Kaspersky total security stoped working and isn't opening

[Tamid]

Kaspersky  total security stoped working and  isn't opening and I can't get the files under data protection. Please help. I work wit

h windows 10. It is stuck on loading window.

[andrew75]

@Tamid, please, provide a GSI report

[Tamid]

Hi

I have tried to run a GSI report. I did it twice and each time it doesn't generate a report bur asks me to restart the process.

 

[Berny]

@Tamid Please disable “Include Windows Event Logs” ?

[andrew75]

@Tamid, when you see this message, you do not need to click the "Restart" button, just close this window.
You will find the file “GSI_DESKTOP ...” in the folder C:\users\tami\Documents\
This file should be attached to the next message.

 

[Tamid]

O.k got it thank you. Here is the log

[andrew75]

@Tamid, remove leftover McAfee programs using the McAfee Consumer Product Removal tool

 

Possibly incompatible software or hardware is found:

 

KernelDriver

McAfee Inc. mfeaack

mfeaack

system32\drivers\mfeaack.sys

Normalized driver file name is:

C:\WINDOWS\system32\drivers\mfeaack.sys

Driver file exist: False

 

KernelDriver

McAfee Inc. mfeelamk

mfeelamk

system32\drivers\mfeelamk.sys

Normalized driver file name is:

C:\WINDOWS\system32\drivers\mfeelamk.sys

Driver file exist: False

 

Win32ShareProcess

McAfee Home Network

HomeNetSvc

"C:\Program Files\Common Files\McAfee\Platform\McSvcHost\McSvHost.exe" /McCoreSvc

 

Win32OwnProcess

McAfee AP Service

McAPExe

"C:\Program Files\McAfee\MSC\McAPExe.exe"

 

Win32OwnProcess

McAfee Activation Service

McAWFwk

C:\Program Files\Common Files\McAfee\ActWiz\McAWFwk.exe

 

Win32ShareProcess

McAfee Boot Delay Start Service

mcbootdelaystartsvc

"C:\Program Files\Common Files\McAfee\platform\McSvcHost\McSvHost.exe" /McCoreSvc

 

Win32ShareProcess

McAfee OOBE Service2

McOobeSv2

"C:\Program Files\Common Files\McAfee\platform\McSvcHost\McSvHost.exe" /McCoreSvc

 

Win32ShareProcess

McAfee Platform Services

mcpltsvc

"C:\Program Files\Common Files\McAfee\platform\McSvcHost\McSvHost.exe" /McCoreSvc

 

Win32ShareProcess

McAfee Proxy Service

McProxy

"C:\Program Files\Common Files\McAfee\platform\McSvcHost\McSvHost.exe" /McCoreSvc

 

Link to GSI report.

[Tamid]

But what about all the files I have stored in the Kaspersky Data protection, will they be deleted?

 

[Tamid]

Hi, I ran the  McAfee Consumer Product Removal tool and restarted my computer. However, it didn’t solve the problem. Attached is a GSI report I did after the removal tool.

[andrew75]

@Tamid, write in more detail, after which the problem began.
Have you tried to install the new version of Total Security yourself?

 

"C:\ProgramData\Kaspersky Lab\kl-setup-2019-09-15-10-11-28_PURE.20.0.14.1085.log"     Modified:15/09/2019 10:12:13
"C:\ProgramData\Kaspersky Lab\kl-setup-2019-09-15-10-12-14_PURE.20.0.14.1085.log"     Modified:15/09/2019 10:12:14
"C:\ProgramData\Kaspersky Lab\kl-setup-2020-09-09-20-19-43_PURE.21.1.15.500.log"     Modified:09/09/2020 20:21:06
"C:\ProgramData\Kaspersky Lab\kl-setup-2020-09-09-20-21-06_PURE.21.1.15.500.log"     Modified:09/09/2020 20:21:07

---

ProductName:Kaspersky Total Security
ProductVersion:20.0.14.1085
ProductStatus:release
Localization:en
ProductHotfix:a.b.c.d.e.f.g.h.i.j.k.l
----------------------------------------------------------------------------------------------------
ProductName:Kaspersky Total Security
ProductVersion:21.1.15.500
ProductStatus:release
Localization:en

 

[Tamid]

Hi,

My computer was automatically shut down, probably because of a window update. After I couldn’t start Kaspersky for several attempts including restarts and from window specifications, and after writing to Kesparsky support and not getting any reply for a couple of days I tried to install a newer version which didn't improve the situation. I have hundreds of files in the data protection section of Kaspersky, years of work.  I have to retrieve the files. 

[andrew75]

@Tamid, before taking any action, I recommend making a copy of the data vault file (this is a file with the extension *.kde).

Now you have two versions of Kaspersky Total Security installed at the same time (20th and 21st).

You need to uninstall both of these versions. Through "Add or Remove Programs" (if possible) and using the kavremover utility.
Make sure you have an activation code first.

After restarting your computer, you need to install the 21-st version of Total Security.
After installing the program, you can connect the previously created data vault to it. As written here. 

[Tamid]

 

[Tamid]

Hi  andrew75,

Thank you for your help. unfortunately the solution that you offered didn’t work. I have tried it several times with the same result. of course I rebooted but it was the same result. 

 

[andrew75]

@Tamid, use kavremover - https://support.kaspersky.com/common/uninstall/1464#block1

[Tamid]

Secccuss, Success, Thank you andrew75, finally, got rid of the problem and regain my Data protection files,

Thank you so much for your patience.