Protected browser will not open

[Ciarog]

I have been using Safe Money to open bank websites for years and it has always worked well. Today when I try to open any bank website in the Protected Browser I get a message saying "Run error: Failed to run Protected Browser. Reason: Process was stopped."

I am in Firefox, Windows 11 24H2 64-bit, Kaspersky Internet Security v. 21.3.10.391(m) databases are up to date.

Subscription: Active Paid until: Feb 16, 2026 Remaining days: 284

Please advise.

 

 

[Flood and Flood's wife]

3 hours ago, Ciarog said:

I have been using Safe Money to open bank websites for years and it has always worked well. Today when I try to open any bank website in the Protected Browser I get a message saying "Run error: Failed to run Protected Browser. Reason: Process was stopped."

I am in Firefox, Windows 11 24H2 64-bit, Kaspersky Internet Security v. 21.3.10.391(m) databases are up to date.

Subscription: Active Paid until: Feb 16, 2026 Remaining days: 284

Please advise.

Hello @Ciarog, 

Welcome!

There's a known issue with v21.3 that's been fixed in the new version, there's two options, a free upgrade to the new version or a workaround to the existing version, please read on: 

*Option one*

• KIS is Kaspersky's old software, it's been replaced by Kaspersky Standard, it can be upgraded for free - READ: Kaspersky: Basic, Standard, Plus, Premium - info & FAQ by Danila T. 

1. Make sure the KIS activation code is saved in (your) MyKaspersky account, Subscription tab?
2. Create a System Restore Point. 
3. Uninstall KIS, using Windows, Uninstall OR change a program -> during the *uninstall* do not check/tick any boxes *except* Save license & IF (you've) created Secret vault(s) check/tick the Data Encryption box; READ: KIS, How to uninstall the application. 
4. Shutdown the computer using Shutdown, not Restart, power ON the computer by pressing the power button, login. 
5. Download Kaspersky Standard: https://www.kaspersky.com/downloads#update-product
6. Install Kaspersky Standard. 
7. *Important* At the *end* of the successful Kaspersky Standard install, make sure you've signed into the Kaspersky Standard application with the same email address that (you) use to sign into (your) MyKaspersky account - so it synchronises with (your) MyKaspersky account. 
8. Recheck the original issue? 

*Option two*

1. Make sure Windows Hidden items, is checked -> refer: View hidden files and folders in Windows
2. *important* -> open Kaspersky app, select Settings⚙ -> General, uncheck Enable Self-Defense, select Save, select Yes to confirm the action.
3. Exit Kaspersky app - on the Windows taskbar or hidden icons, rightclick the Kaspersky icon, select Exit.
4. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\Report\ and delete the contents -> all files and folders.
5. Shutdown the computer, using Shutdown, not Restart, power on, login.
6. Make sure KiS is running?
7. *important* -> Enable Self-Defense.
8. Re-check the issue(s)?

Please share the outcome with the Community, when it's available?

Thank you🙏
Flood🐳+🐋

[Ciarog]

Thank you. Option one worked and everything is fine. It sure would have been nice if someone from Kaspersky had told me I needed to do that.

[Flood and Flood's wife]

2 hours ago, Ciarog said:

Thank you.

1. Option one worked and everything is fine.
2. It sure would have been nice if someone from Kaspersky had told me I needed to do that.

Hello @Ciarog, 

You're most welcome!

Thank you for taking the time to share the outcome with the Community!

1. We're delighted to read the issue is resolved by the free upgrade to Kaspersky Standard. Well done!!
2. Perhaps Kaspersky will ensure all their staff are upskilled with the information. 

Thank you🙏
Flood🐳+🐋