VPN doesn't connect to my Kaspersky Premium license

[tcwe]

Hello

I used to have KIS and a separate license for unlimited VPN. While my KIS was set to expire in June 2024, the VPN license expires this month.

Last month, I bought Kaspersky Premium, which supposedly comes with unlimited VPN. (I had more devices to protect, so I bought a new multi-device license instead of converting.)

All of these are connected to the same My Kasperky account / email address.

I did the following:
1. Uninstalled the VPN. Rebooted computer.
2. Uninstalled KIS (complete uninstall; kept no info). Rebooted computer.
3. Clean-installed Kaspersky Premium. Rebooted computer.
4. Opened up the VPN that came with K.Premium, connected it to my Kaspersky account (so, the email associated with that is the same as the license-holder)

However, the license that the VPN selected was the old standalone-VPN license, the one that expires this month, instead of the one associated with the Kasp. Premium purchase.

Today, I got this on the VPN interface:

So, it doesn't seem to realize that there's another license (the Premium one) already up. I can't enter a new activation code because Premium doesn't come with activation codes.

How do I get the VPN to latch on to my Premium account?

Thank you in advance for your time.

 

Windows 10 Home x64 22H2
Windows 11 Home x64 22H2
(I'm having the same problem on all devices)
Kaspersky Premium 21.15.8.493(a) multi-device license

[tcwe]

And I am not located in any of: Belarus, China, Saudi Arabia, Iran, Oman, Pakistan, or Qatar.

[Flood and Flood's wife]

57 minutes ago, tcwe said:

Windows 10 Home x64 22H2
Windows 11 Home x64 22H2
(I'm having the same problem on all devices)
Kaspersky Premium 21.15.8.493(a) multi-device license. 

I used to have KIS and a *separate* license for unlimited VPN.

While my KIS was set to expire in June 2024, the VPN license expires this month.

Last month, I bought Kaspersky Premium, which supposedly comes with unlimited VPN. (I had more devices to protect, so I bought a new multi-device license instead of converting.)

All of these are connected to the same My Kasperky account / email address.

I did the following:
1. Uninstalled the VPN. Rebooted computer.
2. Uninstalled KIS (complete uninstall; kept no info). Rebooted computer.
3. Clean-installed Kaspersky Premium. Rebooted computer.
4. Opened up the VPN that came with K.Premium, connected it to my Kaspersky account (so, the email associated with that is the same as the license-holder)

However, the license that the VPN selected was the old standalone-VPN license, the one that expires this month, instead of the one associated with the Kasp. Premium purchase.

So, it doesn't seem to realize that there's another license (the Premium one) already up. I can't enter a new activation code because Premium doesn't come with activation codes.

How do I get the VPN to latch on to my Premium account?

38 minutes ago, tcwe said:

And I am not located in any of: Belarus, China, Saudi Arabia, Iran, Oman, Pakistan, or Qatar.

Hello @tcwe, 

Welcome back!

1. Is Kaspersky Premium 21.15.8.493(a) installed on *all* devices & functioning *normally*? 
2. In (your) MyKaspersky account, in the *Subscriptions* tab, what is showing for KIS? 
3. In (your) MyKaspersky account, in the *Subscriptions* tab, what is showing for the *original* VPN? 
4. When (you) *uninstalled* KIS, from the computer(s), was any *manual* action taken (by you), in your MyKaspersky account, in the *Devices* tab?  
5. When (you) *uninstalled* the VPN, from the computer(s), was any *manual* action taken (by you), in your MyKaspersky account, in the *Devices* tab?  
6. In Windows Control Panel\All Control Panel Items\Network and Sharing Center, select Change Adaptor Settings, in Network connections does it show Kaspersky VPN or Kaspersky Data Escort Adaptor? 

Please post back? 

Thank you🙏
Flood🐳+🐋

[tcwe]

47 minutes ago, Flood and Flood's wife said:

 

1. Is Kaspersky Premium 21.15.8.493(a) installed on *all* devices & functioning *normally*? 
2. In (your) MyKaspersky account, in the *Subscriptions* tab, what is showing for KIS? 
3. In (your) MyKaspersky account, in the *Subscriptions* tab, what is showing for the *original* VPN? 
4. When (you) *uninstalled* KIS, from the computer(s), was any *manual* action taken (by you), in your MyKaspersky account, in the *Devices* tab?  
5. When (you) *uninstalled* the VPN, from the computer(s), was any *manual* action taken (by you), in your MyKaspersky account, in the *Devices* tab?  
6. In Windows Control Panel\All Control Panel Items\Network and Sharing Center, select Change Adaptor Settings, in Network connections does it show Kaspersky VPN or Kaspersky Data Escort Adaptor? 

