when opening a website to a protected mode failed. it only failed in a newly updated version of kaspersky plus. the former kaspersky plus with out AI safe money works smoothly

1 hour ago, secu-ian said:

when opening a website to a protected mode failed. it only failed in a newly updated version of Kaspersky plus. the former Kaspersky plus with out AI safe money works smoothly

 

Hello @secu-ian, 

Welcome!

Works for us. 

1. Which Windows OS version & *build* - in Windows Search, type WINVER -> open the WINVER app, post back the information shown in the popup please? 
2. Which Kaspersky Plus version, on Windows Taskbar, *Hidden icons*, rightclick the Kaspersky icon, select About -> post back the information shown in the popup please? 
3. Since installing the *updated* Kaspersky Plus has the computer been shutdown using SHUTDOWN, not Restart, power ON by pressing the power button, login? IF 'no', please do this procedure. 
4. In the image (you've) shared, there's 10 failed browser connections - are they all for the bpi site? 

Thank you🙏
Flood🐳+🐋

Edited February 9Feb 9 by Flood and Flood's wife
formatting

Version25H2(OSbuild26200.7462)

kaspersky plus 21.24.8522

i did not shutdown only blink.

yes they are all bpi site, but to verify i opened other bank site yet still cant open in protected mode 

Windows 11 Pro 25H2 + KPremium 21.24:

 

 

No issues here opening that site in Safe Money session, also AI has nothing to do with your issue, previous versions of Kaspersky were also using already AI, They just added some tags to remark the modules using it. 

 

Try to do a reset of the config of Your Kaspersky and/or, uninstall and then do a clean installation of the new 21.24.

I already tried uninstalling and it that was first troubleshooting i did. Maybe i will try to reset my computer. 

@secu-ian

Did you contact Kaspersky Technical Support ?

Yes.ongoing case

it is now okay. safe money is now okay. I just followed customer service instructions.

Could You post here the steps, to help any other users with similar issues? Thanks.

this is the instruction they told me. 
"Please follow the instructions below for a probable solution regarding your Safe Money issue.

1. Please try changing default browser for Safe Money to a different one and see if the issue persists. Open your Kaspersky Plus app > Privacy > Safe Money settings (click the cogwheel) > look for the "Additional" section" and change the browser > Save.

2. Delete Safe Money browser profile folder and start Safe Money again to create a new folder/profile. Press the Win key + R on your keyboard > type %programdata% and click OK > Kaspersk Lab > delete SafeBrowser > then run a protected browser again. Please note that this will delete your Safe Money list of website entries." ------then i tried to open a website in protected and this end up not working. and i shut down the computer. Again, i received an email the next day, which is today (this is the emailed instruction)                                                                                                                                                                                               "Thank you for your response and for providing those updates.

We apologize for any inconvenience caused.

I have checked the provided GSI report, but I can't find anything peculiar in it. Before we can propose solution or a workaround to the issue you are experiencing, we would need your assistance to share some additional data for further analysis.

1. Open the main Kaspersky application window.
2. Click Customer Service icon in the lower part of the window. This opens the Customer Service window.
3. Click the Support Tools link to open the Support Tools window.
4. Use the toggle switch to Enable application tracing. To save the changes, click the Save button.
5. Reboot the computer.
6. Proceed to reproduce the issue once the computer is back on.
7. Open the main Kaspersky application window.
8. Click Customer Service icon in the lower part of the window. This opens the Customer Service window.
9. Click the Support Tools link to open the Support Tools window.
10. Use the toggle switch to Disable application tracing. To save the changes, click the Save button.
11. In the Support Tools Window, Click on Create Report.
12. Uncheck Operating System Information
13. Click on Save report on your computer
14. Enter the File Name Traces, save the archive in a location you will remember and click Save.
15. Please send us this Traces archive.                                                                                                                                                           today I open the computer, read this email, then i followed 1-5. after that i tried to open a website in protected mode so that it will trace my activity (I think) then it opened successfully in protected mode. tried another website and still opening in protected mode.
this is my thought to this. maybe last night when I followed the first two instructions after trying the "safe money" which turned out not working and after i shut it (my thought) something was cleared without knowing. then when  i received an email today and followed the instructions then when i tried "safe money" again it successfully opened.

To follow this step properly, You have to previously disable Kaspersky Self-Defense, follow the instructions, and then re-enable.:

 

Quote

2. Delete Safe Money browser profile folder and start Safe Money again to create a new folder/profile. Press the Win key + R on your keyboard > type %programdata% and click OK > Kaspersk Lab > delete SafeBrowser > then run a protected browser again. Please note that this will delete your Safe Money list of website entries."

 

thanks  all helpful-  re enabled Safe money!