Problems with access to the KSC portal, neglect of service - companyaccount.kaspersky

[Andre Silva]

Dear,

Please be informed that I have been trying for days to get in touch and find a solution via call on the KASPERSKY portal, but Brazilian technicians only request event records and simply save time by throwing basic and simple information at customer service to respond respectively in your SLA.


Well, we are facing problems accessing the KSC portal

Briefly recounting from the beginning:

1 - We had the KSC application installed on an old physical host server, which had the operating system version Windows server 2008 r2
I backed up the platform and we migrated to a Windows server 2022 server.

2 - In this service everything worked well, even an update of the KSC modules and also of windows.
Everything on the KSC platform stopped, checking the Event Viewer, I discovered that it was unable to open the necessary ports to access the KSC portal.
I checked if there were other services on these ports using the command netstat -ona among others..., which did not show any applications using the ports;
17,000
13,000
13299
13291
19170

3 - Contact KASPERSKY support, I will inform you to send logs and more logs to identify the problems, I did,
and the final solution was that they identified the error, but there is no solution at the moment, and they also asked me to do the final backup and install.

4 - I took the last backup made from this machine "final IP 192.168.1.200" and migrated it to a new virtual machine "IP 192.168.1.202", nothing worked.
I thought what if I did the installation from scratch, I did it and it worked normally. I went back and got the old backup from the WINDOWS SERVER 2008 primary server, it worked perfectly.

5 – Today after updating some program modules during the execution of KLMOVER, the KSC platform simply went offline, and the strange thing is that out of nowhere it started backing up the structure outside the automatically defined time.

Could you help me with this problem?

Below is the exported log file, screenshots of the error screen and complete treatment from the Brazilian portal called KASPERSKY.
I do not know what to do...

Sorry I'm using google translate"

companyaccount.kaspersky.com ticket id: ID: 48655 - INC000015668563
Data open ticket: 3 de set de 2023 18:26:12

Thank you all!

 

 

[DonKid]

I verified that our support team worked with experts and developers and verified that there are damaged/corrupted components in the backup

The response was sent via incident

Thank you