MacOS Endless Connection Check

[usererd]

Hello,

I've installed kaspersky premium on my childs mac mini.

After that i've tried to safe kids. But installation can not complete internet connection step.

In the mean time we can access google, roblox and kaspersky website.

How can we solve the issue ?

[Flood and Flood's wife]

25 minutes ago, usererd said:

I've installed Kaspersky premium on my child's mac mini.

After that I've tried to safe kids.

But installation can not complete internet connection step.

In the mean time we can access google, Roblox and Kaspersky website.

How can we solve the issue ?

Hello @usererd, 

Welcome!

1. Which macOS is installed?
2. What happens when: "installation can not complete internet connection step" - is there an error - what is that error  - provide *details* please? 
3. Are (you) opening Kaspersky Safe Kids from the Kaspersky Premium AV application? IF the answer is YES, don't -> exit / kill that Kaspersky Safe Kids process, then follow the steps below: 
4. Shutdown, power OFF the Mac. 
5. Power ON by pressing the power button, login. 
6. Go to (your) My Kaspersky account & sign in.
7. Download the DMG file from (your) MyKaspersky account. 
8. In the window that opens, double-click Install Kaspersky Safe Kids.
9. The Kaspersky Safe Kids Installation Assistant opens.
10. Follow the steps of the Installation Assistant to complete the installation.
11. When the installation is finished, Kaspersky Safe Kids starts automatically.

Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋

[usererd]

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

Hello @usererd, 

Welcome!

1. Which macOS is installed?
2. What happens when: "installation can not complete internet connection step" - is there an error - what is that error  - provide *details* please? 
3. Are (you) opening Kaspersky Safe Kids from the Kaspersky Premium AV application? IF the answer is YES, don't -> exit / kill that Kaspersky Safe Kids process, then follow the steps below: 
4. Shutdown, power OFF the Mac. 
5. Power ON by pressing the power button, login. 
6. Go to (your) My Kaspersky account & sign in.
7. Download the DMG file from (your) MyKaspersky account. 
8. In the window that opens, double-click Install Kaspersky Safe Kids.
9. The Kaspersky Safe Kids Installation Assistant opens.
10. Follow the steps of the Installation Assistant to complete the installation.
11. When the installation is finished, Kaspersky Safe Kids starts automatically.

Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋

Thank you very much for your reply.

We are using latest version of macos.

We've downloaded installation asistant via "send download link" from my kaspersky account. I've downloaded DMG file which is about 6mb.

Installation asistant instantly displays no internet connection. Then i clicked retry and it's continuously display checking internet connection message. 

Does it differ to download from my account or via link ?

I am connected to internet, Kaspersky Premium AV up and running.

[Flood and Flood's wife]

17 minutes ago, usererd said:

We are using latest version of macOS.

We've downloaded installation assistant via "send download link" from my Kaspersky account. I've downloaded DMG file which is about 6mb.

Installation assistant instantly displays no internet connection. Then i clicked retry and it's continuously display checking internet connection message. 

1. Does it differ to download from my account or via link ?

I am connected to internet, Kaspersky Premium AV up and running.

Hello @usererd, 

You're most welcome!

Thank you for the information!

1. No, it should not make a difference. 
2. Please log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts  - on the support page, select either Chat or Email, then fill in the template as shown in the image below; please include a *detailed history*. Support may request logs, traces & other data, they will guide you: 

Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋

Edited June 9 by Flood and Flood's wife
grammar 😔

[usererd]

Status update;

- I've downloaded from account center,

- Disabled Kaspersky Premium AV,

- Waited for a while and retry,

- It worked and installed without a problem.

fyi.