My child uses the internet but there is no report

[Jonathan234]

Hello Support Team Kaspersky!

I hope the team can support my case. Currently, my my Kaspersky account does not display the content of my two children's internet access.
  - The children's 2 accounts have been disconnected from view since August 14 & 16 until now, and they have not sent email reports about the banned websites that the children try to open every day.
- Other monitoring parts such as: Device usage, Applications, Social networks... are still displayed normally.

 

I hope admin will support me soon.
Thank you very much admin.
Parents.

[Jonathan234]

Hi all!

 

My child uses the internet but there is no report like picture. 

 

Can you help me how to fix it.

Thank you very much.

Parents.

[dlubitz]

we are naving the same issue, thanks for any help!

[LoadError]

Are you sure the children did not send anything? Does the problem persist? In my opinion, you have deactivated this option, or there is a more serious problem that cannot be assessed from this perspective. I recommend that you check your settings carefully, maybe that will help at least a little?

[Watchdog_Markus]

Same Problem. Windows PC. Worked fin 'til 2 weeks ago. Device usage works, no internet usage displayed. Settings are correct - no changes made.

Edited September 7, 2023 by Watchdog_Markus

[Sierra Dad]

Same problem here.  I am wondering if v 23.0.0.415a broke this feature as well as device usage timekeeping.  I did a clean reinstall of the product.  The installer was some version 23.0.0.399.  It worked for a day but that was it.  I suspect once it automatically updated, it broke.

Client machine is Windows 10, version 22H2 with all current patches.  This product has worked well for many years on the machine.

Data previously stopped being collected after 9/2/23 - not sure if that coincides with .415a release.

 

Edited September 19, 2023 by Sierra Dad

[Igor Kurzin]

HI all, 

To fix this issue please do the following: (copied the instruction by Sierra Dad, as it has a more polished look)

1) Locate the  program folder:

          C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0

                     or

          C:\Program Files\Kaspersky Lab\Kaspersky Safe Kids 23.0

2) Open a command prompt with administrator rights

       Search the Start menu for "cmd", right-click the resulting "Command Prompt" entry, select "Run As Administrator." 
       You should be asked for the Windows password of your Admin account. 

3) In the command prompt window, change the directory to the folder you found above. E.g.:

          cd C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0

4) In the command prompt window type this:

          safekids.com update

5) Press the Enter Key

6) Wait until the update is complete and restart the PC

[ses]

I also started having issues around 9/1. The computer runs windows 10 version 22H2. tried uninstalling and re-installing software which fixed the problem for 1 day. Tried the above fix but got "is not recognized as an internal or external command, operable program or batch file" . What am i doing wrong?

[Sierra Dad]

The update process recommended by Kaspersky appears to have corrected the issue.  My instructions from Support were slightly different (but functionally the same).  You will need some familiarity with the Windows file system and command line for this process. 

1) Locate the  program folder:

          C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0

                     or

          C:\Program Files\Kaspersky Lab\Kaspersky Safe Kids 23.0

2) Open a command prompt with administrator rights

       Search the Start menu for "cmd", right-click the resulting "Command Prompt" entry, select "Run As Administrator." 
       You should be asked for the Windows password of your Admin account. 

3) In the command prompt window, change the directory to the folder you found above. E.g.:

          cd C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0

4) In the command prompt window type this:

          safekids.com update

5) Press the Enter Key

6) Wait until the update is complete and restart the PC

[bumbumba]

Hi I am having the same issue with Mac. The device use is tracked.  However it doesn't show the internet reports when for the internet usage. It also stopped sending me notifications when my kid accesses forbidden or non recommended internet webpages.

I uninstalled it and reinstalled, it worked for one day and stopped again. 

Please advise what to do? Thanks!

[Jesswade]

First, try re-syncing the child accounts by logging out and back in to both the parent and child accounts. Ensure that the devices are connected to the internet, as this is necessary for real-time monitoring and reporting. Make sure that both your Kaspersky application and the devices' operating systems are up to date, as updates often fix bugs and improve functionality. Verify that all settings for internet access monitoring and email reports are correctly configured in your Kaspersky account. If these steps do not resolve the issue, try uninstalling and reinstalling the Kaspersky Safe Kids app on both children's devices to refresh the connection.

[5645]

same issue here, the reporting seems broken and very hard for parents to understand and use, I just manually updated safekids via CMD command 4th/Sep morning ( no idea why it cannot be done automatically)

I have also did a quick test - using the kid's pc with kid's login (windows 11 laptop x64) and then the Internet report reports still stuck on 24/aug./2024 and there is no useful information at all, as I am sure kids visited much more websites than the report for his school report.

