Urgent: Encrypted Vault .kde files - Transition to UltraUV does not decrypt existing files

[Trem]

How do I decrypt the .kde vault file and gain back access to my files? These usually open with the kaspersky software + a password but now there is no program that can open them to even decrypt the drive. This is very urgent as there are only 4 more days to resolve this before your 9/29 USA deadline.

Can you at least allow a reinstall to decrypt and then uninstall again?

[roscolo]

I uninstalled UltraAV. Kaspersky is still installed. It did not uninstall itself. Then I simply connected each computer I manage via a VPN to a less restrictive nation, and Kaspersky updates and works just as great as it ever has. I'll continue to use Kaspersky.

[Trem]

This didn't work for me. It was uninstalled and doesn't let me redownload the installer from the site because I am in US

[Trem]

Anyone else or mods have thoughts here please?

[Flood and Flood's wife]

6 hours ago, Trem said:

How do I decrypt the .kde vault file and gain back access to my files? These usually open with the kaspersky software + a password but now there is no program that can open them to even decrypt the drive. This is very urgent as there are only 4 more days to resolve this before your 9/29 USA deadline.

Can you at least allow a reinstall to decrypt and then uninstall again?

2 hours ago, Trem said:

This didn't work for me. It was uninstalled and doesn't let me redownload the installer from the site because I am in US

2 hours ago, Trem said:

Anyone else or mods have thoughts here please?

Hello @Trem, 

Welcome!

1.  Log a request with Kaspersky Customer Service - https://support.kaspersky.com/b2c/ph#contacts -> on the support page, select either Email or Chat, then fill in the template as shown; please include a *detailed history* -> clearly define, the issue is the Secret vault, it's not compatible with UAV conversion, data loss is imminent & it's urgent*
2. *IF requesting Chat - ask the operator to email (you) a copy of the chat transcript *before* ending the chat - otherwise (you'll) have no record of the chat*
3. *Post back the incident request number please? 

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋

[Trem]

Hi Flood,

When I try to submit a chat/email request, after hitting "submit" it just reroutes me back to the original request page. Chat / email doesn't work or seems down. Tried using different browsers and same result. Any idea here?

Tried on my phone as well and same result 

Edited September 26 by Trem

[Flood and Flood's wife]

23 minutes ago, Trem said:

When I try to submit a chat/email request, after hitting "submit" it just reroutes me back to the original request page. Chat / email doesn't work or seems down. Tried using different browsers and same result. Any idea here?

Tried on my phone as well and same result 

Hello @Trem, 

Thank you for posting back & the information!

Post a full-screen screen-print of the page please - including the URL? 

***Additional @Trem, 

Using the solution shared by @roscolo, go to: https://www.kaspersky.com/downloads#update-product - scroll down to lower portion of the page & see KTS can be updated from there? 

Thank you🙏
Flood🐳+🐋

Edited September 26 by Flood and Flood's wife
Additional - https://www.kaspersky.com/downloads#update-product

[Trem]

See attached before and after screenshot for the customer service form

Additionally see the download page with no download button (with my VPN on to the UK)

[Trem]

Got in! Need to use a VPN that ISN'T Kaspersky's (kinda obvious in hindsight). This allows you to redownload the installer and get access to the drive again. Thanks to @Flood and Flood's wife and @roscolo here.