software updater not loading

[VelvetLess]

Hello, I’m in need of help, when I load the front page of kaspersky it signals that one of my application needs to be updated, but when I try to open the software updater it remains stuck while loading itself, I tried reinstalling kaspersky and it did work for 10 minutes or so, but after that it stopped working again… what can I do to try to resolve that?
version 21.3.10.391 (b)

while i was checking in the assistance page of kaspersky it says that i run it on windows 10, while that is no longer true, might that be a possible source of problem?

thank you all...

[Schulte]

Hello @VelvetLess, Welcome.

Please start a manual database update and restart your computer after successful execution.
This will install the latest patch, then you should have version 21.3.10.391 (g).

You may also get patch 'H', which fixes the wrong Win10 indicator. But this is only a cosmetic problem.

[Berny]

@VelvetLess Welcome.

Can’t you proceed with a manual update from the application?
Not showing Windows 11 is a known cosmetic bug that will be fixed with the upcoming Patch (h).

You are currently still on Patch (b) , can you please update your database + reboot and check if the issue is persisting.

 

Edit : Whoops … sorry @Schulte 

[VelvetLess]

Hello @VelvetLess, Welcome.

Please start a manual database update and restart your computer after successful execution.
This will install the latest patch, then you should have version 21.3.10.391 (g).

You may also get patch 'H', which fixes the wrong Win10 indicator. But this is only a cosmetic problem.

thank you for your help, I tried manually updating the database and i did restart my pc, but i still have the “b” version of the application… I might have misunderstood the directions…
I will add a picture of what i understood I should do, since I use the client in a different language I feel unsure about my actions, is the procedure I have to execute the one I am highlighting?

 

[Schulte]

Hello @VelvetLess,

the manual says:

 

Per eseguire un aggiornamento dei database e dei moduli dell'applicazione:

1. Aprire la finestra principale dell'applicazione e fare clic sul pulsante Aggiornamento database.

   Verrà visualizzata la finestra Aggiornamento database.

2. Nella finestra Aggiornamento database fare clic sul pulsante Aggiorna.

 

Did you perform this?
Can you please post a screenshot of the corresponding window?

 

 

[Flood and Flood's wife]

Hello @VelvetLess, 

Thank you for posting back!

Yes, correct: Aggiornare i database e i moduli dell'applicazione. 

It’s unusual, if KTS has been uninstalled & reinstalled, for it to still be on the old patch (b).

When you uninstalled, were all checkboxes left blank/empty except for License information, exactly as in the following image:

 

 

1. Could we trouble you to uninstall again, following each step in: How to remove a Kaspersky application for Windows please? 
2. At the end of the uninstall, make sure the computer is rebooted, shutdown. 
3. Check whether any applications installed on your computer are incompatible with Kaspersky Total Security?
4. Download a new KTS installer from the How to install Kaspersky Total Security page. 
5. Continue with How to install Kaspersky Total Security from the installation file
6. At the completion of the install run a manual database update - allow it to complete. 
7. Shutdown the computer, using Shutdown, not Restart, power on, login, make sure KTS is running, on the Windows taskbar or hidden icons, rightclick the Kaspersky icon, select About → please let us know which patch has been applied? 

Thank you🙏

Flood🐳+🐋

Hi @Schulte, 🙇 , seems we’re online at the same time! Cheers. 

[Berny]

@VelvetLess Also , If you uninstall and reinstall Kaspersky or if you proceed with a new installation during the period in which a Patch is gradually being released on the Kaspersky update servers, there may be a few days delay before you obtain the new Patch.

[VelvetLess]

Hello @Schulte, i figure this is the right page then…
 

I did what you asked, and reloaded the pc again, but I still find myself in patch “b”…
I will try follow the other users directions and uninstall and reinstall kaspersky…

Thank you

 

[VelvetLess]

hello @Berny, I tried doing as you said but I still find myself in patch “b”, I probably didn’t resolve the issue with reinstalling because I didn’t uninstall the previous version of the application and only overwrote it, I will try to uninstall completely and reinstall after a reboot of the computer…

thank you.

