[Mac] Facebook App won't run [Solved][Closed]

[Fofke]

Hello,

I like to play a lot of games on Facebook. One of them is called Pearl’s Peril. When I launch it, the “download” bar appears, it starts downloading the game, but stops every time (see first screenshot). When I disable Kaspersky, the game plays without any problem. I already added 2 urls to the trusted zone (see second screenshot), but this doesn’t change anything. Strange thing is some games (like Angry Birds Friends) do play when Kaspersky is enabled. Does anyone know how to resolve this?

Kaspersky Total Security 2020

macOS Catalina 10.15.4

Chrome 80.0.3987.163

Thank you.

Regards, Frank

[Flood and Flood's wife]

Hello @Fofke,

Welcome!

• If Pearl’s Peril is accessed from Google Play Store does the download issue repeat? 
• In the Kaspersky application Reports, are there any events for Facebook & or the Pearl’s Peril access attempts?

Please let us know?

Thank you🙏

Flood🐳

[Fofke]

Hello @FLOOD,
Thx.

• Since I have an iMac, I don’t have Google Play Store. And in the App Store (from Apple), Pearl’s Peril isn’t in it…
• As far as I can see, nothing related to Facebook in the Reports sector (see screenshot)

Fofke

[Flood and Flood's wife]

Hello @Fofke, 

Thank you for replying & the information👌

• In the Chrome browser, are you able to search for Pearl’s Peril & select the Google Play Store link or type in Google Play Store, then search for Pearl’s Peril? 
• In Reports, check Web Anti-Virus & Website Tracking🤔

Please let us know?

Thank you🙏

Flood🐳

[Fofke]

Hello @FLOOD,

• Yes, I can. But I can’t open or install it, since it is only for devices that run on Android, and mine is on iOS.
• Web Anti-Virus is empty, Website Tracking is full with things I don’t understand at all (multiple lines on the same timestamp, see first screenshot)).
• However, I see something in the Anti-Virus for Files. See screenshot 2. The line in blue concerns Pearl’s Peril. I think Wooga made that game…

Hope this can help…

Fofke

[Flood and Flood's wife]

Hello @Fofke,

Thank you for replying & the additional information👌

• Correct, Wooga are the Developers. 

1. May we have the Facebook, Pearl’s Peril url please?
2. In the Chrome browser, start the Pearl’s Peril download, select More Tools, select Developer Tools, select Console Tab, please take a full screen image of the Console log & attach the image please?
3. Please export the Website Tracking  Report, select the tiny icon (see image) in the top righthand corner of the Report window, save as a text file, attach📎 to your reply please? 

Thank you🙏

Flood🐳

[Fofke]

Hello @FLOOD,

1. https://apps.facebook.com/pearls-peril/?fb_source=bookmark&ref=bookmarks&count=0&fb_bmpos=_0
2. See first screenshot
3. See second screenshot

Thank you very much!

Frank

[Flood and Flood's wife]

Hello @Fofke,

You’re most welcome!

Thank you for the information, the report & the log👌 !

1. If another browser is used, for example Safari or Firefox, does Facebook, Pearl’s Peril download or stall? 
2. With Kaspersky enabled, has Pearl’s Peril ever downloaded/installed successfully? 
3. & please add exclusions for:

https://cdn.wooga.com/
https://g9-live.wooga.com/

Let us know the outcome please?

Thank you🙏

Flood🐳

[Fofke]

Hello @FLOOD,

1. I don’t have Firefox installed, and when you start the game, it says to either use Chrome or Firefox for optimized game experience. So I never tried it on Safari.
2. I only started using Kaspersky Total Security the day before yesterday…
3. I just did, and the outcome is great: the game is properly running now!!!

Thank you so much for all your help! I really appreciate it!!!

Fofke

[Flood and Flood's wife]

Hello @Fofke, 

You’re most welcome☺ !

Thank you for letting us know Pearl’s Peril is running successfully👍 , we’re delighted the issue is resolved🤸

As we were working thru the issue, I played it, it seems like fun, ‘cept when I was asked to pay $😉

Enjoy!!

Thank you🙏

Flood🐳

[Flood and Flood's wife]

Hello @Fofke,

• Just to followup, try removing the Facebook exclusions, they did not resolve the issue and (imo), Facebook should not be “generically” excluded🤔
• &, if KTS is licensed & if you feel inclined, please log a case with Kaspersky Technical Support, provide all the information you’ve provided here, specifically that Pearl’s Peril will not run unless exclusions are added for:

https://cdn.wooga.com/
https://g9-live.wooga.com/

• but KTS did not record any errors, the information was found in the Chrome Console Log. 
• Include the images, the Console Log & the Report, tell them as much as possible, they may ask for Traces, captured as the issue is replicated, they will guide you with the necessary steps.
• Follow the template (see image), note, there is no KTS to select, instead select KIS. 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

If you need any assistance, please let us know?

One final bit of information, Kaspersky Total Security is the license, however, for MAC, iOS & Android, the AV software that is installed is Kaspersky Internet Security. 

Thank you🙏

Flood🐳