Recent Update to Kaspersky results in Hotspot Shield not working

[allthebestdreams]

Hi

I can no longer use my VPN - Hotspot Shield while Kaspersky is running. I have added the Program Files folder to the Kaspersky Exclusion List; but still am encountering a "Cannot connect" issue. Incidentally; I also had issues with Kaspersky and JDownloader; which somehow resolved itself once I uninstalled/reinstalled Jdownloader.

I am up to date with my Kaspersky updates. I would feel much safer if my VPN worked alongside my Kaspersky; as my subscription is active for 1 more year. Any help is greatly appreciated!

[Flood and Flood's wife]

Hello @allthebestdreams

Welcome back!

• ?️Which KTS version & patch(x) x = letter, on the Windows Taskbar or hidden icons, rightclick the Kaspersky icon, select About? 
• ?️Which Windows version & build? 
• In the KTS Reports, are there any events logged that reflect the "Cannot connect" issue for the HS-shield or any other app that's been impacted with the same issue? 

@Igor Kurzin has a fix that may help, but, the path may change depending on which version of KTS is installed

1. Disable Self-Defense via Settings -> General.
2. Exit Kaspersky product, on the Windows Taskbar or hidden icons, rightclick the Kaspersky icon, select Exit. 
3. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\, rename the folder Report to Report1.  
4. Shutdown machine using Shutdown, not Restart, power on the machine by pressing the power button, login. Start KTS.
5. Enable Self-Defense.
6. Re-check original issue?
7. Please let us know the outcome? 
8. IF the issue persists, log a request with Kaspersky Support, select either Chat or Email, fill in Application malfunction, Other template; Support may request Logs, Traces & other data, they will guide you. 

• When Support provide a solution, please share it with the Community? 

  Thank you?

  Flood?+?

Edited June 1, 2022 by Flood and Flood's wife

[allthebestdreams]

On 6/1/2022 at 10:20 AM, Flood and Flood's wife said:

Hello @allthebestdreams

Welcome back!

• ?️Which KTS version & patch(x) x = letter, on the Windows Taskbar or hidden icons, rightclick the Kaspersky icon, select About? 
• ?️Which Windows version & build? 
• In the KTS Reports, are there any events logged that reflect the "Cannot connect" issue for the HS-shield or any other app that's been impacted with the same issue? 

@Igor Kurzin has a fix that may help, but, the path may change depending on which version of KTS is installed

1. Disable Self-Defense via Settings -> General.
2. Exit Kaspersky product, on the Windows Taskbar or hidden icons, rightclick the Kaspersky icon, select Exit. 
3. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\, rename the folder Report to Report1.  
4. Shutdown machine using Shutdown, not Restart, power on the machine by pressing the power button, login. Start KTS.
5. Enable Self-Defense.
6. Re-check original issue?
7. Please let us know the outcome? 
8. IF the issue persists, log a request with Kaspersky Support, select either Chat or Email, fill in Application malfunction, Other template; Support may request Logs, Traces & other data, they will guide you. 

• When Support provide a solution, please share it with the Community? 

  Thank you?

  Flood?+?

 

On 6/1/2022 at 10:20 AM, Flood and Flood's wife said:

Hello @allthebestdreams

Welcome back!

• ?️Which KTS version & patch(x) x = letter, on the Windows Taskbar or hidden icons, rightclick the Kaspersky icon, select About? 
• ?️Which Windows version & build? 
• In the KTS Reports, are there any events logged that reflect the "Cannot connect" issue for the HS-shield or any other app that's been impacted with the same issue? 

@Igor Kurzin has a fix that may help, but, the path may change depending on which version of KTS is installed

1. Disable Self-Defense via Settings -> General.
2. Exit Kaspersky product, on the Windows Taskbar or hidden icons, rightclick the Kaspersky icon, select Exit. 
3. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\, rename the folder Report to Report1.  
4. Shutdown machine using Shutdown, not Restart, power on the machine by pressing the power button, login. Start KTS.
5. Enable Self-Defense.
6. Re-check original issue?
7. Please let us know the outcome? 
8. IF the issue persists, log a request with Kaspersky Support, select either Chat or Email, fill in Application malfunction, Other template; Support may request Logs, Traces & other data, they will guide you. 

• When Support provide a solution, please share it with the Community? 

  Thank you?

  Flood?+?

1) Kaspersky Total Security 21.3.10.391 (i)

2) Windows 10 Version 21H1 (OS Build 19043.1706)

3) I ran a Quick Scan but wasn't prompted with anything. I did have an issue with Jdownloader not working too at the same exact time, but I was somehow able to fix that issue by uninstalling and reinstalling Jdownloder.

I tried to find a folder named "Report" in the Kaspersky program files folder, but couldn't find anything. I've taken a screenshot of all the folders in the Kaspersky folder.

 

Thanks in advance!

 

[Flood and Flood's wife]

10 minutes ago, allthebestdreams said:

I tried to find a folder named "Report" in the Kaspersky program files folder, but couldn't find anything.

 Hello @allthebestdreams, 

Thank you for posting back & the information!

• C:\ProgramData\Kaspersky Lab\AVP21.3\, not C:\Program Files 

Thank you?

Flood?+?

[allthebestdreams]

9 minutes ago, Flood and Flood's wife said:

 Hello @allthebestdreams, 

Thank you for posting back & the information!

• C:\ProgramData\Kaspersky Lab\AVP21.3\, not C:\Program Files 

Thank you?

Flood?+?

I do not have a ProgramData folder. The Program Files folders are the only Kaspersky associated folders I have on my PC.

[allthebestdreams]

Edit - found it, by default it's a hidden folder. But when I try to change the Report folder name - It says I require permission from SYSTEM to make changes to this folder. I am doing this with administrator rights, so I'm a bit lost here. I am now trying to navigate myself through permissions, which is a brand new beast.

Edited June 4, 2022 by allthebestdreams

[Wesly.Zhang]

35 minutes ago, allthebestdreams said:

Edit - found it, by default it's a hidden folder. But when I try to change the Report folder name - It says I require permission from SYSTEM to make changes to this folder. I am doing this with administrator rights, so I'm a bit lost here. I am now trying to navigate myself through permissions, which is a brand new beast.

Hello, @allthebestdreams

You should disable product self-defense function first in KL product settings.

Regards.

[allthebestdreams]

Thank you all so much! Thanks Wesley; I was able to rename the report folder, and have now re-activated self-defense.

Following Flood/Igor's solution froms tart to finish -

I am pleasantly able to report that I can now run Kaspersky, with Hotspot running! A bonus is I'm also able to use Jdownloader without any interference as well.

Tremendous help here! I never would have figured that out by myself.

 

Cheers

[Flood and Flood's wife]

32 minutes ago, allthebestdreams said:

Following Flood/Igor's solution from start to finish - I am pleasantly able to report that I can now run Kaspersky, with Hotspot running! A bonus is I'm also able to use Jdownloader without any interference as well. Tremendous help here! I never would have figured that out by myself.

 Hello @allthebestdreams, 

Thank you for posting back & the information?!

We're delighted to read you've solved the issue?‍♂️

Cheers

Flood?+?

Edited June 4, 2022 by Flood and Flood's wife