My device icon is offline in "My Kaspersky"

[JPEKaspersky]

Good afternoon.

I have KIS 21.3.10.391(g) installed on Windows 10 21H2.

The image of my offline device appears on the "My Kaspersky" portal.

 

What is up?

What should I do?

Thanks for any reply.

JP

[JPEKaspersky]

Hi, again

 

It returned to normal after a few hours and without any intervention on my part.

 

Best regards.

 

 

[Flood and Flood's wife]

Hello @JPEKaspersky, 

Welcome back & Happy New Year 🐣 !

Every so often we have the same issue, a network glitch may be responsible, if the problem becomes persistent, we make sure we have the Activation code, uninstall KIS, saving License information only, do not check any other check boxes, at the end of the uninstall, shutdown the computer, power on, login, download a new KIS installer, install & configure, run a manual Database update, shutdown the computer using Shutdown, not Restart, power on, login, check the KIS version & patch? Log into MyKaspersky, check if the application has synchronised? 

IF the issue continues to persist, log a case with Kaspersky consumer support, either via Chat or Email, select Application malfunction, Other template. Support may request logs, traces & other data, they will guide you. Also, it may help them if you provide images & or a video of the issue.

• If selecting Chat option, we recommend you request a copy of the chat transcript, make sure you fill in your email address AFTER the chat is activated by the Chat agent & complete the Verify your email address email AFTER the chat completes.
• When it’s available, please share the outcome with the Community? 

Thank you🙏

Flood🐳+🐋

[JPEKaspersky]

Thanks for the reply and Happy New Year to you too @Flood and Flood's wife 

I'll take the hint of your enlightening answer.🙏

 

Thanks, @Flood and Flood's wife 👍

[Flood and Flood's wife]

Hello @JPEKaspersky, 

You’re most welcome & thanks!

We also use another method, you may wish to try it, again, always make sure you have the Activation code recorded, in the MyKaspersky account, Devices tab, select Disconnect device, select OK to the Consent, exit MyKaspersky, shutdown the computer using Shutdown, not Restart, power on, login, start the KIS application, from the KIS application → login into (your) MyKaspersky account, confirm the KIS application & the MyKaspersky account are synchronised. 

Again, if the app & the account are repeatedly showing incorrect data, always do a clean install, if that does not fix the issue, escalate to support. 

Best regards, 

Flood🐳+🐋

[JPEKaspersky]

Hello @Flood and Flood's wife 

 

Thanks again for all the clarifications provided.☺

 

JP