Secure Connect - Not working on Windows anymore

[Britta]

Hi,

I use Secure Connect / VPN for 18 months and never had issues. For hours now, I am not able to connect. The App "connects" - but then the internet is dead. 

Restarted the app, restarted the computer, tried different countries.

Any tips?

[Britta]

I updated the app. Only result is, that it is now in Russian (I do not speak Russian). So now I have two problems. 

[Britta]

Win10

Kaspersky: 21.23.6.614-1

I also tried out different protokolls. 😞

[Britta]

And I tried different browsers and different websites (which work when VPN is off):

[Britta]

Solved - but cannot say how!

Still need help to switch the app back to English!

Edited 10 hours ago by Britta

[Flood and Flood's wife]

6 hours ago, Britta said:

Win10, Kaspersky: 21.23.6.614-1

2 hours ago, Britta said:

Still need help to switch the app back to English!

 

Hello @Britta, 

Welcome!

1. What is (your) physical location? 
2. Is Kaspersky VPN Secure Connection a *stand-alone-subscription* OR part of Kaspersky Premium & OR Kaspersky Plus subscription(s)? 
3. 21.23.6.614-1 is being distributed in a staggered distribution, depending on where (you) reside, the distribution may not have commenced there yet - for example in our location - 21.23 in English is not yet available... 
4. Another user with a similar issue resolved it by using https://www.kaspersky.com/downloads/premium - the *full* Kaspersky Premium package, from Kaspersky's main website OR: 
5. Please submit a request to Kaspersky Customer Service,  https://support.kaspersky.com/b2c#contacts - select Email, fill in the template as shown, provide a *detailed history*   

Please share the outcome, with the Community, when it's available?

Thank you🙏
Flood🐳+🐋

Edited 8 hours ago by Flood and Flood's wife
grammar

[Britta]

I already wrote to support - even before I found the forum - they are slow (for a paid service). 

I bought it later than the Kaspersky package - so it is a stand alone version, I guess. 
I had the same problem with first installing it, as the sign in always sends me to the Russian version....

Edited 7 hours ago by Britta

[Flood and Flood's wife]

3 hours ago, Britta said:

• I already wrote to support - even before I found the forum ~ 
• - they are slow (for a paid service). 
• I bought it later than the Kaspersky package - so it is a stand alone version, I guess. 
• I had the same problem with first installing it, as the sign in always sends me to the Russian version....

Hello @Britta, 

Thank you for the information!

1. Had that been provided *somewhere* in (your) initial four posts we would not have wasted valuable time. 
2. IF (you've) received an automated email with an incident reference number prefixed with INC0000, contractually, Kaspersky have met their 24hr response time obligation; now (you) patiently wait, a Kaspersky human will contact you, generally within 2 to 5 business days & provide the necessary support to resolve the issue to your satisfaction. 
3. Reading back on the original information, (you've) been happily using the VPN for 18mths but in this post it appears as tho each time (you) wish to install it, (you) end up with the Russian version - we would encourage (you) to share as much information as possible with support - don't assume they already know or that they have crystal balls - they don't - tell them everything *until* the issue is *properly* fixed & *when* the issue is *properly* fixed come back & share that information with the Community please? 
4. *AND* IF there are questions asked - answer them - they're asked for a reason. 

Thank you🙏
Flood🐳+🐋

Edited 4 hours ago by Flood and Flood's wife
add.

[Berny]

@Britta

5 hours ago, Britta said:

Kaspersky: 21.23.6.614-1 .........
Still need help to switch the app back to English!

The download links for Kaspersky 21.3 EN global versions (no regional restrictions)  are available here :
→ https://www.kaspersky.com/downloads#update-product

You should first uninstall your current version , after installation please take care that Kaspersky 21.3 EN is connected to your MyKaspersky account.

[Britta]

Thanks a lot. But that link does not seem like secure connect app. Just want to be sure, not that I mess up more. I am happy that it works. 

@Flood and Flood's wife
I am not sitting around and being in a support forum is not my full time job. I had to teach online classes under difficult circumstances, as I could not use the computer due to the VPN failure - and same time tried to fix this problem. 

You know who helped to fixed it? The support of another free VPN provider - with the same information (actually less) than I gave you.

 This app, I need in English please.

 

Edited 4 hours ago by Britta

[Berny]

@Britta

You are welcome. This procedure has been submitted multiple times submitted on this Forum , but if you don't trust please continue with Kaspersky Technical Support.

[Berny]

Here is another EN download link 

https://dm.s.kaspersky-labs.com/en-gb/KSDE/21.23.6.614/startup.exe

Spoiler

 

[Flood and Flood's wife]

19 minutes ago, Britta said:

Thanks a lot. But that link does not seem like secure connect app. Just want to be sure, not that I mess up more. I am happy that it works. 

@Flood and Flood's wife
I am not sitting around and being in a support forum is not my full time job. I had to teach online classes under difficult circumstances, as I could not use the computer due to the VPN failure - and same time tried to fix this problem. 

You know who helped to fixed it? The support of another free VPN provider - with the same information (actually less) than I gave you.

1.  This app, I need in English please.

Hello @Britta, 

Thank you for posting back & the information!

We *know* what you need & what the issue is & we don't understand why you've been given links that are not going to solve the issue.

The *reason* we advised you to wait for Kaspersky support to contact you is bc it's the Kaspersky support team who can assist you to resolve this issue. 

So to reiterate - please wait for the support team to engage - they will assist & they will endeavour to resolve. 

Thank you🙏
Flood🐳+🐋

[Berny]

I recently installed K Premium EN 21.23 on a new device , K VPN as well as K KPM have been automatically included during the installation 😊