Safe Kids crashes and also affecting explorer

[djenric]

Hi. I’ am using Ksapersky Total Security with Safe Kids. On every PC everthing is working. The strange thing is that on one Safe Kids crashes itself, hangs the explorer and with that also windows 10.
I only can restart PC then with ending up always the same. Only solution is to deinstall Safe Kids. In Eventlog then i find always following entry:

Ebene    Datum und Uhrzeit    Quelle    Ereignis-ID    Aufgabenkategorie
Fehler    01.12.2020 19:31:01    .NET Runtime    1025    Keine    Anwendung: safekidsui.exe
Frameworkversion: v4.0.30319
Beschreibung: Die Anwendung forderte die Beendigung des Prozesses durch System.Environment.FailFast(Zeichenfolgenmeldung) an.
Meldung: Terminate on fatal exception on start application
Stapel:
   bei System.Environment.FailFast(System.String, System.Exception)
   bei KasperskyLab.UI.Common.ExceptionPolicy.ProcessExceptionOnStartApplication(System.Exception, System.String)
   bei KasperskyLab.KidSafe.UI.App.<OnStartup>b__2_1(System.Exception)
   bei KasperskyLab.UI.Common.ExceptionsProcessor.ExecuteActionWithExceptionFilter(System.Action, System.Func`2<System.Exception,Boolean>)
   bei KasperskyLab.UI.Common.IoC.RapidUnityContainer.Resolve(System.Type, System.String, KasperskyLab.UI.Common.IoC.ResolverOverride[])
   bei KasperskyLab.UI.Common.IoC.RapidUnityContainer.Resolve[[System.__Canon, mscorlib, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089]]()
   bei KasperskyLab.KidSafe.UI.Bootstrapper.PostRunInitialization()
   bei KasperskyLab.KidSafe.UI.App.<OnStartup>b__2_0()
   bei KasperskyLab.UI.Common.ExceptionsProcessor.ExecuteActionWithExceptionFilter(System.Action, System.Func`2<System.Exception,Boolean>)
   bei KasperskyLab.KidSafe.UI.App.OnStartup(System.Windows.StartupEventArgs)
   bei System.Windows.Application.<.ctor>b__1_0(System.Object)
   bei System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
   bei System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   bei System.Windows.Threading.DispatcherOperation.InvokeImpl()
   bei System.Windows.Threading.DispatcherOperation.InvokeInSecurityContext(System.Object)
   bei System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   bei System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   bei System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
   bei MS.Internal.CulturePreservingExecutionContext.Run(MS.Internal.CulturePreservingExecutionContext, System.Threading.ContextCallback, System.Object)
   bei System.Windows.Threading.DispatcherOperation.Invoke()
   bei System.Windows.Threading.Dispatcher.ProcessQueue()
   bei System.Windows.Threading.Dispatcher.WndProcHook(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   bei MS.Win32.HwndWrapper.WndProc(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   bei MS.Win32.HwndSubclass.DispatcherCallbackOperation(System.Object)
   bei System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
   bei System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   bei System.Windows.Threading.Dispatcher.LegacyInvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32)
   bei MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
   bei MS.Win32.UnsafeNativeMethods.DispatchMessage(System.Windows.Interop.MSG ByRef)
   bei System.Windows.Threading.Dispatcher.PushFrameImpl(System.Windows.Threading.DispatcherFrame)
   bei System.Windows.Threading.Dispatcher.PushFrame(System.Windows.Threading.DispatcherFrame)
   bei System.Windows.Application.RunDispatcher(System.Object)
   bei System.Windows.Application.RunInternal(System.Windows.Window)
   bei System.Windows.Application.Run(System.Windows.Window)
   bei KasperskyLab.KidSafe.UI.EntryPoint.Start(System.Action`1<KasperskyLab.UI.Common.IoC.IUnityContainer>, System.Collections.Generic.IEnumerable`1<System.Type>)
   bei KasperskyLab.KidSafe.UI.EntryPoint+<>c__DisplayClass7_0.<LoadImpl>b__0()
   bei System.Threading.ThreadHelper.ThreadStart_Context(System.Object)
   bei System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   bei System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   bei System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
   bei System.Threading.ThreadHelper.ThreadStart()

System is using a Phenom(tm) II X6 1055T CPU with 12 GB RAM, running Windows 10 on a Samsung EVO SSD. I can give more informations when required.

Hope somebody can help

[Flood and Flood's wife]

Hello @djenric, 

Welcome!

• [a] Windows 10 OS build? In the Windows search field, type  winver  → a small popup window will show the information? 
• Which KTS version & patch(x) x=letter is installed → On the Windows Taskbar, rightclick the Kaspersky icon, select About?
• [c] Which KSK version is installed → On the Windows Taskbar, rightclick the Kaspersky icon, select About?
• [d] Has a clean install of KTS been done? If “no”, please the following:

1. Uninstall KSK, shutdown at the end of the uninstall, using Shutdown, not Restart, power on, login.
2. Uninstall KTS, save License information only → step 8 in the documentation; ensure the machine is shutdown at the end of the uninstall, using Shutdown, not Restart, power on, login:
3. Check whether any applications installed on your computer are incompatible with Kaspersky Total Security.
4. Download & clean install KTS, at the end of the install,  ensure the machine is shutdown at the end of the uninstall, using Shutdown, not Restart, power on, login, make sure the machine is synchronised with your MyKaspersky account? 
5. Configure KSK. 
6. Recheck “Safe Kids crashes itself, hangs the explorer and windows 10” issue? 

Please let us know if the issue persists? 

Thank you🙏

Flood🐳+🐋

[djenric]

Hello. Glad to be here. It is really confusing me. It is otherwise working everywhere.

To your questions:
[a] WIN 20H2 (Build 19042.662)
KTS 21.2.16.590
[c] I cannot tell. Icon always disappear after installing in KTS and window did not be shown to configure.
[d] I did already uninstall using windows and also using Kaspersky uninstall tool. Also i tried install and uninstall with reboot and shutdown and power on again.

I always end up in the same way. It is never possible to configure KSK, i have error in syslog as shown above and it is then also affecting explorer and windows.

What is also curious is that message in syslog appears 4 times.

Thanks for helping

[Guest]

hello!

Better to contact Tech support: Create a request to Tech Support

In addition, try to identify the scenario of the issue. Maybe the issue occurs after returning the device from sleep mode?

If do not use sleep mode, then the issue occurs?

[Flood and Flood's wife]

Hello @djenric, 

You’re most welcome☺ !

Thank you for updating us👌

Please contact Kaspersky Technical Support, fill in the Application malfunction, Other template, include:

1.  A detailed history?
2. What caused the problem?
3. Did you try to solve the problem? How?
4. Text from an error message? Screenshot? Video?
5. Community topic URL?

• Support may request traces & or other data, they will guide you

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will be in touch, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Please share the outcome with the Community when it’s available? 

Thank you🙏

Flood🐳+🐋

[djenric]

The problem occurs always immediately after installing KSK. So sleep mode should not affecting here. 🤔

I will try to contact tech support.

 

Thank you