[VelvetLess]

Hello @Flood and Flood's wife, thank you for helping me…

I may have not reinstalled the application in the cleanest way but just overwritten it, I will try follow your instruction on how to uninstall and reinstall…

I will add to this post once I have done that, hopefully just to thank you all.

Thank you for your time.

[VelvetLess]

Hello @Flood and Flood's wife, I did as you instruct me to, and it seemed it solved my original problem, but now in the place where it tells me the version it does not have any letters next to it… do I have to search somewhere else?

 

[Flood and Flood's wife]

Hello @VelvetLess,

Thank you for posting back!

Well done👏

1. Yes, please run another manual Database update, allow it to complete.
2. Then shutdown the computer, using Shutdown, not Restart, power on, login, make sure KTS is running, on the Windows taskbar or hidden icons, rightclick the Kaspersky icon, select About → please let us know which patch has been applied, if it’s patch(g), that’s very good; patch(h) only got released on Jan 31st & it is being rolled out progressively, around the world, over the next fortnight, so, it may not be ready for your location, but, if we can get patch (g) on your machine, that will be excellent.

Please let us know?

Thank you🙏

Flood🐳+🐋

[VelvetLess]

Hello @Flood and Flood's wife, thank you for your answer, I tried as you said and this is what came up: 

I believe it should be the right page but I can’t find anymore the letter indicating the version of the app

 

[Berny]

I can’t find anymore the letter indicating the version of the app

 

Please see the link I provided you above : https://support.kaspersky.com/15594#21.3.10.391h
“If the patch wasn't installed, wait for a few days. The patch is distributed gradually. To complete the patch installation successfully, computer reboot is required. If you don't reboot the computer in seven days after the application receives the patch, the icon on the Windows taskbar will turn red.”

Can you please during a few days proceed with a manual  Database update + Reboot.

[VelvetLess]

Hello @Flood and Flood's wife , sure, will do, thank you...

[VelvetLess]

Hello @Berny, sure will do, thanks...

[Schulte]

Hello @VelvetLess,

another user has reported whose product only updates up to patch 'B'.

I suspect an error in the patch distribution.
Maybe you can help me to report it to the support:
Please copy the following line, open a CMD window, paste it and press 'Enter'.

reg query HKLM\SOFTWARE\Wow6432Node\KasperskyLab\AVP21.3\environment /v UpdateTarget

The result should look something like this:

 

I am interested in the number in the output, for me '200'.
What is your result?

[VelvetLess]

Hello @Schulte,

this is the result, the number is 34073…

thank you for your help.

[Schulte]

Hello @VelvetLess,

please do a manual update now and restart the computer afterwards.
It looks like the problem is fixed and you now receive the patches up to 'G'.

[VelvetLess]

Hello @Schulte, I did as you suggested but I still find myself in the same situation, where I do not have any letter indicating the patch as below

May I have to uninstall and reinstall the application again?

Also, I found this report (image below) while trying to find other sources for the patch version, might it be a part of the problem?

thank you for your help.

I noticed that it is a few days old so it may be already resolved…

 

Edit: I would hide the pictures to make the discussion more readable but I have no idea of how to do so…

 

[Schulte]

Hello @VelvetLess,

yes, I would also try a un/reinstall.
If anything went wrong, you can make a fresh start with it.

You can spoiler your images, then they will only be visible with a click.
Paste them into the area under 'Hide content'.

 

 

[VelvetLess]

Hello @Schulte, thank you very much, I will try uninstalling and reinstalling then, I will let you know.

And thank you also for the hidden images instructions :)

[VelvetLess]

Hello @Schulte, @Berny, @Flood and Flood's wife, thank to your help the problem I had is solved, thank you all very much.