Several TRUSTED applications are silently blocked and I need to know how to safely add them to another exclusion list

[Tanaka]

Dear community members!

Since a few days ago, several different pieces of software have completely stopped being able to connect to the internet: Whatsapp for desktop, Discord for desktop, Teams for desktop, Microsoft Edge and Google Chrome. Everything else still works normally, to the point I can access Whatsapp, Discord and Teams through the Firefox browser. I couldn't get any specific error message other than ERR_CONNECTION_RESET.

At first, I tried disabling both Kaspersky's and Windows' firewalls, and even disabling Kaspersky's antivirus didn't work either. Weirdly, today, I have tried again disabling Kaspersky and said pieces of software magically resumed being able to connect to the internet. Before that, I had tried several troubleshooting steps, without any success: (1) restarting the software; (2) clearing the browsers' caches; (3) installing the latest versions; (4) rebooting the computer; (5) restarting the internet connection; (6) connecting through wifi (I usually do so through cable); (7) resetting network settings as an administrator with Netsh winsock reset, Netsh int ip reset, Ipconfig /release, ipconfig /renew and Ipconfig /flushdns; (8) uninstalling all VPN software (I don't use VPN, but I'd read that some pieces of VPN software can still silently interfere with the internet connection).

The several steps I took, coupled with the fact disabling Kaspersky now enables said pieces of software internet access, point to Kasperky Total Security as the culprit.

I wouldn't be bothering you if this were a simple "add the blocked software to the trusted list", because all applications I mentioned are already in Kaspersky's trusted list, as shown in the attachments 1 to 5 (Tools => Manage applications => Application control). However, they can only work if I add them to another exclusion list, called "Exclusions", which be accessed by [Cog icon]=> Threats and exclusions => Manage exclusions (see attachments 6.1 and 6.2). I cannot overstate how weird this is: even though the pieces of software I mentioned are already in Kaspersky's own "trusted list", Kaspersky has started to suddenly and silently block them until I manually add them to another of Kaspersky's lists.

I'm asking for help because as a layman, I'm afraid that adding the blocked pieces of softwares to that specific "Exclusions" list creates a security risk, and, to be honest, the need to manually add softwares alreadly listed as trusted to another list looks a lot like a bug. I'd like to definitely and safely address this bug or, at the very least, know how can I safely restart using Chrome, Teams, Discord, etc.

My Kaspersky is in Portuguese, but I'm asking here in the English forum in order to broaden the support I can get.

Kindest regards,

Michel

[Flood and Flood's wife]

4 hours ago, Tanaka said:

Since a few days ago, several different pieces of software have completely stopped being able to connect to the internet: Whatsapp for desktop, Discord for desktop, Teams for desktop, Microsoft Edge and Google Chrome. Everything else still works normally, to the point I can access Whatsapp, Discord and Teams through the Firefox browser. I couldn't get any specific error message other than ERR_CONNECTION_RESET.

The several steps I took, coupled with the fact disabling Kaspersky now enables said pieces of software internet access, point to Kasperky Total Security as the culprit.

I'm asking for help because as a layman, I'm afraid that adding the blocked pieces of software to that specific "Exclusions" list creates a security risk, and, to be honest, the need to manually add software already listed as trusted to another list looks a lot like a bug. I'd like to definitely and safely address this bug or, at the very least, know how can I safely restart using Chrome, Teams, Discord, etc.

My Kaspersky is in Portuguese, but I'm asking here in the English forum in order to broaden the support I can get. Kindest regards, Michel

 

Hello @Tanaka, Michel

Welcome!

There's a known issue with v21.3 that's been fixed in the new version, there's two options, a free upgrade to the new version or a workaround to the existing version, please read on: 

*Option one*

• KTS is Kaspersky's old software, it's been replaced by Kaspersky Plus, it can be upgraded for free - READ: Kaspersky: Basic, Standard, Plus, Premium - info & FAQ by Danila T. The free upgrade is *like-for-like*. Before upgrading please do the following:

1. Make sure the KTS activation code is saved in (your) MyKaspersky account, Subscription tab?
2. Create a System Restore Point. 
3. Uninstall KTS, using Windows, Uninstall OR change a program -> during the *uninstall* do not check/tick any boxes *except* Save license & IF (you've) created Secret vault(s) check/tick the Data Encryption box; READ: KTS, How to uninstall the application. 
4. Shutdown the computer using Shutdown, not Restart, power ON the computer by pressing the power button, login. 
5. Download Kaspersky Plus: https://www.kaspersky.com/downloads#update-product
6. Install Kaspersky Plus. 
7. *Important* At the *end* of the successful Kaspersky Plus install, make sure you've signed into the Kaspersky Plus application with the same email address that (you) use to sign into (your) MyKaspersky account - so it synchronises with (your) MyKaspersky account. 
8. Recheck the original issue? 

*Option two*

1. Make sure Windows Hidden items, is checked -> refer: View hidden files and folders in Windows
2. *important* -> open Kaspersky app, select Settings⚙ -> General, uncheck Enable Self-Defense, select Save, select Yes to confirm the action.
3. Exit Kaspersky app - on the Windows taskbar or hidden icons, rightclick the Kaspersky icon, select Exit.
4. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\Report\ and delete the contents -> all files and folders.
5. Shutdown the computer, using Shutdown, not Restart, power on, login.
6. Make sure KTS is running?
7. *important* -> Enable Self-Defense.
8. Re-check the issue(s)?

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

Thank you🙏
Flood🐳+🐋

Edited 11 hours ago by Flood and Flood's wife
Added KTS, How to uninstall the application.