When going to "Device use" - Reports page, the 3 min testing usage is there but no details of what webpages were visited

[Flood and Flood's wife]

8 hours ago, 5645 said:

same issue here, the reporting seems broken and very hard for parents to understand and use,

• I just manually updated safekids via CMD command 4th/Sep morning ( no idea why it cannot be done automatically)
• I have also did a quick test - using the kid's pc with kid's login (windows 11 laptop x64) and then the Internet report reports still stuck on 24/aug./2024 and there is no useful information at all, as I am sure kids visited much more websites than the report for his school report.
• When going to "Device use" - Reports page, the 3 min testing usage is there but no details of what webpages were visited.

 

Hello @5645

Welcome back!

1. KSK does update *automatically*, if that's not happening there's potentially multiple reasons why -> the issue needs to be investigated. 

• The purpose of Device use Report  (1. in the image below) is to assist parents to assist their child/children -> *manage the time* they *actually* spend *using a physical device*  -> not the *activity* the child/children does when they are using the device. 
• Internet Report  (2. in the image  below)  -> reflects the *activity* of the child using the web, this report provides active/live URL(s) the parent can select to go directly to the web address.  Internet, Web activity monitoring is not reflected in the Device use Report & never will be. 
• Applications Report, example: YouTube, (3. in the image below & 4. in the second image) or any *application* that connects to the internet can be time controlled, however, *unlike* Internet Report, the Applications Report doesn't provide active/live URL(s). 

Since running the manual update provided by @Igor Kurzin & @Sierra Dad - in previous replies above, have *all* devices (yours & your child's) been fully powered OFF & then powered ON by pressing the power button? 

IF (your) Reports are still not accurate - despite the manual update & IF KSK has been *clean* installed on *all* devices & IF KSK is *configured correctly*, 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; 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 September 4 by Flood and Flood's wife
added template

[5645]

Hi Flood and Flood's wife,

Thank you so much for your reply, it explains very clearly.

I think there is something wrong with my "safe Kids"

Before I post the reply this morning, I did a manual updates via CMC command - sucessful

I did a quick test with my child's account for few minutes, it seems correct.

However, when I came back this evening and re-check something is wrong.

Firstly, I connected my child's iPhone to safe kids - installed the app - signed in and chose "this device is used by children" now there is apparently an error for the usage time "19 Hours and 40 Min" that is impossible but I will come back to re-check, it could because the iPhone was just added in

For the Thinkbook usage (4min) that is inaccurate as well because I know my child did his homework project for at least 30 minutes between 4pm - 5:30pm and that is not recorded.

For the internet  -> Frequently visited websites, I am pretty sure there should be more than 2 records and one of them is visited by myself in the morning testing 

 

 

[Flood and Flood's wife]

1 hour ago, 5645 said:

Thank you so much for your reply, it explains very clearly.

I think there is something wrong with my "safe Kids"

Before I post the reply this morning, I did a manual updates via CMC command - successful

I did a quick test with my child's account for few minutes, it seems correct.

However, when I came back this evening and re-check something is wrong.

Firstly, I connected my child's iPhone to safe kids - installed the app - signed in and chose "this device is used by children" now there is apparently an error for the usage time "19 Hours and 40 Min" that is impossible but I will come back to re-check, it could because the iPhone was just added in.

For the Thinkbook usage (4min) that is inaccurate as well because I know my child did his homework project for at least 30 minutes between 4pm - 5:30pm and that is not recorded.

For the internet  -> Frequently visited websites, I am pretty sure there should be more than 2 records and one of them is visited by myself in the morning testing.

 

Hello @5645, 

You're most welcome!

Thank you for posting back & the information!

1. How is Settings - in APPLICATION MONITORING configured - Allowed, Forbidden or Restricted? 
2. Opera & Opera mini are on the KSK applications blocked by default list & even tho it's not specified Opera GX is the same - any output for these apps cannot be relied on. 
3. For iPhone is KSK Safe-browser being used? IF 'no' - it should be!
4. For the ThinkBook, in App monitoring, Application categories, change Browsers to Forbidden (image 1 below), then select Chrome as the *individual* app & make sure it's Allowed, select Save (image 2 below)
5. -> after making these changes monitor the reports using (iOS) Safebrowser & (Windows) Chrome & advise if the discrepancies persist? 

