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Secure browser, premium (although it's not really premium).

Stan_natS

By Stan_natS
in Kaspersky: Basic, Standard, Plus, Premium

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Stan_natS

Stan_natS

Posted
Posted

1, The secure browser has stopped working correctly.
2, The submission of the problem form doesn't work (small green button in the top right corner). There is no confirmation via email.
3, Premium - not really premium. Support is only available in English, French, and German))) Is this from the last century? There isn't even support for the official language of the country of purchase))) Kaspersky - does not speak with the customer in their language, excellent PR for a successful company.
4, Premium, which is not really premium, has no form for sending problem messages anymore, except for a live call? There, 50% is completely unclear what the operator is saying. The call quality is awful.
5, The problem - if you open the secure window, everything is visible; if you take a screenshot of the screen (not a black screenshot).
6, Changing browsers in the program settings doesn't make any difference.

Снимок экрана (156).png

  • Like 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
1 hour ago, Stan_natS said:

1, The secure browser has stopped working correctly.
2, The submission of the problem form doesn't work (small green button in the top right corner). There is no confirmation via email.
3, Premium - not really premium. Support is only available in English, French, and German))) Is this from the last century? There isn't even support for the official language of the country of purchase))) Kaspersky - does not speak with the customer in their language, excellent PR for a successful company.
4, Premium, which is not really premium, has no form for sending problem messages anymore, except for a live call? There, 50% is completely unclear what the operator is saying. The call quality is awful.
5, The problem - if you open the secure window, everything is visible; if you take a screenshot of the screen (not a black screenshot).
6, Changing browsers in the program settings doesn't make any difference.

 

Hello @Stan_natS, 

Welcome!

  1. Safe browser  - screen-print, agreed, we can replicate the issue.
  2. Agreed, https://support.kaspersky.com/nl/b2c/nl#contacts - Chat & Phone support languages are only: English, Français, Deutsch; we'd recommend raising the issue via Email please? 
  3. We're been able to use the Chat / Support portal without any issues, we cannot see the "small green button in the top right corner", could you help us by sharing a screen-print of this please? 
  4. Kaspersky Customer Service, for Home users, is via: https://support.kaspersky.com/nl/b2c/nl#contacts - the available languages are as per our dot point 2. above
  5. Please post the URL, selected for the Premium support - your dot point 4. reference?
  6. The Kaspersky Premium support component of the subscription is defined in this document: Premium ondersteuning.

USER_2024-02-19_013747.thumb.jpg.a4e18956ffe4fd234b5e8a44895a2ba3.jpg

Please post back? 

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
added more information || corrected link
Schulte

Schulte

Posted
Posted

Hello @Stan_natS,

how did you create the screenshot?

The function using the 'PrtScr' key is permitted. This means that someone is sitting at your computer and operating the keyboard.
Only the creation of a screenshot that is triggered by software should be prevented.

  • Like 2
Stan_natS

Stan_natS

Posted
  • Author
Posted

I was explained that starting from version 21.16, the screenshot feature is now programmed into the software. However, the developers forgot to add the option for the user to choose in the program, meaning the user must decide whether to allow or disallow taking screenshots systemically in the secure browser.

On one hand, this assists developers and debuggers, but on the other hand, it compromises the security of the program. In other words, anyone can take a screenshot of the screen, even physically, while you are not looking or stepped away. The company itself has thus reduced the security of the program.

Sending a message through the green form at the bottom right sends the message directly to the developers without any identifier, hence there is no reaction via email.

To test the secure browser's functionality, you can download a third-party screen capture program. Open the secure browser, and if after taking a screenshot you see the content of the secure browser's screen, the program is not functioning correctly.

I'll reiterate, a company that does not support multilingualism (in its software, in support) a priori cannot operate in Europe. Seems like it's not the Middle Ages. Finally, now there should be no language problems at all, especially with the emergence of AI, it's not just Google Translate.

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
2 hours ago, Stan_natS said:
  1. I was explained that starting from version 21.16, the screenshot feature is now programmed into the software.
  2. Sending a message through the green form at the bottom right sends the message directly to the developers without any identifier, hence there is no reaction via email.

Hello @Stan_natS, 

Thank you for posting back!

