safekid doesnt work anymore

[Cedromomo]

No time limits today is the what the system says, despite all the setting are correct 

[Flood and Flood's wife]

Hello @Cedromomo, 

Welcome!

1. For your child, which device is Kaspersky Safe Kids (KSK), installed on: Windows, Android, MAC, iOS? 
2. How long has KSK been installed? 
3. Has the device been powered OFF & ON? 
4. For you, which device is Kaspersky Safe Kids (KSK), installed on: Windows, Android, MAC, iOS? 
5. Has the device been powered OFF & ON? 
6. Is KSK Premium or Free? 

Please let us know? 

Thank you🙏

Flood🐳 +🐋

[Cedromomo]

Hi, 

now both of her devices are not monitored  anymore

the weirdest of all is I receive messages saying the mob device  left location or returned location when it actually never left it (it is on my desk) and the laptop as a message that their is no restriction today, with a child both hands up

 

to your questions:

 

1. For your child, which device is Kaspersky Safe Kids (KSK), installed on: Windows, Android, MAC, iOS? 

One on a Samsung galaxy 10

one on laptop windows 10

1. How long has KSK been installed? 

12 or 13 months 

1. Has the device been powered OFF & ON Cedrick: yes included rebooted
2. For you, which device is Kaspersky Safe Kids (KSK), installed on: Windows, Android, MAC, iOS? 
   Cedrick:  one on my iPhone XS, one on my px windows 10
3. Has the device been powered OFF & ON? 
   Cedrick yes
4. Is KSK Premium or Free? 
   premium, account [deleted by moderation]
   
   
    

[Cedromomo]

 

[Flood and Flood's wife]

Hello @Cedromomo, 

Thank you for updating us👌

• In the last week, there’s been 4 topics reporting similar issues, please log a case with Kaspersky Technical Support, fill in Application malfunction, Other template; in the problem description explain that there are 4 devices, Support will request Logs, Traces & other data, they will advise 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 the MyKaspersky account.

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

Thank you🙏

Flood🐳 +🐋

[Guest]

Hello!

For all who encountered the issue:

Please collect traces of the issue in KSK (https://support.kaspersky.com/13191):

 1) Enable tracing
 2) Reboot OR restart KSK (Exit KSK and then launch it again).
 3) Open MyK and change time limit settings ( for instance shift the limit)
 4) Wait for 15 min
 5) Make sure that these new settings were not applied by KSK (no notifications appear)
 6) Exit KSK
 7) Copy traces from "%ALLUSERSPROFILE%\Kaspersky Lab\Kaspersky Safe Kids (product version)\Logs" folder to another folder (for instance to the new folder on Desktop)
 8) Disable tracing in KSK.

 

Send these traces to Tech support with description of the issue and screenshots.

Thank you!