Thank you🙏
Flood🐳+🐋

Edited September 4 by Flood and Flood's wife
added 5.

[5645]

Hi Flood and Flood's wife,

Thanks again!

I am following your guide to set up the browser thing, hope it will work. I just double checked today, the devise usage monitoring/ statistics are still not working properly e.g. the Thinkbook 15 shown on below screenshot, I am 100% sure kids used way more than 1 minutes and the safe kids are running while he was using the thinkbook.

or iPhone is KSK Safe-browser being used? IF 'no' - it should be!   -- Where I can find the safe browser, cannot find in APP Store.

 

[Flood and Flood's wife]

19 hours ago, 5645 said:

I am following your guide to set up the browser thing, hope it will work. 

I just double checked today, the devise usage monitoring/ statistics are still not working properly e.g. the Thinkbook 15 shown on below screenshot, I am 100% sure kids used way more than 1 minutes and the safe kids are running while he was using the thinkbook.

or iPhone is KSK Safe-browser being used? IF 'no' - it should be!   --

Where I can find the safe browser, cannot find in APP Store.

 

Hello @5645, 

Thank you for posting back & the information!

1. Apologies, is Safari browser being used by *default*, IF no, it should be! (not Safe browser, we were working on a Safe browser issue at the same time as working on (your) issue, we're so sorry!). 
2. We understand the reports may not be accurately reflecting time used but *to set your expectations - we are not at the end - yet*
3. *Please answer from (our) previous post* - how is Settings -> in APPLICATION MONITORING configured - Allowed, Forbidden or Restricted? 
4. For *iOS*, when the install was done & *Screen Time* was configured, was the instruction at the very bottom of the page followed: How to set up Kaspersky Safe Kids using the Screen Time API after updating to version 1.87.0.XXX ? IF *no* - it must be done!

Thank you🙏
Flood🐳+🐋

[5645]

Hi Flood and Flood's wife,

Thanks again and here is my comments with more details 🙂

1, Apologies, is Safari browser being used by *default*, IF no, it should be! (not Safe browser, we were working on a Safe browser issue at the same time as working on (your) issue, we're so sorry!).   --- my kid does not use Sarari, he uses Chrome, OperGX etc.

2, We understand the reports may not be accurately reflecting time used but *to set your expectations - we are not at the end - yet*  - It is not just not accurate, it is not working at all. I have tried to deleted the old profile, created a new "Kid" and set up from step one and as of today, the result remains the same, on the ThinkBook15 (windows 11 Pro) there is no record at all, but my kid told me he used the ThinkBook15 for over an hour for homework. This windows PC is actually my main concern as Safe Kids is all I have, unlike the IOS, I have screen time as back up. The main reason to purchase safe kids is mainly for Windows based system, and it gets really frustrating now 😞

3, *Please answer from (our) previous post* - how is Settings -> in APPLICATION MONITORING configured - Allowed, Forbidden or Restricted? 

They are set up differently per category, a quick screenshot is below

4,For *iOS*, when the install was done & *Screen Time* was configured, was the instruction at the very bottom of the page followed: How to set up Kaspersky Safe Kids using the Screen Time API after updating to version 1.87.0.XXX ? IF *no* - it must be done!

Thanks, I will go through these instructions, but for all IOS systems, I have no problems

 

I will uninstall the safe kids on the ThinkBook and re-install again, see how it goes.

[Flood and Flood's wife]

2 hours ago, 5645 said:

 It is not just not accurate, it is not working at all.

Hello @5645,

Thank you for posting back!

We do understand (your) frustration, however, there's very little point checking anything IF KSK is not installed & or configured correctly, start at that point & then throw the book at it when it doesn't work. 

1. Opera GX cannot be used. Not for iOS, not for Windows. 
2. In KSK, APPLICATION MONITORING - Settings - is not a CATEGORY, Settings is an application. How is Settings configured: Allowed, Forbidden or Restricted? 
3. New questions, on the ThinkPad, when KSK was *installed*, were there any incompatible applications listed - that were not removed? 
4. Please post a full-screen-screen-print of the Windows account - for (your) son - please hide his user name & any personal information.
5. In light of the changes in the US, ref: Guide on Kaspersky software availability in the United States, we also thought we should ask (your) location please? 

Thank you🙏
Flood🐳+🐋

Edited September 7 by Flood and Flood's wife
added 5.

[5645]

Hi  Flood and Flood's wife,

Thanks again!

