KIS Prevents a Company's App from Logging in

[Ghassan]

Just as the title says, and in order to login normally, I have to pause protection. This only happens on the laptop I'm using at work, but it doesn't happen on the PC I use at home.

I tried adding the app to the exclusion list through "Manage exclusions", but to no avail. I tried adding it to the trusted list through "Specify trusted applications", it doesn't do anything when I click ok the first time after adding the app, but when I click it again, KIS crashes and restarts .

The error message is attached for more info.

[Flood and Flood's wife]

Hello @Ghassan, 

Welcome!

1. Which KIS version & patch(x), x=letter, on the Windows Taskbar or hidden icons, rightclick the Kaspersky icon, select About? 
2. In KIS Reports, are there any errors related to the issue? 
3. MHSAEPassportScan is not a Kaspersky error report, where is it from? 
4. Post a text copy to cloud & post the share link, of the MHSAEPassportScan error report?
5. *As a test only*, if Do not scan encrypted connections is turned OFF - what happens? 
6. IF the app is added to: Network settings, Encrypted connections scan, Trusted applications, what happens?
7. In File Anti-Virus, has the app been added as a Trusted app & or Exclusion?  
8. What does (your) IT support @ work say about the issue? 

Please let us know?

Thank you?

Flood?+?

Edited July 2, 2022 by Flood and Flood's wife

[Ghassan]

Hello @Flood and Flood's wife and thank you for the welcome!

I added everything you asked as best as I could, and hopefully it'll help:

1- 21.3.10.391 (i).
2- Reports show nothing related to the issue.
3- MHSAEPassportScan is the exe's file name of the company's program we use at work.
4- https://drive.google.com/file/d/1suC26-khacBDfLIubj86CoQ7jdwXUFm6/view?usp=sharing
5- Same thing, I click ok for the first time, nothing happens, I click ok again, KIS crashes.
6- I added every instance of the app in the trusted apps, still nothing changes.
7- KIS crashes and restarts, same thing.
8- My IT has no idea what the problem is.

[Flood and Flood's wife]

Hello @Ghassan, 

You're most welcome!

Thank you for the information?!

1. So, just to confirm, you've changed MHSAEPassportScan from Low restricted, as shown in the KIS Report, to Trusted - correct? 
2. Is MHSAEPassportScan app, something like authentication software for your workplace? 
3. Has KIS been uninstalled, saving License information only & then clean installed, while you've been at your workplace & already past the login of MHSAEPassportScan? 
4. Scan MHSAEPassportScan exe using https://opentip.kaspersky.com/ & post the result here please? 
5. Post the MHSAEPassportScan report (in your first post) as a text file (upload to cloud) & post the share link please? 

Please let us know?

Thank you?

Flood?+?

Edited July 2, 2022 by Flood and Flood's wife

[Ghassan]

24 minutes ago, Flood and Flood's wife said:

Hello @Ghassan, 

You're most welcome!

Thank you for the information?!

1. So, just to confirm, you've changed MHSAEPassportScan from Low restricted, as shown in the KIS Report, to Trusted - correct? 
2. Is MHSAEPassportScan app, something like authentication software for your workplace? 
3. Has KIS been uninstalled, saving License information only & then clean installed, while you've been at your workplace & already past the login of MHSAEPassportScan? 
4. Scan MHSAEPassportScan exe using https://opentip.kaspersky.com/ & post the result here please? 
5. Post the MHSAEPassportScan report (in your first post) as a text file (upload to cloud) & post the share link please? 

Please let us know?

Thank you?

Flood?+?

I should've thought of 3 before. I uninstalled and reinstalled KIS, and the issue seems to be fixed, even after a couple of restarts of the laptop, the issue doesn't seem to appear anymore.

I'll keep monitoring for any further problems (hopefully none will occur).

Much appreciated for your help... ?

[Flood and Flood's wife]

Hello @Ghassan, 

You're most welcome!

Sometimes it's just another pair of eyes looking at or thinking thru the issue, thank you for taking the time to let us know it's resolved, we're delighted with the outcome?‍♂️

Thank you?

Flood?+?