Screenshots are always black [Solved][Closed]

[Plugumes]

Since I bought Kaspersky Internet Protection, all of my screenshots are black, even for pages that have no confidential information. How do I fix this?

[Berny]

@Plugumes Welcome. Can you take a screenshot when you temporary pause Kaspersky.

[Plugumes]

How do I pause Kaspersky?

[Berny]

Please rightclick the Kaspersky icon in the taskbar and click on “Pause protection ...”

[Plugumes]

When I right click on the icon, I don’t see pause protection as an option. Do you have any other suggestions? I’m sure I’m not the first person who’s had this issue. Thanks for answering my inquiries.

[nexon]

On the taskbar (where is time and date) on your pc there is kaspersky icon right click on this and select pause protection.

 

 

[Berny]

In addition to Nexon please see below

 

 

[Plugumes]

The only options are:

remove from Chrome

Hide in Chrome

Manage extensions

Inspect popup

 

[Plugumes]

Sorry, I’m just not seeing those options. When I click on the icon, the only options are the ones noted above. If I go to “task manager” on my laptop, Kaspersky doesn’t even appear.

[nexon]

Taskbar is on all Windows PCs. 
Your devide is tablet or?

Can you do photo of this what you see with mobile?

[Plugumes]

It’s a PC laptop

[Berny]

@Plugumes Do you have the green Kaspersky icon in the taskbar left to time & date ?

[Plugumes]

No; the only Kaspersky icon I see is gray and in the upper right hand corner of my screen.

[Plugumes]

I found it and paused it, and sure enough, a new screenshot is what it should be. What does this mean?

[Berny]

Please click on  the icon    ^    in the taskbar and drag the green Kaspersky icon in the taskbar.

[Plugumes]

Done. It’s actually a green circle with a check mark in the middle. I assume that’s the right one, because when I hover over it, it says Kaspersky.

[Berny]

Please rightckick > pause and try a screenshot.

[Plugumes]

I did that and the screenshot worked. So what do you recommend?

[Berny]

@Plugumes For further investigation and suggestions can you please provide a GSI Log

[Plugumes]

ok, downloading that now. Once that’s done, will that take care of the screenshot issue?

[Plugumes]

This download looks like it will take a long time. Is this a safe download?

[Berny]

@Plugumes No, the report can be helpful to provide you an eventual solution.

[nexon]

Your internet speed depends on your ISP (Inetrnet service provider) and yes it is safe. Some info will be collected which can be helpful for us.

[Plugumes]

ok, thanks. It looks like it’s going to take a while, so I have to sign off for now. Can I log back into this conversation later if I have more questions? Will the GSI tell me what the issue is?

[Berny]

@Plugumes

The GSI is providing system information but will not tell the issue.

If you have other questions, please open a new Topic.