Update Task cannot be performed - Not supported

[SeriousMX]

Hello, Yesterday I updated my Kaspersky environment to: Kaspersky Endpoint Security 11 for Windows v11.0.090 to v11.1.0.15919 Kaspersky Security Center 10 Network Agent v10.5.1781 to v11.0.0.1131 Kaspersky Security Center v10sp3_10.5.1781 to v11.0.0.1131 Now I have issue with KES11 installed on machine with KSC: Task cannot be performed Event type: Task cannot be performed Result: Cannot start task Object: Update Object\Name: Update Reason: Not supported User: NT AUTHORITY\SYSTEM (Initiator) This is only machine with issue.

[Nikolay Arinchev]

Hi, Could you please confirm that you do have KES11.1 plugin installed? Please provide us with a screenshot of installed plugins(Admin server-properties information about installed plugins).

[SeriousMX]

Hello, Yes I can confirm that I have KES11.1 plugin installed. All other devices working without any error, only Kaspersky Endpoint Security 11 for Windows that is installed on machine with Kaspersky Security Center shows error with update. Here is screenshot:

[DavidYorkshire]

I have the same issue (with the same versions). In my case it's a terminal server running Server 2012 R2 and I have tried several times removing KES and the agent completely (including using the kavremover tool to make sure nothing is left behind) and none of it has worked. All the other computers (W10 clients and Server 2016 terminal servers) are fine. Could really do with getting this sorted ASAP.

[Nikolay Arinchev]

Thank you for that info! Could you please clarify where this event is registered - at KSC or at local host?

[DavidYorkshire]

Both - appears in the job results on the KSC server and in the tasks list on the client. I have also tried installing KES without the agent and adding the licese manually, so it's not managed by KSC. The same thing happens then when I try to update. It therefore appears the issue is with KES on the client, not with KSC.

[Nikolay Arinchev]

Please provide us with KES traces, collected while update task is running. Please make sure, that the error reoccurs.

[DavidYorkshire]

OK, I've got the traces (I assume you just need the application ones, not the performance ones)? How do I submit them? Thanks

[Guest #37]

Hi, Please upload the traces compressed with winrar to a filehost such as http://mega.co.nz/, http://www.putlocker.com, http://uploaded.net/, https://disk.yandex.com/ or http://rghost.net/ and then post the download link. Regards

[DavidYorkshire]

Before I do that, do these logs contain any confidential information (usernames, etc)? Thanks

[DavidYorkshire]

Just looked, and they do contain user account details. - so not really happy about uploading them to a public location. Are there specific sections I should be looking at for this error? Thanks

[Guest #37]

Hi, Send a private message with the download link to Nikolay arinchev Regards

[DavidYorkshire]

These are still public insecure file hosts, so afraid I don't think I can do that.

[Guest #37]

Hi, Then open a support ticket in the Kaspersky Company Account. Regards

[DavidYorkshire]

I can't because we have to go through our reseller for support - and I don't think they work weekends and bank holidays. And I need it sorted for Tuesday. Only other options in order to achieve that look to be a complete rebuild of the server, or use an AV product from another vendor.

[Guest #37]

Hi, You can open the support ticket, and post the number here. Then Nikolay or other Kaspersky Lab Staff can try to help you. Regards

[DavidYorkshire]

Thanks - done that. Ticket number is INC000010377460

[Nikolay Arinchev]

Hi, Thank you for that info! Please await for an answer within INC000010377460.

[Christian]

I have the same issue. Are there any solutions yet?

[Guest #37]

I have the same issue. Are there any solutions yet?

Hi, Please open a support ticket in the Kaspersky Company Account. Send the traces for review. Regards

[SeriousMX]

Hello, Issue solved after opening a support ticket in the Kaspersky Company Account. Support send me patch file for Kaspersky Endpoint Security 11 for Windows v11.1.0.15919 with update issue. After applying patch everything works OK. Any with this issue should use Kaspersky Company Account to get patch file from Kaspersky support. Regards.