I actually made KSK worked for a day or two, I uninstalled the KSK and re-installed, then it seems worked for a day or two, as I can see some usage times and records, then it stopped working again.

About your check points, here are more details:

1. Opera GX cannot be used. Not for iOS, not for Windows.   -- Not aware of that, but KSK not working with Opera GX but at least should give me the usage time right? Kid uses MS word , PPT and others as well.
2. In KSK, APPLICATION MONITORING - Settings - is not a CATEGORY, Settings is an application. How is Settings configured: Allowed, Forbidden or Restricted?  -- Do not understand, is this "Setting" somewhere I can find on the kaspersky web after sign in? OR, it is somewhere I need to setup in the actual PC in my case Thinkbook? (pls see the page set up screen shot below)
3. New questions, on the ThinkPad, when KSK was *installed*, were there any incompatible applications listed - that were not removed?  -- Not ware any incompatible applications listed, at least not in the PC that KSK was installed, is there a report that I can look into from KSK somewhere? like PC or mykaspersky.com?
4. Please post a full-screen-screen-print of the Windows account - for (your) son - please hide his user name & any personal information. -- Screen shots attached but weird thing is why the KSK  (device page) is showing the parent's windows  account name not my kid's windows account name, is this normal?
5. In light of the changes in the US, ref: Guide on Kaspersky software availability in the United States, we also thought we should ask (your) location please?  -- we are located in Sydney/Australia

Edited September 13 by 5645
add more details

[Flood and Flood's wife]

3 hours ago, 5645 said:

I actually made KSK worked for a day or two, I uninstalled the KSK and re-installed, then it seems worked for a day or two, as I can see some usage times and records, then it stopped working again.

About your check points, here are more details:

1. Opera GX cannot be used. Not for iOS, not for Windows.   -- Not aware of that, but KSK not working with Opera GX but at least should give me the usage time right? Kid uses MS word , PPT and others as well.
2. In KSK, APPLICATION MONITORING - Settings - is not a CATEGORY, Settings is an application. How is Settings configured: Allowed, Forbidden or Restricted?  -- Do not understand, is this "Setting" somewhere I can find on the kaspersky web after sign in? OR, it is somewhere I need to setup in the actual PC in my case Thinkbook? (pls see the page set up screen shot below)
3. New questions, on the ThinkPad, when KSK was *installed*, were there any incompatible applications listed - that were not removed?  -- Not ware any incompatible applications listed, at least not in the PC that KSK was installed, is there a report that I can look into from KSK somewhere? like PC or mykaspersky.com?
4. Please post a full-screen-screen-print of the Windows account - for (your) son - please hide his user name & any personal information. -- Screen shots attached but weird thing is why the KSK  (device page) is showing the parent's windows  account name not my kid's windows account name, is this normal?
5. In light of the changes in the US, ref: Guide on Kaspersky software availability in the United States, we also thought we should ask (your) location please?  -- we are located in Sydney/Australia

 

Hello @5645

You're most welcome!
Thank you for the information & images!

1. Opera GX cannot be used. 
2. Settings is an *Application* -> in (your) MyKaspersky account, go to KSK, App monitoring,  the third option: Specific settings for applications regardless of their category. Use the list below to edit the settings for each application (not available for iOS), *Search the list of applications for Settings* When (you) find Settings, tell us how is Settings configured:  Allowed, Forbidden or Restricted?  
3. Incompatible applications, the check is done during KSK install, if it did not prompt (you) then there probably were none  - however, based on the information (you've) provided below, KSK appears not to have been installed correctly, please read on. 
4. No, it's not normal, it appears as if KSK has not been installed correctly - may we please have the screen-print we requested ->  in the Windows computer - go to Settings, Accounts, Family & other users -> please post a full-screen-screen-print of the Windows account -> for (your) son - please hide his user name & (your) user-name & any personal information before posting. 

Thank you🙏
Flood🐳+🐋

[KarDip]

Hello. As well as the above awesome posts to fix your issue.

             I know you already updated the Kaspersky Safe kids App.

                 Maybe try updating again below with  CMD Command Prompt's.

                      If you already done this please try again.

1. • Open "File Explorer" on your computer.
   • Navigate to the folder where Kaspersky Safe Kids is installed. This is typically:
     • C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0
     • or
     • C:\Program Files\Kaspersky Lab\Kaspersky Safe Kids 23.0
   • Note which of these two paths exists on your system, as you'll need it later.