 

Thank you for your response.

1. Other than [this problem, which seems to be general-ish] Yes; it's been working fine (and unlike OP in that thread, my databases do update automatically).
2. "The subscription for Kaspersky Internet Security is not in use on any connected device."
3. It shows that it's in use on 2 of 5 devices (this is accurate)
4. No
5. Also no
6. It says "Kaspersky VPN"

[Flood and Flood's wife]

1 hour ago, tcwe said:

1. 3. It shows that it's in use on 2 of 5 devices (this is accurate)

Hello @tcwe, 

Thank you for the information!

1. So, in relation to 3. even tho you say - "this is accurate" - the VPN *in use* on 2/5 devices is the *original* Premium VPN subscription - correct? 

• In our opinion, the original Unlimited VPN subscription will update to the *new* Unlimited VPN subscription, in 14 days time - when the *original* VPN subscription *expires*. 
• Our next question would be, is there a problem waiting for the 14 days? Sorry for the question, it's not clear why forfeit 14 days or why this is an issue (apart from the fact that there's more devices to protect)? 
• IF it is a problem, Kaspersky Customer Service are the people to help you, on the support page: https://support.kaspersky.com/b2c#contacts - select either Chat or Email, then fill in Installation issues, Other template - see image below; please include any screen images of the error & a detailed history:

Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋

Edited January 10 by Flood and Flood's wife
renumbered & added (apart from the fact that there's more devices to protect)? 

[tcwe]

21 minutes ago, Flood and Flood's wife said:

the VPN *in use* on 2/5 devices is the *original* Premium VPN subscription - correct? 

It's the original unlimited VPN subscription that I bought separately, yes.

 

22 minutes ago, Flood and Flood's wife said:

Our next question would be, is there a problem waiting for the 14 days?

No, I can wait!
It's just that the notice on the main VPN UI, as well as a popup notification I got from Kaspersky asking me to "renew your VPN now!" made me think that it would not switch over automatically (since, with the main KIS application over the years I had it, it wouldn't ask me to renew if I already had a new license lined up before expiration... I just thought the VPN would be the same)...

27 minutes ago, Flood and Flood's wife said:

In our opinion, the original Unlimited VPN subscription will update to the *new* Unlimited VPN subscription, in 14 days time - when the *original* VPN subscription *expires*. 

...but if what you said happens, then there's no problem!

 

31 minutes ago, Flood and Flood's wife said:

Please share the outcome with the Community, when it's available? 

Will definitely do! In two weeks, I'll come back and report what happened, and mark the solution on the thread.

 

Thank you so much for your help!

[Flood and Flood's wife]

28 minutes ago, tcwe said:

1. It's the original unlimited VPN subscription that I bought separately, yes.
2. No, I can wait!
3. It's just that the notice on the main VPN UI, as well as a popup notification I got from Kaspersky asking me to "renew your VPN now!" made me think that it would not switch over automatically (since, with the main KIS application over the years I had it, it wouldn't ask me to renew if I already had a new license lined up before expiration... I just thought the VPN would be the same)...... but if what you said happens, then there's no problem!
4. Will definitely do! In two weeks, I'll come back and report what happened, and mark the solution on the thread.

Hello @tcwe

Thank you for the information!

1. Excellent, so we are on the same page!
2. Excellent. 
3. Understood, (we think) the original VPN does not have enough smarts to recognise a pending subscription OR, the fact the *new* VPN is combined in the Premium subscription under the existing Premium License # - effectively the system already thinks it's active *but* this has not been transmitted to the back-end of your MyKaspersky account - nevertheless - (we think) when the original subscription expires - the new Unlimited subscription will activate - it should be a seamless transition - *however*, IF it doesn't happen - the process to get it activated is relatively simple via the Kaspersky Customer Service team, hopefully (you) won't need them, but, they're there to help if (you) do!
4. Excellent, good luck!

Thank you🙏
Flood🐳+🐋

Edited January 10 by Flood and Flood's wife
grammar

[tcwe]

Coming back to report that, when the old stand-alone VPN subscription expired, the VPN automatically (in the middle of a session, even) and successfully switched to the sub. associated with the current Kaspersky Premium subscription! The VPN correctly displays that I have an unlimited subscription. 😀

Thanks again for your time and help!

[mike1488]

Had some issues also with vpn connecting when changed to premium.So i installed windows update KB5036979 and net. framework KB5037724 and problem was solved.Not sure if one update did it or both together,but bottom line im good now.Hope this helps.