Password Mgr frozen computer.

[Norm]

In account, went to password Mgr, went to unlock mgr, mouse disappeared, arrowed to unlock code box, tried entering code, nothing happened, laptop froze, rebooted, took me to frozen page. Still frozen, can't do anything.  Help.

[Flood and Flood's wife]

37 minutes ago, Norm said:

In account, went to password Mgr, went to unlock mgr, mouse disappeared, arrowed to unlock code box, tried entering code, nothing happened, laptop froze, rebooted, took me to frozen page. Still frozen, can't do anything.  Help.

Hello @Norm, 

Welcome!

1. Press CTL ALT DEL keys, select Task Manager, find Kaspersky Password Manager processes & kill them. 

Thank you?
Flood?+?

Edited October 21, 2022 by Flood and Flood's wife

[Norm]

Thank you for reply. I have no mouse or arrow functions.  Locked on Kaspersky vault locked enter password menu 

[Flood and Flood's wife]

35 minutes ago, Norm said:

1. I have "no mouse" or arrow functions. 
2. Locked on Kaspersky vault locked enter password menu 

Hello @Norm, 

You're most welcome!

?️

1. Ok, if we understand correctly, since getting past the "frozen laptop", now there's, no mouse & arrow functions - correct?   
2. What does "Locked on Kaspersky vault locked enter password menu", actually mean - are you unable to sign into the KPM vault, is there an error message - post a screen print - we need to see what you see please? 
3. Re "no mouse" is that via the touchpad? 
4. What events are showing in Windows Event manager? 
5. Before Kaspersky Password Manager (KPM) froze, has it ever worked correctly? 
6. Which Windows OS is installed: How to find the version of your operating system ? 
7. Is there any other Kaspersky software installed, IF "yes", name & version - on the Windows taskbar or hidden icons, rightclick the Kaspersky icon, select About?  
8. Do you have a KPM Backup? 
9. Is KPM Premium or Free? 
10. Is the Windows virtual keyboard accessible? 

-----------------------

?️

1. Create a System restore point? 
2. Run the CMD prompt as Administrator, then do the following steps: 3 & 4
3. Type the following command & press Enter: DISM /Online /Cleanup-Image /ScanHealth  ||| allow the ScanHealth process to complete - post a screen-print of the results shown? 
4. Type the following command & press Enter: SFC /scannow ||| allow the SFC process to complete - post a screen-print of the results shown? 
5. In Windows Search, type devmgmt.msc ||| search thru the Device manager for any alerts & use the Scan for hardware changes option. 

Thank you?
Flood?+?

[Norm]

Thank you for your reply.

Contected Asus and ended up restoring to original settings.