LOT OF PROBLEMS Major Issue: Applications Stop Working on Android Devices After Recent VPN Upgrade (Gmail, Maps, Authenticator, OTP, etc.) - Urgent Fix Needed

[TINATINA]

Following the recent upgrade of Kaspersky VPN to new servers, partner companies, and providers, many applications on Android mobile phones and tablets that were previously working perfectly and continuously before the upgrade are now non-functional. These include Gmail, Maps, Google Earth, application downloads, Google and Microsoft Authenticator apps, receiving messages via SMS, receiving OTP messages for bank transaction confirmations, and many others.

If you disconnect from the Kaspersky VPN, everything works perfectly. If even a free VPN is selected, everything works perfectly.

I have already installed and reinstalled the newest version of the application, just as I have uninstalled and reinstalled Kaspersky Premium at least 5 times using the link provided to me by the technical support/help desk. However, the problem persists, and it does not work in any of the reinstallation attempts.

Until the upgrade, I was using Double VPN in the United States, specifically across two cities: Washington and New York. Now, after you removed this feature, I select New York, but the issues I mentioned previously still persist (the applications listed above do not work).

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Do not burden your customers with a plethora of incomprehensible and complicated technical actions for simple users of your application. PROVIDE a solution to the problem that you, through your actions and changes, have massively caused to your customers. There are dozens of much better VPN applications out there with many more provided features and functionalities—including Double VPN (a feature you discontinued). You will lose customers who are now struggling because you chose to make changes without the necessary prior preparation for problems that would arise from such a change while the system was in operation.

[Flood and Flood's wife]

1 hour ago, TINATINA said:

1. just as I have uninstalled and reinstalled Kaspersky Premium at least 5 times using the link provided to me by the technical support/help desk. However, the problem persists, and it does not work in any of the reinstallation attempts

Hello @TINATINA, 

Welcome!

1. Please post the incident reference number that's been logged for (yr) case, it's prefixed with INC0000?

Thank you🙏
Flood🐳+🐋

[Berny]

@TINATINA Welcome.

6 hours ago, TINATINA said:

Double VPN

At this time, some options are not available, but these options are in the product development plans

 

[TINATINA]

7 hours ago, Flood and Flood's wife said:

Hello @TINATINA, 

Welcome!

1. Please post the incident reference number that's been logged for (yr) case, it's prefixed with INC0000?

Thank you🙏
Flood🐳+🐋

Hello,thank for your  answer,

Thank you for your interest. I do not have a case code to provide from the Kaspersky PURE help desk. As I have already written to you, I uninstalled and reinstalled Kaspersky Premium on my Android phones 5 times, and the VPN either does not work or is malfunctioning, and cannot operate with all the aforementioned Android applications (from my previous message).

The customer is simply a user of fully functional applications. The customer is not a technician to have knowledge of all the steps listed below, which your engineers suggest for a potential resolution. The customer cannot dedicate their valuable time to providing support to a company that should have tested beforehand and be 100% sure that the applications it provides function absolutely perfectly, as they did before your last upgrade.

The steps indicated to me are the following, and I have not performed them, nor will I do so, because I consider this not to be my job. They are too complicated for my knowledge, and I am not obligated to perform them.

You have heard and read that your customer has these problems; let your excellent engineers think about what could be causing all this confusion on an Android phone. I had no problems whatsoever before your upgrade.

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Technical Steps Provided by Kaspersky (Refused by User):

B) If the problem persists, please send us an AIDA report and the diagnostic version logs of Kaspersky, from the device in question:

B.1. AIDA Report: To do this, download the free utility "AIDA64 (by FinalWire Ltd.)": https://play.google.com/store/apps/details?id=com.finalwire.aida64

1. Once the download is complete, run the file. Click the three-dot button in the top right of the device.

2. Click the "Send report via email" option and send the report results to your inbox.

3. Then, open your inbox and look for the generated report (it is usually an email with the subject "AIDA64 Report for Android v2.XX").

4. Copy the entire report, paste it into the already open Kaspersky email reply, and then click "Send."

B.2. Kaspersky Diagnostic Version Logs: Steps:

1. Uninstall the current version of the Kaspersky application from your device: https://support.kaspersky.com/help/Kaspersky/Android_11.128/fr-FR/71927.htm

2. Disconnect your device from your account (important): https://support.kaspersky.com/KPC/1.0/fr-FR/95350.htm

3. Restart your device, then install the English language Kaspersky Debug (diagnostic version) application from this link: http://cas.pr/KIS_debug

4. After launching the application, log in to your My Kaspersky account. If the VPN is still running in restricted mode:

5. Connect your mobile device to your computer using a USB cable.

6. Access your device using File Explorer.

7. Look for the files "kisa_(date and time).log" in your device directories. These logs are located at the root of your device storage: /sdcard. Send us these log files. Since they are too bulky to attach to an email, please use the following link to download them, specifying your file number: https://box.kaspersky.com/u/d/9a062e4ce3a04396bafb/ Once the files have been downloaded, please notify us via email, as we do not receive email notifications. Thank you for your cooperation."

 

[Flood and Flood's wife]

42 minutes ago, TINATINA said:

1. Kaspersky PURE help desk
2. which your engineers suggest for a potential resolution.

Hello @TINATINA, 

Thank you for posting back!

1. There's no Kaspersky PURE help desk - that we're aware of, all Kaspersky support is available via Kaspersky Customer Service: https://support.kaspersky.com/b2c#contacts      OR https://support.kaspersky.com/b2c/global#contacts. 
2. If (you) engaged with Kaspersky support to the point (you've) detailed above, where the Kaspersky engineers have provided trouble shooting steps & data analysis requests, then an incident request will have been raised, it's prefixed with INC0000*; IF you choose not to share it, no one can offer any further assistance, equally; IF(you) refuse to assist Kaspersky by providing data for them to *analyse* to assist (you) it's nigh on impossible to help you; the Kaspersky team don't have crystal-balls, x-ray vision or magical powers; please read the Support Rules for Kaspersky Software: 

7. Rights and Obligations of the User
When communicating with Technical Support/Customer Service specialists, the User must provide Kaspersky with timely responses, information about the purchased License, and any information reasonably necessary to properly process the request.

And don't fret about the red-herring double-vpn, it's not available for android & never was. 

Bottom line - it seems to us, by refusing to provide the incident request number, you don't actually want to be helped. 

We wish you all the best. 

Thank you🙏
Flood🐳+🐋