Kaspersky protected browser and chrome extension stopped working

[anubis_gp]

Hello,

One or two weeks ago Kaspersky chrome extension stopped(greyed out) working on my pc. Mainly I use chrome. But it appears to be greyed out in Microsoft edge too. And yesterday protected browser option stopped working on both chrome and edge browsers. I have 3 separate chrome accounts for work, personal stuff etc. It doesn't work in any of these accounts. Tried to reinstall the extension but it doesn't work.  
My specs are - Windows 10 21H2, Kaspersky total security(21.3.10.391).  AMD 5950x, 32GB ram.  
I tried to rename the safeBrowser Common folder but no luck. Issue still persist. I have another pc with windows 10, Kaspersky internet security. It partially work on some browsers on that pc.
Can anyone please help me to fix this issue ? I have reached out to customer support but they haven't responded to me yet. 

Another thing that I have noticed is, Kaspersky chrome extension doesn't appear on chrome webstore search result. I can only find it using the link provided in the Kaspersky notification center.

Thanks. 

[Flood and Flood's wife]

Hello @anubis_gp, 

Welcome!

1. After you've logged an incident & received an *automated* email, with an Incident reference number - Kaspersky Customer Service may take between 48 hours & up to 5 business days to respond. 

2. Have you received an *automated* email, with an Incident reference number beginning with INC000? 

3. 

https://chrome.google.com/webstore/detail/kaspersky-protection/ahkjpbeeocnddjkakilopmfdlnjdpcdm

• Do the following, follow the *linked* documentation carefully:

4. For all Browsers - run Reset settings. 

5. Exit *all* browsers, do not restart ATM. 

6. Uninstall KTS, during the process (you'll) be given the option to save data & tick check boxes - do NOT tick any boxes EXCEPT Save License data - leave every other check box empty/blank -> allow the uninstall Wizard to complete. 

7. Download a new KTS installer: Kaspersky Total Security for Windows®

8. Install & configure KTS & the extensions.

9. Recheck the 'Kaspersky protected browser and chrome extension' issues; if they persist, wait for Kaspersky Customer Service to contact you. 

Please share the outcome with the Community? 

Thank you?
Flood?+?

Additional resource:

How to enable the Kaspersky Protection extension in Google Chrome, Mozilla Firefox, Microsoft Edge based on Chromium

Edited April 17, 2023 by Flood and Flood's wife
pn

[anubis_gp]

Thank you for help. 
01.02. yes I have received an automated email.  It has been 12 hours so I was bit worried.

03. Tried this and sadly it didn't work. 

04. I was bit hesitant to reset browsers because I have to login to websites again.

08. Do I need to insert the license key again ?  or will it be activated automatically ? 

Will share my feedback once I able to solve this issue.

Again, Thank you for helping me out.
 

[Flood and Flood's wife]

Hello @anubis_gp, 

You're most welcome!

Thank you for posting back & the extra questions!

1. & 2. 12 hours accounts for the incident to go thru the initial stages of processing; do not worry, support will be in touch. IF *after* 5 days, you've not had a Kaspersky human contact (you) via email; post back the Incident reference number please?

3. Was not an instruction for you to try - it was simply showing you the Chrome extension *is* available - in response to (your) comment: "Another thing that I have noticed is, Kaspersky chrome extension doesn't appear on chrome webstore search result."

4. Please perform the Browser reset - it's part of the recovery process!

8. No, you do not need to insert the license key again. IF (you) follow the documentation & (our) instructions carefully: As we said above "during the Uninstall process (you'll) be given the option to save data & tick check boxes - do NOT tick any boxes EXCEPT Save License data - leave every other check box empty/blank -> allow the uninstall Wizard to complete." -> this makes sure the key/activation code/license information - is SAVED - in (your) MyKaspersky account - AFTER (you) install KTS & synchronize the KTS app with (your) MyKaspersky account = sign into (your) MyKaspersky account *from* the KTS app, the app will authenticate automatically. 

Thank you?
Flood?+?

Edited April 17, 2023 by Flood and Flood's wife
pn

[anubis_gp]

Hello again,

Thank you so much for your further assistance.  Customer support also sent me an email. 

I only had to reinstalled Kaspersky. I have installed another version called Kaspersky plus(previously I had total security) as customer supported requested. 

Thanks again for helping me out. Have a nice day !