  1. We're not sure where this information is from: "the screenshot feature is now programmed into the software" - please provide the source reference - URL?
  2. The only *recent* Safe-Money change we're aware of is:  Kaspersky for Windows, What's new in the latest version of the application, December 26, 2023, ID 119653 "Improved the Safe Browsing component: now the color of the frame changes when protection components are turned off."
  3. Safe Money, Report a problem - correct. The following is the Privacy Policy compliance guidelines, in relation to the Safe Money Report a problem feature: Privacy provisions for sending feedback on Safe Money performance. IF (you) require an incident request number OR Email acknowedgement - you're more than welcome to report a problem via Kaspersky Customer Service - https://support.kaspersky.com/nl/b2c/nl#contacts - all such requests generate an incident request #, prefixed with INC0000 that can be tracked & managed via this # & send an automated Email with the Incident request #. 
  4. We've acknowledged the language issue, you may wish to raise a Feedback, I have a complaint request, also with Kaspersky Customer Service - https://support.kaspersky.com/nl/b2c/nl#contacts.

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
modified 3.
Berny

Berny

Posted
Posted

@Stan_natS Hello,

18 hours ago, Stan_natS said:

" ... with the emergence of AI ..."

Recently  multiple AI generated nonsense comments have been deleted 🤔

  • Like 1
Berny

Berny

Posted
Posted

↓ In the meantime , from Kaspersky HQ ↓

Quote

" ... About the support assistance in the Dutch language, we have passed them on to our development team ... "

 

  • Like 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
On 2/19/2024 at 12:27 AM, Stan_natS said:

 

  • The submission of the problem form doesn't work (small green button in the top right corner). There is no confirmation via email.
  • The problem - if you open the secure window, everything is visible; if you take a screenshot of the screen (not a black screenshot).
On 2/19/2024 at 3:18 AM, Stan_natS said:
  • Sending a message through the green form at the bottom right sends the message directly to the developers without any identifier, hence there is no reaction via email.
  • To test the secure browser's functionality, you can download a third-party screen capture program. Open the secure browser, and if after taking a screenshot you see the content of the secure browser's screen, the program is not functioning correctly.
     

@Stan_natS, 

The data transmitted via the Report a problem - Send feedback window - is as follows:                                                          

  • OS Version
  • Kaspersky Product Version
  • Safe Browser Version
  • HTTP Referer
  • Url, website where the issue exists.   

To comply with Kaspersky's Privacy Policy, read: Privacy provisions for sending feedback on Safe Money performance - the user's email address is not recorded -> no reaction, no response is *as per design*, not an error.

Regarding 'screenshots', read: Cannot take a screenshot when Protected Browser is running: 

Protected Browser does not have any known incompatibilities with built-in screenshot capturing tools. If you experience problems with taking screenshots using the Print Screen key, check the settings or the key combination for screen capturing or if any other screenshot-capturing tool is running. Please note that it is not possible to take a screenshot if hardware virtualization is enabled. For more information about hardware virtualization, refer: About protection through hardware virtualization in Kaspersky applications  -> screen image captured using PrtScr keysm-unable-2-take-sp-with-sm-running.thumb.jpg.d137b62b0de07a819505fa905cf41c29.jpg

 

Using (Windows) Snipping tool: 

kc-kis-payment-issues-snip.thumb.PNG.ed810167404e8bf959a457a96995e8ca.PNG

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
removed whitespace
  • 2 weeks later...
Stan_natS

Stan_natS

Posted
  • Author
Posted
On 2/18/2024 at 6:43 PM, Flood and Flood's wife said:

Hello @Stan_natS, 

Thank you for posting back!

