Kaspersky Plus quits unexpectedly

[MorSe Dude]

When using my computer, at apparently random times, the icon disappears from the taskbar, and the PC tells me Windows will be taking over. Sometimes the avpui.exe process is still running, sometimes it's gone.

But it seems pretty much that the system runs unprotected from that time on.

Only thing that helps is reboot the PC, after which the icon reappears.

Since it seems random, i can't reproduce it happening, but would love to have a solution.

Oh, the usual suspects are already eliminated, like bad sectors, corrupt windows files, that sort of thing...

 

eternal + 2 days of gratitude for the winning solution!

Edited September 14, 2023 by MorSe Dude

[harlan4096]

Welcome to Kaspersky Community.

 

Please provide exact version of OS and K. product installed.

[MorSe Dude]

Windows 11 Enterprise 22H2 (22621.2134)

Kaspersky Plus 21.14.5.462

Edited September 14, 2023 by MorSe Dude

[harlan4096]

Hum that's a weird behavior, since I also use W11 + KPremium 21.14 and is running smoothly...

 

Check the health of Your main system hard disk, run a ScanDisk and/or some kind of surface test -> Hard Disk Sentinel.

 

Also, is there any other security solution installed in the system that may be causing an incompatibility issue with K.?

[MorSe Dude]

as said, i've already checked the usual suspects, physical issues can be ruled out.
other security solutions.... the only thing is a NordVPN subscription, which isn't active (also not as a background service), so I guess we can discard that?

[harlan4096]

?weird... maybe a corrupted installation? Did You upgrade to KPlus overwriting a previous product like KTS and/or KSCloud?

 

Try to uninstall, and make a new clean install.

[MorSe Dude]

that was an upgrade from KIS, affirm.
the weird thing is it's working fine up until a certain point, can be hours, but also days.

I'll see if I can back up my config and do a clean install!

[MorSe Dude]

clean install done..... crossing fingers and stuff

[MorSe Dude]

FTM everything seems to work fine. my settings were retained, and the avpui.exe process hasn't disappeared since the reinstall. I'm not gonna close this for a few more days, because sometimes it took a bit longer, but it's looking promising, thank you, @harlan4096

[MorSe Dude]

Sorry @harlan4096, just noticed the process is gone again..... :s

 

[harlan4096]

That's a very weird behavior, something in Your system seems not so healthy or there is some kind of incompatibility with some app maybe causing KPlus crashing.

 

You better contact with official K. Support and explain Your issue, probably They will request You to send K. product traces, etc.

[MorSe Dude]

wilco!

thx for the assistance, @harlan4096!

 

[Richchad]

@MorSe Dude I have exactly the same problem using Kaspersky Plus Version 21.15.8. 493 (a) with Windows 11.

Did you get a resolution from Kaspersky Support for the problem so hopefully I won't have to also go through the long process with K support?

Thanks in advance.

[gtrabach]

I have the exact same problem. Kaspersky Plus 21.15.8.493(a) with Windows 10 22H2.

If I remember correctly, this problem started occurring after the last Kaspersky Plus software update a few weeks ago, since then it has occurred at least once a day.

[harlan4096]

When do You say "Sorry, noticed the process is gone again..." What do you mean? What process? Can You post a capture?

[nexon]

Sorry for jumping into thread... 

Similar problem I can confirm...

Scheduled full scan (for example every month 1st). When i see 99% (few minutes) then kaspersky crashing (automatically closes main window and icon on the taskbar). After this is kaspersky automatically restarted. 

Problem is when I have set it to automatic full scan schedule (scanning over 1 200 000 files). 

When i do manuall full scan then scan finished without problems. 

I will watch it and enable traces when I reach 98% and more. 

EDIT : MR16 also crashing on 99% if scanning big files like ISO etc. Tech Support now know about this and it is registered as bug. It will be fixed but they need more time because problem is complex.

Edited February 9, 2024 by nexon

[gtrabach]

Hi everyone, sorry for bumping this thread after so many time.

In contact with the tech support and after sending them a lot of traces files, they identified the problem as a bug.

They fixed with and launched this fix with version 21.16.6.

Since then, I don't have this problem anymore, so, for me it's fixed after updating to 21.16.6.

[nexon]

Thanks for info.

I am on 21.16.6 and today was restarted random... I remember i had runed rootkit scan and i did sometihing in intrussion prevention (cleanup) and after this main gui closed (from taskbar icon also). And i see starting screen loading kaspersky. Restarted automatically..

[Havokdan]

I also suffer from the same problem since last year, I use:

Edição    Windows 10 Pro
Versão    22H2
Instalado em    ‎22/‎08/‎2023
Compilação do SO    19045.4123
Experiência    Windows Feature Experience Pack 1000.19054.1000.0

Kaspersky Plus 21.16.6.467

 

Kaspersky only works again if I restart my notebook.

Edited March 4, 2024 by Havokdan

[nexon]

@Havokdan Which problem do you have with kaspersky? While scanning or simply crash?
* See my previous comment --> some instability will be fixed in MR17 which is currently in BETA phase and will be released soon.

[Havokdan]

I generally leave my notebook on for 24 hours, so every time the problem occurred, it was when I woke up, Kaspersky was no longer in the system tray, there was no process in the Windows task manager, I clicked to start Kaspersky, however, nothing happened , just restarting for Kaspersky to work again.

[iuaFSIUNfyaUYF731]

On 3/4/2024 at 7:19 AM, nexon said:

@Havokdan Which problem do you have with kaspersky? While scanning or simply crash?
* See my previous comment --> some instability will be fixed in MR17 which is currently in BETA phase and will be released soon.

 

Is there any update on the "MR17" update? I certainly have many, many large files on the filesystems being scanned if that's the case.

I've been experiencing this issue for what feels like a year or more now. Exact same symptoms as commonly reported over the last year or two. Full scan will always cause an application crash however, even when manual. System idle for many days will eventually cause a crash. Sometimes application can recover, other times application will fail to launch due to what appears to be the Kaspersky windows service locking up and cannot be restarted or stopped due to security and requires a reboot.

I'm not totally comfortable submitting traces and have been watching from the sidelines.

 

[mborghi]

Any news on this issue? I have the same problem after upgrading from KIS to KPlus. Sometimes the desktop icon does not appear in the taskbar and if I launch it manually it goes red and then quits.

[nexon]

@mborghi Issue is already fixed a long time ago. I have no problem with scanning a large iso files etc..
You upgraded from KIS to K PLus i would recommend you should do clean install of K PLus.

[mborghi]

22 hours ago, nexon said:

@mborghi Issue is already fixed a long time ago. I have no problem with scanning a large iso files etc..
You upgraded from KIS to K PLus i would recommend you should do clean install of K PLus.

I may try that, thanks!