[Mobile] Lost all exclusion list and cannot add, not finding the phones...

[Guest]

Trying to unblock a youtube in the exclusion list, but the list has gone empty for both my kids.  Neither of them can access youtube as I cannot seem to add it.  This has happened before, but eventually hours later started to work again. 

I’ve got on my desktop n logged onto kaspersky, n noticed it cannot find my kids devices... 

Why is happening frequently?  It’s annoying when it happens especially at the times kids need to access youtube to study for their classwork.

[Flood and Flood's wife]

Hello @itchibahn,

Welcome back!

• If, on the desktop, (MyKaspersky) KSK app list appears empty, then re-appears some hours later, it indicates there’s an issue with either the PC, the Androids, the KSK install & or possibly network/synchronising🤔

Please tell us, for all devices:

1. Android names & operating system versions?
2. KSK version?
3. Available ROM & RAM? 
4. PC name & operating system version?
5. KSK version?
6. On PC, has KSK been uninstalled, clean installed & configured, according to documentation?
7. On Androids, has KSK been uninstalled, clean installed & configured, according to documentation?

Please let us know?

Thank you🙏

Flood🐳