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Unable to login into My Kaspersky from desktop application, "Please wait..."


AkshayShekhawat
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Go to solution Solved by Danila T.,

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Hello,

Ive been using kaspresky since 5 years  when I installed the application for the first time sign in into my kaspersky worked perfectly but after a complete reinstallation of the windows i’m not able to sign in. After I enter the username password the login process just keeps happening for hours. I tried multipal times even changing the network connection, restarting the computer but nothing works. any suggestions on resolving this.

 

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@OliverJia Welcome. Did you try above suggestion ?

Thanks mate.

Tried but still the same issue. This “please wait” window is directly from the Kaspersky Cloud security window, not from a Internet Explorer or Chrome or Firefox browser. Looks like something is wrong with the server.

This has been going on for several days. 

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@OliverJia Is Chrome your default Browser ?

No, it’s a freshly installed Windows 10 21H1 with latest update installed. I think the default browser should be Microsoft chromium-based Edge browser. I uninstalled Google Chrome but the issue persists. However I’m not sure it’s relevant since the problem is with the Kaspersky program window, not with the browsers.

I do have ublock origin plugin installed on Microsoft Edge.

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Microsoft Windows [Version 10.0.19043.928]
(c) Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>tracert uis.geo.kasepersky.com

Tracing route to uis.geo.kasepersky.com [72.52.10.14]
over a maximum of 30 hops:

  1     9 ms    24 ms     6 ms  LSCrashPad [X.X.X.X]
  2    33 ms    55 ms    50 ms  96.120.77.137
  3    31 ms   135 ms   198 ms  68.86.219.89
  4   424 ms    49 ms    23 ms  162.151.182.9
  5    35 ms    52 ms   105 ms  be-201-ar03.ivyland.pa.panjde.comcast.net [96.108.181.21]
  6   141 ms   134 ms    37 ms  be-31243-cs04.newark.nj.ibone.comcast.net [96.110.42.61]
  7    68 ms    86 ms    45 ms  be-2411-pe11.newark.nj.ibone.comcast.net [96.110.33.254]
  8    38 ms   101 ms   107 ms  66.208.229.226
  9    23 ms    22 ms    53 ms  ae-1.r21.nwrknj03.us.bb.gin.ntt.net [129.250.6.86]
 10    62 ms    37 ms    83 ms  ae-3.r25.asbnva02.us.bb.gin.ntt.net [129.250.6.116]
 11    23 ms    50 ms    34 ms  ae-0.a02.asbnva02.us.bb.gin.ntt.net [129.250.5.190]
 12    49 ms    76 ms    43 ms  165.254.191.122
 13    83 ms    81 ms   102 ms  po111.bs-a.sech-iad.netarch.akamai.com [209.200.144.194]
 14     *        *        *     Request timed out.
 15    58 ms    57 ms    47 ms  ae120.access-a.sech-iad.netarch.akamai.com [209.200.144.197]
 16    23 ms    34 ms    15 ms  a72-52-10-14.deploy.static.akamaitechnologies.com [72.52.10.14]

 

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C:\WINDOWS\system32>tracert uis.kaspersky.com

Tracing route to uis.geo.kaspersky.com [4.59.181.233]
over a maximum of 30 hops:

  1     2 ms    50 ms     3 ms  LSCrashPad [x.x.x.x]
  2    19 ms    11 ms    14 ms  96.120.77.137
  3    16 ms    13 ms    25 ms  68.86.219.89
  4    17 ms    16 ms    18 ms  162.151.182.9
  5    18 ms    14 ms    16 ms  be-201-ar03.ivyland.pa.panjde.comcast.net [96.108.181.21]
  6    19 ms    20 ms    15 ms  ae-13.bar4.Philadelphia1.Level3.net [4.68.38.221]
  7    59 ms    40 ms    35 ms  ae-2-23.edge1.Toronto2.Level3.net [4.69.200.238]
  8    39 ms    35 ms    45 ms  KASPERSKY-L.bar1.Toronto1.Level3.net [4.59.180.118]
  9    46 ms    47 ms    36 ms  4.59.181.233

Trace complete.

 

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C:\WINDOWS\system32>tracert uis.kaspersky.com

Tracing route to uis.geo.kaspersky.com [4.59.181.233]
over a maximum of 30 hops:

  1     2 ms    50 ms     3 ms  LSCrashPad [x.x.x.x]
  2    19 ms    11 ms    14 ms  96.120.77.137
  3    16 ms    13 ms    25 ms  68.86.219.89
  4    17 ms    16 ms    18 ms  162.151.182.9
  5    18 ms    14 ms    16 ms  be-201-ar03.ivyland.pa.panjde.comcast.net [96.108.181.21]
  6    19 ms    20 ms    15 ms  ae-13.bar4.Philadelphia1.Level3.net [4.68.38.221]
  7    59 ms    40 ms    35 ms  ae-2-23.edge1.Toronto2.Level3.net [4.69.200.238]
  8    39 ms    35 ms    45 ms  KASPERSKY-L.bar1.Toronto1.Level3.net [4.59.180.118]
  9    46 ms    47 ms    36 ms  4.59.181.233

Trace complete.

 

Hello,

OK. It seems the network connection is OK.

Next, do a test. Please enter a fake login name and password to see whether the server return “Invalid password” ? or still “please wait…...”.

BTW. Do you try @Danila T. said login in your account via the internet browers using my.kaspersky.com and change your password first. After do that, try to login via product GUI.

Regards.

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