shutdown the computer, using Shutdown, not Restart, power on, login.
8. Re-check the issue?

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

Thank you?
Flood?+?

[iJohnnyCash]

I do it, but nothing change really.

What I think is that Kaspersky Firewall UI needs a upgrade and became more compatible with Windows Store apps, especially cause the changing path after each app update.

[Flood and Flood's wife]

2 hours ago, iJohnnyCash said:

I do it, but nothing change really.

Hello @iJohnnyCash, 

You're most welcome!

IF Kaspersky Security Cloud is Premium Personal or Premium Family subscription, not Free, the 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?+?

[iJohnnyCash]

It is pretty clear what going on... Kaspersky didn't include exclusions for programs which are downloaded & installed from Windows Store. The path of these programs are changed during each update at least, so the user has to change the path very often. For example WhatsApp path now is like "C:\Program Files\WindowsApps\5392344A.WhatsAppDesktop_2.2301.4.0_x64__randomstring\WhatsApp.exe"

I did a few further notices. In the exclusions UI settings there are two choices one "manage exclusions" and the other "specify trusted application". In the section choice there is no to use as a path symbol as "?" or "*" (check this link). In the generic choice of "manage exclusions" you can use ? and *, but is not working maybe because you excluded only one file not the whole program.

[Flood and Flood's wife]

Hello @iJohnnyCash, 

You're most welcome!

1. We run WhatsAppDesktop_2.2301.4.0_x64 & do not have any issues, we do not have to create exclusions, we cannot replicate the issue. 
2. Have you configured the exclusion at the folder level? 
3. Export Kaspersky Security Cloud Settings, then Restore Kaspersky Security Cloud Settings to Default.
4. Do not import the original Kaspersky Security Cloud Settings. 
5. Shutdown the computer, using Shutdown, not Restart, power on, login.
6. Re-check the issue?
7. IF the issue persists & IF Kaspersky Security Cloud is Premium Personal or Premium Family subscription, not Free, the 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 9 hours ago by Flood and Flood's wife
Added 2 to 6.

[Bav]

I am battling with this right now. It is unbelievable in nearly 3 years, nothing has changed. Kaspersky is flagging a safe windows store app as malicious, and the path changes every time I install it after Kaspersky deletes it, so impossible to add to exceptions.

Kaspersky doesn't have windows app integration so apps come up in a list without browsing the drive, yet you can NOT access Microsoft store apps in explorer, not even with admin privileges. 10 hours I have wasted on this today, and now I am finding out that Kaspersky support is no better than AVG.

At least AVG and Bitdefender, you can easily add Microsoft store app exclusions. This is absolutely ridiculous. An app I rely on and used for years, and I disabled Kaspersky, ran the app for half an hour, closed the app then reenabled Kaspersky and did a FULL scan and of course it's all clear. If there was anything malicious in that half an hour I used it, Kaspersky full scan would say so. Malwarebytes real time was enabled so I had protection whilst Kaspersky was disabled, NO PROBLEMS. Full scans with MWB, ESET online scanner, Emsisoft, HouseCall, hours and hours of my time and all find it clean, and Kaspersky support are sending me through HOOPS an not understanding a single word I am saying.

They are telling me to upload the exe to an FTP even after I told them 10 times already that it's a windows store app.

Every time Kaspersky "disinfects" it, I need to restart and run full scan., I don't have any more free HOURS> I am over it right now, truly.

I would think if it was malicious, AVG internet security, which I tried for 30 days on my other laptop, and Malwarebytes premium which is on the same machine as Kaspersky (real time disabled if Kaspersky is enabled) has zero issue with it. Duh. Getting legitimately annoyed now.

I even ran traces they wanted me to run and it keeps failing to send, and then the reply from them was to do the same thing after I told them it failed. It's like I am talking to robots. 

 

 

 

[Flood and Flood's wife]

3 hours ago, Bav said:

I am battling with this right now. It is unbelievable in nearly 3 years, nothing has changed. Kaspersky is flagging a safe windows store app as malicious, and the path changes every time I install it after Kaspersky deletes it, so impossible to add to exceptions.

Kaspersky doesn't have windows app integration so apps come up in a list without browsing the drive, yet you can NOT access Microsoft store apps in explorer, not even with admin privileges.

10 hours I have wasted on this today, and now I am finding out that Kaspersky support is no better than AVG.

At least AVG and Bitdefender, you can easily add Microsoft store app exclusions. This is absolutely ridiculous. An app I rely on and used for years, and I disabled Kaspersky, ran the app for half an hour, closed the app then reenabled Kaspersky and did a FULL scan and of course it's all clear. If there was anything malicious in that half an hour I used it, Kaspersky full scan would say so. Malwarebytes real time was enabled so I had protection whilst Kaspersky was disabled, NO PROBLEMS. Full scans with MWB, ESET online scanner, Emsisoft, HouseCall, hours and hours of my time and all find it clean, and Kaspersky support are sending me through HOOPS an not understanding a single word I am saying.

They are telling me to upload the exe to an FTP even after I told them 10 times already that it's a windows store app.

I even ran traces they wanted me to run and it keeps failing to send, and then the reply from them was to do the same thing after I told them it failed. It's like I am talking to robots. 

Every time Kaspersky "disinfects" it, I need to restart and run full scan., I don't have any more free HOURS> I am over it right now, truly.

I would think if it was malicious, AVG internet security, which I tried for 30 days on my other laptop, and Malwarebytes premium which is on the same machine as Kaspersky (real time disabled if Kaspersky is enabled) has zero issue with it. Duh. Getting legitimately annoyed now.

