There is no output from my web camera after installing the 30-day trial version of Total Security in Win7

[Kevin Lee]

At first, I used the web camera normally on win7, but after installing the 30-day trial version of Total Security, there is no output from my web camera, but the web camera's self-check is normal, why?

[Flood and Flood's wife]

At first, I used the web camera normally on win7, but after installing the 30-day trial version of Total Security, there is no output from my web camera, but the web camera's self-check is normal, why?

Hello @Kevin Lee, 

Welcome!

1. (please) Read before you create a new topic! → which KTS version & patch(x), x = letter, is installed? 
2. When you say “no output”, what exactly do you see, any errors, a black screen, a white screen or ? 
3. Since installing KTS, has the W7 computer been shutdown & restarted, using Shutdown, not Restart? 
4. In KTS Reports, are there web camera events? 
5. Is the web cam accessed via a browser or app? 
6. IF browser, which browser? 
7. Does the same issue happened in all supported browsers: Chrome, FireFox, Edge? 
8. When the web cam was working - which program were you using it with?
9. Have you tested any other apps via the webcam? 

Please let us know? 

Thank you🙏

Flood🐳+🐋

[Flood and Flood's wife]

Also @Kevin Lee,

1. Check, KTS, Settings, Protection →  Webcam Protection, is it ON? 
2. & check Block access to webcam for all applications, is it ON? 
3. & How to allow application access to the webcam.

Thank you🙏

Flood🐳+🐋

[Kevin Lee]

@Flood and Flood's wife

Sorry, I'm not an expert on KTS, so maybe I didn't make it clear.

1. I saw the black screen
2. I have searched and read related topics, but can't solve my problem
3. In KTS Reports, no any web camera events
4. I have two NBs, one has this trouble and the other is normal
5. My Win7 NB been shutdown & restarted many times, but not help
6. Same problem on both browsers (Chrome and Firefox)
7. The major app is Google Meet, but other app also fail
8. I have checked KTS, Settings, Even webcam protection ON or OFF, I always got the black screen

[Flood and Flood's wife]

Hello @Kevin Lee, 

Thank you for posting back & the information!

No need & nothing to apologise for, do not worry. 

1.  Which KTS version & patch(x), x = letter, is installed? on the Windows taskbar or hidden icons, rightclick the Kaspersky icon, select About? 
2. Unfortunately we do not understand the abbrev NB (I have two NBs), please advise? 
3. IF the “no output from my web camera” issue is only happening on one W7 device, have you uninstalled KTS & done a clean install? IF “no”, please follow these steps:

• Uninstall, during the uninstall select SAVE LICENSE INFORMATION ONLY, do not check any other boxes - allow the uninstall to complete & make sure the device reboots. 
• Check the device for any applications incompatible with KTS? 
• Download a new KTS installer.
• Install KTS. 
• At the completion of the install, run a manual Database update, then shutdown & restart the computer, using Shutdown, not Restart. 
• Do the Post-installation recommendations. 
• Check the webcam? 

Let us know the outcome please? 

Thank you🙏

Flood🐳+🐋

[Kevin Lee]

@Flood and Flood's wife

Please check that

1. I used this version 21.2.16.590 (c)
2. I have two Notebooks, one has this trouble and the other is normal
3. Un-install and re-install was done, but can not fix this trouble
4. Re-install Win7 without KTS, webcam is work
5. Re-install KTS, , webcam is no problem

I still have no idea what’s wrong, I have to think about whether to continue using KTS or not..

[Flood and Flood's wife]

Hello @Kevin Lee, 

Thank you for posting back & the information!

1. Version 21.2.16.59090  ( c ) is the old version, released March 4, 2021. 
2. When you uninstalled & did a clean install, following our instructions, which version did you install? 

Please let us know? 

Thank you🙏

Flood🐳+🐋

[Kevin Lee]

@Flood and Flood's wife

Thanks for your information

1. I do not know about version 21.2.16.590 (c) is newer or older, just download from KTS website
2. Sure! I follow your instructions to un-install and re-install
3. I still download version 21.2.16.590 (c) from KTS website to re-install

[Kevin Lee]

@Flood and Flood's wife

I download here https://www.kaspersky-member.com.tw/download.php

If this is the major problem, KTS should actively update the version

But until now, I can't be sure what is the root cause about my trouble

[Flood and Flood's wife]

Hello @Kevin Lee, 

Thank you for posting back & the information!

1. Kaspersky does actively update the versions.
2. You didn’t follow the instructions. 
3. Repeat the procedure, follow the directions / documentation, exactly. 
4. Download from https://www.kaspersky.com.tw/free-trials/ → https://www.kaspersky.com.tw/updates/home-security/total-security

   

    

5. Reinstall & follow the directions / documentation, we posted earlier, exactly. 

Thank you🙏

Flood🐳+🐋

[Kevin Lee]

@Flood and Flood's wife

Thanks for your explanation.

If I use the wrong download point, KTS should cancel this location, instead of giving me another download point, this is KTS's website, not another third-party download point.

But what you mean seems to be stating that it's all my one-sided problem.

Okay, if that's all my problem, it doesn't look like I'm fit to continue using KTS.

Sorry for wasting your time, thanks.

[Flood and Flood's wife]

Hello @Kevin Lee, 

Thank you for posting back!

You have not wasted our time!

We’re not saying “it’s all your problem”, we do not know that! We do know the software on that computer is the old version & we do know you did not follow the documentation/procedures we provided.

Our goal is to help fix the problem if possible. 

Thank you🙏

Flood🐳+🐋