kaspersky password manager unable to sync

[Alaa_0005]

I have kaspersky premium subscription. and after i renew my subscription kaspersky password manager show no password any more. I have a super internet connection. But I cannot Sync my kaspersky password manager on my Pc. Its shows unable to sync. I try complete uninstall and reinstall Kaspersky Password Manager but its not working. Kindly need your help. I attached screenshot for your reference.

[Flood and Flood's wife]

4 hours ago, Alaa_0005 said:

• I have Kaspersky premium subscription.
• after i renew my subscription Kaspersky password manager (KPM) show no password any more.
• I have a super internet connection.
• I cannot Sync my Kaspersky password manager on my Pc.
• Its shows unable to sync.
• I try complete uninstall and reinstall Kaspersky Password Manager but its not working. 

 

Hello @Alaa_0005

Welcome!

• Please provide:

1. Windows 11  *build* number -> in Windows Search, type WINVER - open the WINVER app, post back what is shown in the WINVER app please?
2. Which Kaspersky password manager *version* - on Windows, Taskbar, *Hidden icons*, right-click the Kaspersky Password Manager, select About -> post back the information shown on the About screen please? 
3. Which Kaspersky Premium *version*, *do the same check - but right-click the Kaspersky icon, select About -> post back the information shown on the About screen please? 
4. Do (you) reside in the United States? IF 'yes', please read:  Guide on Kaspersky software availability in the United States. 

Post back please?

Thank you🙏
Flood🐳+🐋

Edited February 3 by Flood and Flood's wife
formatting

[Alaa_0005]

1. Windows 11 Pro Ver 24H2 OS Build 26 100.3037
2. Kaspersky password manager Ver 25.0.0.225/1736851616_7642/1.1.0.2_1
3. Kaspersky Premium Ver 21.20.8.505
4. im in Germany 

[Flood and Flood's wife]

12 hours ago, Alaa_0005 said:

1. Windows 11 Pro Ver 24H2 OS Build 26 100.3037
2. Kaspersky password manager Ver 25.0.0.225/1736851616_7642/1.1.0.2_1
3. Kaspersky Premium Ver 21.20.8.505
4. im in Germany 

 

Hello @Alaa_0005,
Thank you for the information!

We've checked with Kaspersky support; there does not appear to be any system-wide-outages that could account for the sync issue & our syncs & various other people we've checked with are all syncing; indicating the problem impacting (you) may be localised... 

Please do the following steps in order:

1. Create a System Restore Point, read: How to create a restore point in Windows
2. Create a KPM Back up, read: Create Copy  
3. Make sure (you) have (your) MyKaspersky account password -> *sign-out* of the KPM application, then, on the Windows Taskbar, *Hidden icons*, right-click* KPM icon & select QUIT 
4. Double check Windows, make sure there's no outstanding updates? IF there are please apply them. 
5. Shutdown the computer using SHUTDOWN, not Restart, leave the computer powered OFF. 
6. Make sure (you) have the Router password, power OFF the Router & leave it OFF. 
7. Remove power cables from computer & router.
8. Remove network cable(s) from computer & router.
9. ***Now work backwards, reconnect Router network & power cables, when router lights are stable, connect network cables to computer & connect power cables to computer - then - power on the computer by pressing the power button - login. 
10. Start KPM (if not already running), login, re-check original sync issue? IF it persists, log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - select either Email or Chat, then fill in the template as shown; include a *detailed history*; Support may request logs, GSI & other data; they will guide you. 
*Also* -> IF using Chat - *before* ending the chat -> ask the operator to email (you) a copy of the chat transcript - otherwise (you'll) have no record of the chat*   

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

Thank you🙏
Flood🐳+🐋

Resource:

Sync data across devices

Edited February 4 by Flood and Flood's wife
formatting