  1. We're not sure where this information is from: "the screenshot feature is now programmed into the software" - please provide the source reference - URL?
  2. The only *recent* Safe-Money change we're aware of is:  Kaspersky for Windows, What's new in the latest version of the application, December 26, 2023, ID 119653 "Improved the Safe Browsing component: now the color of the frame changes when protection components are turned off."
  3. Safe Money, Report a problem - correct. The following is the Privacy Policy compliance guidelines, in relation to the Safe Money Report a problem feature: Privacy provisions for sending feedback on Safe Money performance. IF (you) require an incident request number OR Email acknowedgement - you're more than welcome to report a problem via Kaspersky Customer Service - https://support.kaspersky.com/nl/b2c/nl#contacts - all such requests generate an incident request #, prefixed with INC0000 that can be tracked & managed via this # & send an automated Email with the Incident request #. 
  4. We've acknowledged the language issue, you may wish to raise a Feedback, I have a complaint request, also with Kaspersky Customer Service - https://support.kaspersky.com/nl/b2c/nl#contacts.

Thank you🙏
Flood🐳+🐋

1, We're not sure where this information is from: "the screenshot feature is now programmed into the software" - please provide the source reference - URL?
-  If you read carefully, this applies only to version 21.16. I received this information from correspondence with the company's support service. In each country, there is a team of developers that creates software according to local laws and customer requirements. In this version, at the request of developer clients, they have implemented the absence of "safe payment" protection for debugging payment system applications. That is, you can take a screenshot with the Windows key. I wrote about the dangers of this for the user. You were distracted; anyone can walk by and take a screenshot.

I'll repeat, if changes are being made, you need to leave the options that were there but allow the user to choose between them using a selection function. That is, a function is needed - check the box if you want it, don't check it if you don't.

2, The only *recent* Safe-Money change we're aware of is:  Kaspersky for Windows, What's new in the latest version of the application, December 26, 2023, ID 119653 "Improved the Safe Browsing component: now the color of the frame changes when protection components are turned off."
- This point is not relevant to the matter.

3, Safe Money, Report a problem - correct. The following is the Privacy Policy compliance guidelines, in relation to the Safe Money Report a problem feature: Privacy provisions for sending feedback on Safe Money performance. IF (you) require an incident request number OR Email acknowedgement - you're more than welcome to report a problem via Kaspersky Customer Service - https://support.kaspersky.com/nl/b2c/nl#contacts - all such requests generate an incident request #, prefixed with INC0000 that can be tracked & managed via this # & send an automated Email with the Incident request #. 
- Let's repeat. If you are writing in the lower browser window - the request goes without identification; if it's through customer support, then with a reference number.

4, We've acknowledged the language issue, you may wish to raise a Feedback, I have a complaint request, also with Kaspersky Customer Service - https://support.kaspersky.com/nl/b2c/nl#contacts.
- Here are two issues:

  1. The quality of communication with customer support over the phone.
  2. There is a program interface that seems to be unified for all countries. There are not many options in the program for home use. It's not expensive to translate. For instance, in the EU, there are currently 27 member states. Labor migration is widespread. A person comes to another country and can only buy a local program with a maximum of three languages. This doesn't even consider large language groups of migrants from other countries. This is what is called an unfriendly interface. Make it like Windows, for example. Download a language pack, and the program will be in your native language. It's elementary; everything has already been invented.
  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
30 minutes ago, Stan_natS said:

1, We're not sure where this information is from: "the screenshot feature is now programmed into the software" - please provide the source reference - URL?
-  If you read carefully, this applies only to version 21.16. I received this information from correspondence with the company's support service. In each country, there is a team of developers that creates software according to local laws and customer requirements. In this version, at the request of developer clients, they have implemented the absence of "safe payment" protection for debugging payment system applications. That is, you can take a screenshot with the Windows key. I wrote about the dangers of this for the user. You were distracted; anyone can walk by and take a screenshot.

I'll repeat, if changes are being made, you need to leave the options that were there but allow the user to choose between them using a selection function. That is, a function is needed - check the box if you want it, don't check it if you don't.

2, The only *recent* Safe-Money change we're aware of is:  Kaspersky for Windows, What's new in the latest version of the application, December 26, 2023, ID 119653 "Improved the Safe Browsing component: now the color of the frame changes when protection components are turned off."
- This point is not relevant to the matter.

3, Safe Money, Report a problem - correct. The following is the Privacy Policy compliance guidelines, in relation to the Safe Money Report a problem feature: Privacy provisions for sending feedback on Safe Money performance. IF (you) require an incident request number OR Email acknowedgement - you're more than welcome to report a problem via Kaspersky Customer Service - https://support.kaspersky.com/nl/b2c/nl#contacts - all such requests generate an incident request #, prefixed with INC0000 that can be tracked & managed via this # & send an automated Email with the Incident request #. 
- Let's repeat. If you are writing in the lower browser window - the request goes without identification; if it's through customer support, then with a reference number.

