KES Cloud Plus 11.3 - Timeout Elapsed error

[Support ICT]

KES Cloud - Timeout elapsed

Hi, we tried installing Kaspersky Endpoint Security Cloud 11.3 for Windows on a Win 10 Pro computer, but the installation kept going on for almost 1 hour + until it finally showed the “timeout elapse” error as shown in the picture. 

I had tried, creating a new clean user profile altogether, ran the installer there. But the same thing occurred. Installation went on for 1 hour + until the error appeared again. 

OS: Windows 10 Pro
License: Kaspersky Endpoint Protection Cloud Plus

Anyone experience similar case before or has any solution?

[Guest #37]

Hi,

Please upload the getsysteminfo (gsi) of the computer with this error using the latest available version of it.

To generate the getsysteminfo (gsi) check this link: https://support.kaspersky.co.uk/common/diagnostics/3632#block7

Getsysteminfo (GSI) direct download: http://media.kaspersky.com/utilities/ConsumerUtilities/GetSystemInfo6.2.zip

Regards

[Support ICT]

Apologies for the late reply. Here is the GSI report of the said computer.

[Guest #37]

Hi,

Please uninstall completely incompatible software: Bitdefender Endpoint Security v5.1.11, Bitdefender Endpoint Security Tools 6, …

Reboot computer and try again.

Regards

 

[andrew75]

@Support ICT, Remove Bitdefender Endpoint Security Tools using the uninstall tool

[Support ICT]

There was no Bitdefender Endpoint Security Program on the computer. I only managed to find a Bitdefender folder in C: > Program Data . I tried deleting it but still encounter same problem, time elapsed error after 1 hour. :(

 

[Guest #37]

Hi,

Upload a new gsi for review.

Also you can try with this uninstall tool: http://download.bitdefender.com/SMB/Hydra/release/bst_win/uninstallTool/BEST_uninstallTool.exe

Regards

[Support ICT]

Here is the latest GSI

[Guest #37]

Hi,

Disable completely Windows defender antivirus, and try to install KES v11.3 again.

Review windows event logs, errors not related with Kaspersky.

Error	2020/05/21 05:07:39	ESENT	Logging/Recovery	454	Application	N/A
Message : taskhostw (9408,R,0) WebCacheLocal: Database recovery/restore failed with unexpected error -501.
	Error	2020/05/21 05:07:39	ESENT	Logging/Recovery	465	Application	N/A
Message : taskhostw (9408,R,0) WebCacheLocal: Corruption was detected during soft recovery in logfile C:\Users\Ain\AppData\Local\Microsoft\Windows\WebCache\V01.log. The failing checksum record is located at position . Data not matching the log-file fill pattern first appeared in sector isec 54 reason ValidSegmentAfterEmpty. This logfile has been damaged and is unusable.

Etc...

 

If is posible install more physical memory (Total physical memory: 4094.03 Mb not enought in my personal opinion (at least 16 Mb).

If still doesn´t work then please open a support ticket in Kaspersky Company Account, attach a new gsi for review.

Regards