scan makes PC shut down

[Guest]

kaspersky security cloud makes my PC shut down when i try and scan. The tower doesn't feel warm at all so I doubt its overheating.

[Berny]

@janjan Welcome. Can you please provide a GSI Log

[Guest]

Hi - thanks for responding. here is the file.

[Berny]

@janjan Can you locate  Log files in folder “C:\Program Data\Kaspersky Lab”

[Guest]

This is what my C: contains - no Program Data. There is a kaspersky Lab inside Program Files (x86) but can see no log files in there, just Password Manager, Secure Connexion and Security Cloud.
 

 

[Berny]

@Berny

Please try this :

• Open File Explorer 
• Select View Tab.
• Uncheck "Hide protected Operating system files"
• Click on "Show hidden files and folders"
• Press Yes > OK

[Guest]

Hi. Thanks for that, I have found 2 files KAV.dumpwriter.log and KSDE.dumpwriter.log and I can;t attach them. It said I didn’t have permission so I went into properties and changed the permissions. Now it comes up with a message saying ‘something went wrong, please check your link and try again’. I’ve tried opening and re-saving onto desktop but still can’t attach them.

 

Jan

[Berny]

@janjan Can you please post a screenshot.
Also , if you have a valid Kaspersky license please contact K-Lab Technical Support  ,
describe your issue and attach GSI Log and  KAV.dumpwriter.log  in your request :
> Summary > Technical Support Center > Request Technical Support > Create Request 
 

[Guest]

Here is screen shot of log files:

 

Here is screenshot of permissions:

​​​​here is screenshot of error message:

 

I am using the free version of kaspersky.

 

Thanks

 

Jan

[Berny]

I am using the free version of kaspersky.

Unfortunately  TS is not available for free Kaspersky products,
we however keep this Topic open for any eventual helpful suggestion.

[richbuff]

Also, in addition to what Berny indicates in the post above this post, 

You mentioned that the tower does not feel hot, but that is the main cause of scan shut down. Your screenshots are illegible, can you post screenshots with larger print, or post  what the error messages say.  

 

Also, as Berny mentions, Tech Support is not indicated for free versions, but, occasionally, for major issues, Tech Support can jump in. Please go ahead and contact Tech Support. 

 

 

https://www.getsysteminfo.com/report/7fdcb896cf5e4d3aa5e63f06892a352f

[Guest]

The error message is ‘Something went wrong, please check your link and try again’.

 

I know overheating is mentioned as the top cause but as I said my tower is cold?

 

I have copied the contents of the KAV file into a Word doc and has attached. Hope this is helpful.