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

TINATINA

By TINATINA
in Kaspersky VPN Secure Connection

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TINATINA

TINATINA

Posted
Posted

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).

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.

  • Like 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
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🐳+🐋

  • Thanks 1
Berny

Berny

Posted
Posted

@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

 

  • Thanks 1
TINATINA

TINATINA

Posted
  • Author
Posted
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.

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."

 

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
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🐳+🐋

TINATINA

TINATINA

Posted
  • Author
Posted
12 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.

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."

Given that your tone is not appropriate for the competence and position of a Master on a complaint forum regarding malfunctions, we must inform you—so that you, who merely possess titles without substance, may learn—that not only is there a country-specific help desk in Europe for users who have a Kaspersky Premium license, but also a live contact phone number is provided per country for customer users.

Furthermore, you should take into account the complaints, especially since you hold the position of a 'Master' in providing information here, that your customers are not obligated to undergo crash courses in technical skills to solve problems they did not cause. This competence belongs to your own engineers.

According to European legislation, the relevant Directive, and corresponding European court decisions, the customer states the problem, describes it (as the relevant European Directive on consumer products states—this includes technology products, software, etc.), and based on this simple description, you are required to search for and find the solution.

Your tone and offensive behavior are not helpful given the difficult situation your company and products already face in America, and if you behave this way, it is to be expected in Europe as well.

On our part, when faced with such treatment, we will request the intervention of the competent supervisory authorities of the European Union and the European Commission. It is very easy for us to find justice.

We thank you, in any case, for giving us a full understanding that you are merely setting up forums out of a rush to follow trends, not to help and resolve problems, but just to show that you have an information forum.

As we informed you above, we will escalate this legally (civil actions, etc.) and we will also ensure that tens of thousands of your customers are made aware of your indifference, improper handling, and disregard for the damages caused by the upgrade of the existing product. We wish you success operating in countries where there is no accountability for business actions, so that the wheat may be separated from the chaff and serious companies may develop, not opportunists who relied on their initial reputation and then forgot that this can quickly vanish with global bad publicity.

Farewell. At least my followers, who number at least 350,000, will be thoroughly informed of your actions.

P.S. As you assert your specialized status, it is not absolutely certain that purchased Kaspersky Premium licenses—acquired for dozens of users—will be utilized exclusively on Android devices. It is highly probable that they will also be used on desktop computers. It is there, Sir, with your imposing forum Master title, that you used to provide Double VPN in USA, a feature you no longer offer. Therefore, your attempt to diminish the value of my information/complaint—which aims to resolve the problem you caused with the new VPN upgrade this December—has fallen flat, much like your overall handling of the issues confirmed by the user.

Thanks ,

Tina

  • Like 1
  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
4 hours ago, TINATINA said:

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.

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."

Given that your tone is not appropriate for the competence and position of a Master on a complaint forum regarding malfunctions, we must inform you—so that you, who merely possess titles without substance, may learn—that not only is there a country-specific help desk in Europe for users who have a Kaspersky Premium license, but also a live contact phone number is provided per country for customer users.

Furthermore, you should take into account the complaints, especially since you hold the position of a 'Master' in providing information here, that your customers are not obligated to undergo crash courses in technical skills to solve problems they did not cause. This competence belongs to your own engineers.

According to European legislation, the relevant Directive, and corresponding European court decisions, the customer states the problem, describes it (as the relevant European Directive on consumer products states—this includes technology products, software, etc.), and based on this simple description, you are required to search for and find the solution.

Your tone and offensive behavior are not helpful given the difficult situation your company and products already face in America, and if you behave this way, it is to be expected in Europe as well.

On our part, when faced with such treatment, we will request the intervention of the competent supervisory authorities of the European Union and the European Commission. It is very easy for us to find justice.

We thank you, in any case, for giving us a full understanding that you are merely setting up forums out of a rush to follow trends, not to help and resolve problems, but just to show that you have an information forum.

As we informed you above, we will escalate this legally (civil actions, etc.) and we will also ensure that tens of thousands of your customers are made aware of your indifference, improper handling, and disregard for the damages caused by the upgrade of the existing product. We wish you success operating in countries where there is no accountability for business actions, so that the wheat may be separated from the chaff and serious companies may develop, not opportunists who relied on their initial reputation and then forgot that this can quickly vanish with global bad publicity.

Farewell. At least my followers, who number at least 350,000, will be thoroughly informed of your actions.

P.S. As you assert your specialized status, it is not absolutely certain that purchased Kaspersky Premium licenses—acquired for dozens of users—will be utilized exclusively on Android devices. It is highly probable that they will also be used on desktop computers. It is there, Sir, with your imposing forum Master title, that you used to provide Double VPN in USA, a feature you no longer offer. Therefore, your attempt to diminish the value of my information/complaint—which aims to resolve the problem you caused with the new VPN upgrade this December—has fallen flat, much like your overall handling of the issues confirmed by the user.

Thanks ,

Tina

Hello @TINATINA, 

Thank you for posting back. 

  1. IF (you've) engaged with Kaspersky support to the point you've detailed above an incident will have been created, that incident is registered to a case number, the case number is prefixed with INC0000*. 
  2. Without the incident reference # no-one knows anything abt the issue and cannot assist (you) - it's not that people don't want to help - it's that (you're) making it impossible for anyone to do so. 
  3. IF (you) choose to share the incident reference number that would be very helpful.
  4. Double VPN has never been a feature offered for by Kaspersky - for *Android* devices: Kaspersky VPN Secure Connectiоn for Android
  5. We have nothing to do with Kaspersky, *everyone* in the Forum is a volunteer *unless* they have *Kaspersky Employee* beside their name. 

Have a good day. 

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
pn, added resource

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