Hello @Bav,

Welcome back!

1. Of course a Windows Store app can be uploaded to FTP, what's the drama? 
2. IF traces are failing to send upload to cloud & send a share link to Support. 
3. Support are there to help. 
4. Which Windows store app is it - name & version, & a proper explanation of the problem, we'd like to test?
5. Post the Kaspersky Report that shows the problem that Kaspersky has logged for the Windows store app, read: Reports window. 

Thank you🙏
Flood🐳+🐋

Edited 6 hours ago by Flood and Flood's wife
numbering

[Bav]

Hi and thank you

1) How? I can not access any windows store exes in explorer and have never been able to on any computer, in fact windows won't even allow me to browse the install folders

2) I asked them what to do since send wouldn't work, and I guess it got lost in translation as I did not understand their reply at all. My question was, is there a report file generated to disk somewhere that I can send you, since the automated send feature keeps failing? They did not answer that

3) Thanks

4)The problem is it's not free anymore, it's a dollar now. I offered to buy it for support, happily. I have had it on my system for years and suddenly Kaspersky doesn't like it. 8 second opinion scanners, with full scans that took many hours, all say it's fine (MWB, ESET, Emsisoft, Norton PE, Hitman Pro and others).

In fact I disabled Kaspersky as said and enabled Malwarebytes real time protection so I was not "naked" lol, left the app running for half an hour and pressed the buttons on it many times, and then I closed the app and reenable kaspersky. If there was actual malware on my system, Kaspersky would have gone nuts, plus I used it for the last month that kasperskyt wasn't installed, and if malicious, it would have infected my machine.

The app is this:
https://apps.microsoft.com/detail/9p70315qbf2r?hl=en-US&gl=US

I believe that because the app is purposely designed to lock the entire keyboard with a click of the button, Kaspersky's behavioural analysis is thinking it's malicious. it's the only thing that makes sense.

 

With reports, I am so sorry, I got upset and I used Revo to uninstall Kaspersky completely as I use that app on many games to instantly disable mouse if I am using a controller, or when I want to wipe the keyboard with a cloth (many times a day due to fingerprints which bother me a lot, it's a dark laptop), so now there's nothing kaspersky left on the machine and I have gone back to malwarebytes for malware/glasswire for firewall/spyshelter for webcam and mic monitoring for now. When I have time I can reinstall KAS and do it all again if it helps.

I do appreciate the reply, I really do. I was just frustrated because every time kaspersky blocked it, I could not ignore it, it forced disinfection and it took ages each time.

[Flood and Flood's wife]

4 hours ago, Bav said:

1) How? I can not access any windows store exes in explorer and have never been able to on any computer, in fact windows won't even allow me to browse the install folders

2) I asked them what to do since send wouldn't work, and I guess it got lost in translation as I did not understand their reply at all. My question was, is there a report file generated to disk somewhere that I can send you, since the automated send feature keeps failing? They did not answer that

3) Thanks

4)The problem is it's not free anymore, it's a dollar now. I offered to buy it for support, happily. I have had it on my system for years and suddenly Kaspersky doesn't like it. 8 second opinion scanners, with full scans that took many hours, all say it's fine (MWB, ESET, Emsisoft, Norton PE, Hitman Pro and others).

In fact I disabled Kaspersky as said and enabled Malwarebytes real time protection so I was not "naked" lol, left the app running for half an hour and pressed the buttons on it many times, and then I closed the app and reenable Kaspersky. If there was actual malware on my system, Kaspersky would have gone nuts, plus I used it for the last month that Kaspersky wasn't installed, and if malicious, it would have infected my machine.

The app is this:
https://apps.microsoft.com/detail/9p70315qbf2r?hl=en-US&gl=US

I believe that because the app is purposely designed to lock the entire keyboard with a click of the button, Kaspersky's behavioural analysis is thinking it's malicious. it's the only thing that makes sense.

 

With reports, I am so sorry, I got upset and I used Revo to uninstall Kaspersky completely as I use that app on many games to instantly disable mouse if I am using a controller, or when I want to wipe the keyboard with a cloth (many times a day due to fingerprints which bother me a lot, it's a dark laptop), so now there's nothing Kaspersky left on the machine and I have gone back to Malwarebytes for malware/glasswire for firewall/spyshelter for webcam and mic monitoring for now. When I have time I can reinstall KAS and do it all again if it helps.

I do appreciate the reply, I really do. I was just frustrated because every time Kaspersky blocked it, I could not ignore it, it forced disinfection and it took ages each time.

Hello @Bav, 

You're welcome!

Thank you for the information!

1. Use Safe Mode.
2. IF something 'gets lost in translation' ask again & again until (you're) understood; the Community cannot solve this problem - you *must* work with Support. 
3. Kaspersky blocked it for us; we didn't have to *endure* a forced disinfection or any other downtime, no dramas at all; it was seamless.
4. Did (you) share this with Kaspersky Customer Service, IF the answer is NO! Why not? 
5. The *only* report Kaspersky support need are the file detection, shown above & they'll still need the executable - how they get that is up to you & them to sort out; but, the sooner (you) do, the sooner (you're) on the road to getting the issue answered.  
6. It's irrelevant (to us) IF (you) install Kaspersky again or not - it's not going to help us, we don't have the problem; (you) do. 

Thank you🙏
Flood🐳+🐋

Edited 1 hour ago by Flood and Flood's wife
spelling

[Berny]

@Bav

4 hours ago, Bav said:

I can not access any windows store exes in explorer

Did you try this path (Safe Mode) 🤔