Problem with lost network connection

[uKisuke]

Hi,

I`m having a problem with Kaspersky Security Cloud. After sometime playing my pc lost it`s connection. It`s not a problem with my network connection since I use a cable and this problem began after I installed Kaspersky.

 

Does anyone know what this could be?

[Berny]

@uKisuke Welcome,

Can you please provide more details :

Link

 

Also, please check this

[uKisuke]

Hi @Berny, how are you?

 

I read the topic you sent, but it seems to point out ways to troubleshoot WiFi, not cabled network (I use cabled).

So you can understand better my problem. After I installed Kaspersky, when I`m playing online some game on my PC, after sometime playing (couldn't determine exactly with how much time), my game lost connection with internet. If I try to do anything internet related (open a webpage, login to some stream service...) my connection appears as it`s not connected. If I try to open something on my smartphone, the page is loaded, so the problem is on my PC and not my internet connection.

I know the problem is not my cable, because this never happened before with another security software.
I uninstalled Kaspersky and the problem didn't happen for the time it was uninstalled, so the problem is Kaspersky related.

What I did as a workaround is to uninstall the Kaspersky VPN and the problem didn't happen yet (I played for some time today).

What I think is strange, is that I wasn't using the VPN, it was disconnected, can the VPN software do something with my connection even if it's not connecting to anything?

[Berny]

@uKisuke Thank you for your feedback and the good news.

Only Kaspersky Technical Support could check if VPN is related with your issue., please check this article :

Network Diagnosticsc Wireshark : https://support.kaspersky.com/common/diagnostics/13130 

[uKisuke]

Hi @Berny, thanks for your help.

I will save this article here, so if the problem comes back I will give it a try.

[uKisuke]

Hi @Berny, how are you?

Sorry to bother you again, but the problem persisted, today I lost connection with everything online again. I ran my PC without Kaspersky last weekend and never got the problem, today after installing it again, I lost connection after 1 hour using the PC.

I used the WireShark as you mentioned before, but since the problem don`t occur as soon as I start playing, I had him running for approximately 40 minutes and the log has 1GB.

Do you have any help to provide or direct me to somewhere where I can solve this problem?

If this keep happening, unfortunately I will have to ask for a refund, because I can`t use my PC like this.

 

[Anton Mefodys]

Hello @uKisuke,

In such cases it is better to contact Tech Support team as it is necessary to investigate the issue with logs and reports.

Thank you!