KSK not detecting device activity occasionally

[Dad]

Hi, I have KSK premium installed on my child’s Windows 10 laptop. Occasionally KSK does not recognize device activity even when it is being used and connected to the internet. I have disabled antivirus apps on the laptop. And any schedule restrictions i specify do not work. How can I trouble shoot this? Thanks.

[Flood and Flood's wife]

Hello @Dad, 

Welcome!

• Disabling AntiVirus, on any device accessing the internet, is not recommended, unless for testing/troubleshooting, certainly not as an ongoing solution. 

1. Is the “any schedule restrictions I specify do not work” a persistent issue or intermittent? 
2. Have any network checks been done? 
3. Which anti-virus is installed?
4. Does the laptop meet recommended requirements - check: System requirements for Kaspersky Safe Kids for Windows? 
5. Which Windows 10 version & build,  in Windows 🔎 search, type     winver   - the popup will display the required information
6. Which patch(x) is KSK up to → on the Windows taskbar, highlight the KSK icon, a tiny popup will show version & patch(x) or right-click the KSK icon, select About, a popup window will show version & patch(x)     x = letter
7. Has KSK been uninstalled according to documentation & clean installed according to documentation?  

• Run a GSI & Windows Logs & post back please? 

Thank you🙏

Flood🐳 +🐋

[Dad]

Thanks. Turns out that the laptop was reset and new accounts set up. That is the issue … sorry to waste your time.

[Flood and Flood's wife]

Hello @Dad 

Thank you for the update👌
No trouble whatsoever, we're delighted the issues are resolved☺ !

• Moving forward, please ensure the installed anti-virus is active whenever the internet is used. 

Thank you🙏

Flood🐳 +🐋