Unable to open attached documents in Windows Live Mail.

[GOUBE Jean-Marc]

I have installed the new version of Kaspersky 20.0.14.1085(i) and since this moment I am unable to open attached documents in Windows Live Mail.

The guy guilty IS Kaspersky : Proof “WHEN I SUSPEND KASPERSKY PROTECTION” I am able to open attached documents !! and when I re-establish protection, I am unable to open attached documents.

From what mysterious configuration Option comes this regression ?

Thanks

[Flood and Flood's wife]

Hello @GOUBE Jean-Marc, 

Welcome!

Please tell us:

1. Operating system name, version & build ?
2. Prior to KAV v20.0.14.1085(i), did all Windows Live Mail attachments open? 
3. Is KAV licensed?
4. May we have a GSI & Windows Logs, upload the zip folder to cloud & post the link please? 

Please post back? 

Thank you🙏

Flood🐳

For my tests: 

 

[GOUBE Jean-Marc]

Replies :

1- Windows 10 TS 1903 - 18362.719

2- YES : I have said “After I have installed...”

3- YES : 99 Days left

4- You can VERY easily reproduce the experiment.

[Flood and Flood's wife]

Hello @GOUBE Jean-Marc, 

Thank you for your reply👌

• FYI: we “re-ask” questions to clarify/make sure we absolutely understand the issues. 
• Regarding 4. I already did test the “Unable to open attached documents in Windows Live Mail” issue, as you can see from my images.
• I cannot replicate the problem, all Windows Live Mail attachments open perfectly well for me. 

Please contact Kaspersky Technical Support, they’ll require: 

1. Operating system version & build?
2. Kaspersky software name, version& patch(x)?
3. Detailed history.
4. Full screen images.
5. GSI & Windows Logs
6. They may request Traces, captured as the issue is replicated, they will assist you with Trace data collection if required. 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Thank you🙏

Flood🐳

[GOUBE Jean-Marc]

Here is the GSI Info

https://www.asuswebstorage.com/navigate/a/#/s/10526419B0034556964B92C60997B753Y

Thanks

 

[Flood and Flood's wife]

Hello @GOUBE Jean-Marc, 
🅰 Run a KAV software compatibility check?

🅱Install KAV according to documented procedures. 

If the issue persists, please contact Kaspersky Technical Support, they’ll require: 

1. Operating system version & build?
2. Kaspersky software name, version& patch(x)?
3. Detailed history.
4. Full screen images.
5. GSI & Windows Logs
6. They may request Traces, captured as the issue is replicated, they will assist you with Trace data collection if required. 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Thank you🙏

Flood🐳

[andrew75]

@GOUBE Jean-Marc, uninstall Malwarebytes

Possibly incompatible software or hardware is found:
KernelDriver
MBAMSwissArmy
\SystemRoot\System32\Drivers\mbamswissarmy.sys

Drivers files in system drivers folder (Copyright base): 
C:\WINDOWS\system32\drivers\farflt.sys, (C) Malwarebytes. All rights reserved., Malwarebytes Anti-Ransomware Protection
C:\WINDOWS\system32\drivers\mbamchameleon.sys, (C) Malwarebytes. All rights reserved., Malwarebytes Chameleon
C:\WINDOWS\system32\drivers\MBAMSwissArmy.sys, (C) Malwarebytes. All rights reserved., Malwarebytes SwissArmy

 

[GOUBE Jean-Marc]

I have already uninstalled MalwareBytes

Do you mean that some traces remain in Windows ?

Thanks

[Flood and Flood's wife]

Hello @GOUBE Jean-Marc,

The GSI shows your system has not been prepared correctly for KAV20.

Please follow my instructions:

🅰 Run a KAV software compatibility check?

🅱Install KAV according to documented procedures. 

If the issue persists, please contact Kaspersky Technical Support, they’ll require: 

1. Operating system version & build?
2. Kaspersky software name, version& patch(x)?
3. Detailed history.
4. Full screen images.
5. GSI & Windows Logs
6. They may request Traces, captured as the issue is replicated, they will assist you with Trace data collection if required. 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Thank you🙏

Flood🐳

[andrew75]

Do you mean that some traces remain in Windows ?

Yes. Use this utility - https://support.malwarebytes.com/hc/en-us/articles/360039023473-Uninstall-and-reinstall-using-the-Malwarebytes-Support-Tool

[GOUBE Jean-Marc]

I have cleaned all files of MalwareBytes in C: with the Uninstall utility of Malware Bytes.

I Have re-installed Kaspersky Anti-virus last version.

And I have always the same problem !!!

So now I am going to post a STAR to Kaspersky Technical Support.

Here is the last GSI info if someone has an idea.

https://www.asuswebstorage.com/navigate/a/#/s/D8DC740926D547B8801788BC59D40DA0Y

Thanks.

[Flood and Flood's wife]

@GOUBE Jean-Marc 

Try changing WLM Privledge Level

 

Thank you🙏

Flood🐳

[GOUBE Jean-Marc]

I already run Windows Live Mail as an Administrator.

Thanks.

[GOUBE Jean-Marc]

I have posted a request at kaspersky support

ID INC000011366065

Thanks
 

[Wesly.Zhang]

Hello,

Does this mail app use SSL to create communicate between mail client to the servers? If Yes, Try to disable scan encryted traffic, Any better after that?

Regards.

[GOUBE Jean-Marc]

No there is no SSL between mail client and Server.

Thanks.