2. Open Command Prompt with Administrator Rights

   • Click on the Start menu.
   • Type cmd in the search bar.
   • Right-click on the "Command Prompt" entry that appears and select Run as administrator.
   • If prompted, enter the Windows password for your Administrator account to proceed.

3. Change Directory to the Kaspersky Safe Kids Folder

   • In the Command Prompt window, you need to change to the directory where Kaspersky Safe Kids is installed. Use the cd command followed by the path you identified earlier.
   • For example:
     • If the path is C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0, type:

       Copy code
       cd C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0 

     • If the path is C:\Program Files\Kaspersky Lab\Kaspersky Safe Kids 23.0, type:
     • Copy code
       cd C:\Program Files\Kaspersky Lab\Kaspersky Safe Kids 23.0
   • Press Enter after typing the command.

4. Run the Update Command

   • In the Command Prompt window, type the following command:

     Copy code
     safekids.com update 

   • Press the Enter key to execute the command.

5. Wait for the Update to Complete

   • The update process may take a few minutes. Wait until it completes, and observe any messages that appear in the Command Prompt window for errors or confirmations.

6. Restart the Computer

   • Once the update process is complete, restart your computer to ensure all changes are applied.

After completing these steps, check if the issue with internet access monitoring in Kaspersky Safe Kids is resolved.

If not, there might be a more complex underlying issue that requires further assistance from Kaspersky's technical support team.

Thank you

 

[5645]

On 9/14/2024 at 2:56 PM, KarDip said:

Hello. As well as the above awesome posts to fix your issue.

             I know you already updated the Kaspersky Safe kids App.

                 Maybe try updating again below with  CMD Command Prompt's.

                      If you already done this please try again.

1. • Open "File Explorer" on your computer.
   • Navigate to the folder where Kaspersky Safe Kids is installed. This is typically:
     • C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0
     • or
     • C:\Program Files\Kaspersky Lab\Kaspersky Safe Kids 23.0
   • Note which of these two paths exists on your system, as you'll need it later.

2. Open Command Prompt with Administrator Rights

   • Click on the Start menu.
   • Type cmd in the search bar.
   • Right-click on the "Command Prompt" entry that appears and select Run as administrator.
   • If prompted, enter the Windows password for your Administrator account to proceed.

3. Change Directory to the Kaspersky Safe Kids Folder

   • In the Command Prompt window, you need to change to the directory where Kaspersky Safe Kids is installed. Use the cd command followed by the path you identified earlier.
   • For example:
     • If the path is C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0, type:

       Copy code
       cd C:\Program Files (x86)\Kaspersky Lab\Kaspersky Safe Kids 23.0 

     • If the path is C:\Program Files\Kaspersky Lab\Kaspersky Safe Kids 23.0, type:
     • Copy code
       cd C:\Program Files\Kaspersky Lab\Kaspersky Safe Kids 23.0
   • Press Enter after typing the command.

4. Run the Update Command

   • In the Command Prompt window, type the following command:

     Copy code
     safekids.com update 

   • Press the Enter key to execute the command.

5. Wait for the Update to Complete

   • The update process may take a few minutes. Wait until it completes, and observe any messages that appear in the Command Prompt window for errors or confirmations.

6. Restart the Computer

   • Once the update process is complete, restart your computer to ensure all changes are applied.

After completing these steps, check if the issue with internet access monitoring in Kaspersky Safe Kids is resolved.

If not, there might be a more complex underlying issue that requires further assistance from Kaspersky's technical support team.

Thank you

 

Thanks but I have tried these steps before I started a new post here, no luck 😞

[Flood and Flood's wife]

28 minutes ago, 5645 said:

Thanks but I have tried these steps before I started a new post here, no luck 😞

Hello @5645, 

Welcome back!

• There's no point *updating* KSK IF KSK hasn't been installed correctly.
• Complete waste of (your) time.
• To set (your) expectations, KSK reporting will not work unless KSK is installed correctly. 
• IF (you) haven't read our previous reply - 13th September 2024, please do. 

Thank you🙏
Flood🐳+🐋

[5645]

Thanks again and here are the screen shots from my kid's PC with his login

I have also noticed a glitch of the safe kids, my kid play the minecraft game and what he get away from safe kids is:

1, launch the feather or any other launcher - this cannot 100% stopped because safe kids applies minute allowed time or even I set it as forbidden

2, within 1 minutes, login the game and play

3, after 1 minute limit, the launcher will be stopped but game goes on