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 December 25, 2024 by Flood and Flood's wife
Added KTS, How to uninstall the application. 

[Sander]

Thanks @Flood and Flood's wife this really a great and the only working solution for the disfunctioning of Microsoft Teams in combination with Kaspersky Total Security (KTS)!

 

[harlan4096]

Migrate Your obsolete KTS to Kaspersky Plus...

[Sander]

Thanks for the tip @harlan4096 While a free upgrade path from KTS to Plus exists for eligible licenses via the Kaspersky site, why isn't Kaspersky proactively notifying users in-app or via email?

I've faced multiple issues with my three KTS licenses purchased last year (2025), only discovering they're now legacy and lacking full support requiring replacement to resolve compatibility problems like Teams blocking.

This feels like a missed opportunity, as online forums and reviews show widespread customer frustration with outdated KTS features and support. It's a shame, as proactive communication could retain loyalty and prevent unnecessary churn.
 

[harlan4096]

This announcement thread is from 2022:

 

https://forum.kaspersky.com/topic/kaspersky-basic-standard-plus-premium-info-faq-22816/#comment-98356

[Sander]

@harlan4096 thanks for linking the 2022 announcement, I have never seen or heard of it before, despite being a loyal Kaspersky client using MyKaspersky for many years.

Kaspersky continued selling/renewing KTS licenses mid-2025 without clear warnings, and I've received zero proactive notifications despite three licenses bought last year. Their renewal page claims "explore without paying extra," but switching from KTS to Plus today costs $117.80 extra for the same duration despite paying more for those KTS licenses half a year ago.

This contradicts "loyal customers without paying extra," fueling frustrations across forums and proactive in-app/email alerts could prevent this.

 

[harlan4096]

Hum weird, as far as I know, Kaspersky Plus can be activated directly with any KTS license:

 

Q1. How are they compatible with old apps?

Kaspersky Anti-Virus     ->	Kaspersky Standard
Kaspersky Internet Security  ->	Kaspersky Standard
Kaspersky Total Security     -> Kaspersky Security Cloud   ->	Kaspersky Plus (with KSK and without unlimited VPN) Kaspersky Plus (with KSK and without unlimited VPN)