Permission requests not received but almost 100 duplicate other notification emails from Kaspersky

[Avet42]

I have two major issues.

1. When my son tries to access a website and it says blocked - he asks for permission, but the request NEVER comes through to the app so I cant ever grant him permission

2. I am now getting almost 50 emails at ONE time from Kaspersky notifying me that my child tried to open a forbidden sit. Each email is just a duplicate.
So I got 3 emails at once, then 47 at once, then 41 at once. Each telling me about a single instance.

I am EXTREMELY unhappy with this product, and it took SO LONG to install that I would like to make it work but keep coming up against your app which simply doesnt work.

Details I know you will ask for:

Device: iPad 5th Gen
IOS: 16.7.8 - software is up to date
Kaspersky app has not asked me to update so Im assuming its the latest app

Please tell me how we can resolve these two issues:

1- get real-time notifications when my son requests permission to access something

2 - stop getting masses of email spam from Kaspersky each time my child does ONE thing on the app

Thank you.

Teva

[Flood and Flood's wife]

4 hours ago, Avet42 said:

• iPad 5th Gen, iOS: 16.7.8, KSK 1.102.0.8 -> May 15th 2024

I have two major issues.

1. When my son tries to access a website and it says blocked - he asks for permission, but the request NEVER comes through to the app so I cant ever grant him permission

2. I am now getting almost 50 emails at ONE time from Kaspersky notifying me that my child tried to open a forbidden sit. Each email is just a duplicate.
So I got 3 emails at once, then 47 at once, then 41 at once. Each telling me about a single instance.

I am EXTREMELY unhappy with this product, and it took SO LONG to install that I would like to make it work but keep coming up against your app which simply doesn't work.

Please tell me how we can resolve these two issues:

• - get real-time notifications when my son requests permission to access something
• - stop getting masses of email spam from Kaspersky each time my child does ONE thing on the app

Hello @Avet42 / Teva, 

Welcome back!

Honestly - it sounds dreadful - if issues are persisting & it's been 2+ months - we'd recommend logging the issue with support, see the process at the end of our reply please;  -> support may ask some or all of the following:

1. Is *your device* also an iOS? 
2. We do understand this would be a *massive* pain, but - has KSK been reinstalled/reconfigured on iOS: 16.7.8 - following: Configure the app for your child?
3. When Screen Time was configured, was How to set up Kaspersky Safe Kids using the Screen Time API after updating to version 1.87.0.XXX followed? 
4. Is Safari - the default browser? (Yes, we know *other* browsers *may* be used as default, but iOS / Safari - were - by design - the combination that's reliably worked). 
5. Is there any *other* child monitoring / web monitoring applications installed / in use? 
6. Has Notifications by email been reset? 
7. Do (you) receive the KSK summary report(s) by email & are those *also* duplicated? 
8. Is Send push notifications to parent mobile app enabled? IF 'yes'  - are those duplicated? 
9. 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 below; please include a *detailed history*. Support may request logs, traces & other data, they will guide you. **Also, include a screen-print of the inbox with 43 KSK duplicated emails - often-times - support understand *better* when they're presented with a visual - one screen-print - not 47 individual screen-prints of 47 KSK emails**                            
10. ***IF contact is via Chat - before the Chat ends, request a copy of the Chat transcript is emailed to you - it's the only record (you) have & there's no option for the user - i.e. you - to initiate a Send Chat - it must be done by the Chat operator & they don't send it by default. 

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋

Resource:

How to find Kaspersky Safe Kids version for iOS

Edited July 22 by Flood and Flood's wife
PN

[Avet42]

Hi, let me answer some of your questions:

 

1. Is *your device* also an iOS? Yes I have a Mac and an iphone but that shouldnt have any bearing on the emails my Gmail recieves
2. We do understand this would be a *massive* pain, but - has KSK been reinstalled/reconfigured on iOS: 16.7.8 - following: Configure the app for your child? - why would I uninstall and reinstall it, it was a MASSIVE pain to install it in the first place, so no I havent reinstalled it, why would I need to?
3. When Screen Time was configured, was How to set up Kaspersky Safe Kids using the Screen Time API after updating to version 1.87.0.XXX followed? Screen time was not configured as we monitor this with a clock
4. Is Safari - the default browser? (Yes, we know *other* browsers *may* be used as default, but iOS / Safari - were - by design - the combination that's reliably worked). Safari is the default browser on his Ipad.
5. Is there any *other* child monitoring / web monitoring applications installed / in use? No
6. Has Notifications by email been reset? I just toggled it on and off this morning if thats what you mean by resetting it
7. Do (you) receive the KSK summary report(s) by email & are those *also* duplicated? Yes I do get a summary report and no they arent duplicated
8. Is Send push notifications to parent mobile app enabled? IF 'yes'  - are those duplicated? Yes, I get NO push notifications, thats one of the issues, I get NO notifications if my son requests access to something and it does not appear in the 'Childs requests' section of the app either 
9. 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 below; please include a *detailed history*. Support may request logs, traces & other data, they will guide you. **Also, include a screen-print of the inbox with 43 KSK duplicated emails - often-times - support understand *better* when they're presented with a visual - one screen-print - not 47 individual screen-prints of 47 KSK emails**    

[Flood and Flood's wife]

1 hour ago, Avet42 said:

2.  why would I uninstall and reinstall it, it was a MASSIVE pain to install it in the first place, so no I havent reinstalled it, why would I need to?

3. Screen time was not configured as we monitor this with a clock

Hello @Avet42 

Thank you for posting back!

Regarding 2. we provided the advice: "support may ask some or all of the following."

Regarding 3. we'd recommend the software is re-installed - paying particular attention to Kaspersky's documentation OR don't - it's your choice, go straight to support. 

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