4, We've acknowledged the language issue, you may wish to raise a Feedback, I have a complaint request, also with Kaspersky Customer Service - https://support.kaspersky.com/nl/b2c/nl#contacts.
- Here are two issues:

  1. The quality of communication with customer support over the phone.
  2. There is a program interface that seems to be unified for all countries. There are not many options in the program for home use. It's not expensive to translate. For instance, in the EU, there are currently 27 member states. Labor migration is widespread. A person comes to another country and can only buy a local program with a maximum of three languages. This doesn't even consider large language groups of migrants from other countries. This is what is called an unfriendly interface. Make it like Windows, for example. Download a language pack, and the program will be in your native language. It's elementary; everything has already been invented.

Welcome  back @Stan_natS,

  1. Golden rule - don't leave the desktop, PC, LapTop, or any other equipment unprotected - lock it before you leave it. 
  2. It may not be relevant to you, it may be relevant to other readers. 
  3. IF *you* read carefully - it's not a *Request* it's a Problem Report -the Problem Report goes without the necessary identification to *auto-generate* an Incident Request Number from the received data - IF you wish to receive an Incident Request number there's an option to contact Kaspersky Customer Service & log an Incident Request.
  4. These issues have been addressed in previous replies. 

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
Spelling
Stan_natS

Stan_natS

Posted
  • Author
Posted
On 2/20/2024 at 1:01 PM, Flood and Flood's wife said:

@Stan_natS, 

The data transmitted via the Report a problem - Send feedback window - is as follows:                                                          

  • OS Version
  • Kaspersky Product Version
  • Safe Browser Version
  • HTTP Referer
  • Url, website where the issue exists.   

To comply with Kaspersky's Privacy Policy, read: Privacy provisions for sending feedback on Safe Money performance - the user's email address is not recorded -> no reaction, no response is *as per design*, not an error.

Regarding 'screenshots', read: Cannot take a screenshot when Protected Browser is running: 

Protected Browser does not have any known incompatibilities with built-in screenshot capturing tools. If you experience problems with taking screenshots using the Print Screen key, check the settings or the key combination for screen capturing or if any other screenshot-capturing tool is running. Please note that it is not possible to take a screenshot if hardware virtualization is enabled. For more information about hardware virtualization, refer: About protection through hardware virtualization in Kaspersky applications  -> screen image captured using PrtScr keysm-unable-2-take-sp-with-sm-running.thumb.jpg.d137b62b0de07a819505fa905cf41c29.jpg

 

Using (Windows) Snipping tool: 

kc-kis-payment-issues-snip.thumb.PNG.ed810167404e8bf959a457a96995e8ca.PNG

Thank you🙏
Flood🐳+🐋

There is another issue with hardware virtualization. I use the program Sandboxie, and when I create more than three virtual machines with its help, Kaspersky disables hardware virtualization. It disables it completely. And even with the virtual machines turned off, I can no longer enable hardware virtualization separately.

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
28 minutes ago, Stan_natS said:

2. There is another issue with hardware virtualization. I use the program Sandboxie, and when I create more than three virtual machines with its help, Kaspersky disables hardware virtualization. It disables it completely. And even with the virtual machines turned off, I can no longer enable hardware virtualization separately.

Hello @Stan_natS

  1. The Report a problem information transmitted does not include the sender's email address - what / how / whom is Kaspersky going to send an Incident request number to? 
  2. IF (you're) running Sandboxie you will not be able to use SafeMoney - read: About protection through hardware virtualization in Kaspersky applications.  IF (you're) unable to enable Kaspersky HV, export Kaspersky Settings - How to export settings - (so you have a backup of the current Kaspersky config), then Restore Kaspersky Settings - How to restore the default settings of the application - then shutdown the computer using SHUTDOWN, not Restart, power on by pressing the power button, login & continue to check on Kaspersky HV.  

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
added to 2. || added links

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