Webpage and Radio Buttons turn grey

[GlassofSunshine]

Good Day,

I am not very tech savvy and have been trying to resolve this issue for a couple days. I have dragged my feet in resolving this, so please accept my apologies.

Since the last upgrade or two of Kaspersky Total Security there have been webpage access issues. Which self corrected itself… I think.

However, I have never had this problem prior to the end of last week. I decided to apply to some job opportunities and either the page or the “apply” radio button turned grey and I was unable to apply. I have never experienced this issue prior to a recent Kaspersky update while having anti banner and data collection blocked on webpages. I still wish to have the anti banner and data collection blocking feature still activated while simultaneously on a webpage and applying for roles. 

The technicians in the chat sessions made a  number of suggestions to resolve this and I was not having any luck with gaining access to websites. Most recently, I was asked by a technician to “click on the extension, expand Private Browsing and click "Allow data collection on this website” - which should possibly resolve the issue. Needless to say, it didn’t. 

I feel it is a simple issue but something is being overlooked and it was suggested that my technical issue should be escalated to Kaspersky Head Office experts. I don’t want to trouble an expert over what could possibly be a simple technical issue that could be resolved easily. 

I have tried using Google Chrome, Firefox and Microsoft edge to access the websites but the issue is the same.

Thoughts?

Windows 10

Generally use Microsoft Edge

Kaspersky Total Security - Version 21.3.10.391 (e)

[Flood and Flood's wife]

I feel it is a simple issue but something is being overlooked and it was suggested that my technical issue should be escalated to Kaspersky Head Office experts. I don’t want to trouble an expert over what could possibly be a simple technical issue that could be resolved easily. 

Hello @GlassofSunshine, 

Welcome!

1. The reason you should “trouble an expert” is, they can request & analyse data from your machine → the Kaspersky Community cannot, bc, to protect your privacy, no Logs, Traces, GSI data etc., can be shared in this portal. 
2. If it’s “simple” the technicians should have resolved it. 
3. Did the technicians suggest adding exclusions to Encrypted connections scan? 
4. Did the technicians check the outcome if Inject script into web traffic to interact with web pages is unchecked? 
5. Did the technicians get you to reset KTS to Default? 
6. Did the technicians get you to uninstall → saving License information only, then do a clean install? 
7. In the KTS Reports, are there any events that match the issues you’re experiencing? 
8. Post images of the problem → we need to see what you see please? 
9. Post several URLs (not sites that require us to use a credit card to sign up to), we’ll test the issue?  

Please let us know?

Thank you🙏

Flood🐳 +🐋

[GlassofSunshine]

Oh my goodness, all good questions yet based on what bomguard did, I didn’t see any of that being done when I allowed them to share my computer. The technicians in the initial chat via KTS did not suggest that, nor in their email responses. 

 

I have tried to access the KTS Report page and I can see the dates of “Quick” and “Root” Scans” but when I click to the i button there is a bottom window, but I am unable to see it. I have tried to shrink the image to get the details that you need and it just won’t let me. 

 

Perhaps, to save time I should do  as you suggested and have the experts at head office take a look at it. 

 

I wish I was more tech savvy but I am not able to understand where to look for these things and what they mean. 

 

So sorry.

[Flood and Flood's wife]

I have tried to access the KTS Report page and I can see the dates of “Quick” and “Root” Scans” but when I click to the i button there is a bottom window, but I am unable to see it. I have tried to shrink the image to get the details that you need and it just won’t let me. 

Hello @GlassofSunshine, 

Thank you for posting back & the extra information👌

You have nothing to apologise for, we understand how difficult these issues can be, no-one is expected to “know” this stuff or “know” everything, none of us were born knowing this stuff & that’s why the Community are here, why there’s the Technical Support Team & the Technical expert team. 

For the Reports issue, don’t worry about Quick & Root scans, the info won’t be there, look in:

1. Web Anti-Virus
2. Private browsing
3. Anti-banner
4. IF any of those Reports have events that match the “Webpage and Radio Buttons turn grey”, save (number 4 in our image) the Report as a text file, for example Web-Anti-Virus.txt, attach the Report to your reply please by selecting the paperclip📎 icon 
5. ❓ & post several URLs (not sites that require us to use a credit card to sign up to), we’ll test the issue? 

Please let us know? 

Thank you🙏

Flood🐳 +🐋

[GlassofSunshine]

Thank you. This helps greatly. Please give me sometime to gather this information for you. 

 

Many Thanks.

[GlassofSunshine]

May I send these reports to you privately on the community page?

[GlassofSunshine]

I am not comfortable with posting this data. 

 

[Flood and Flood's wife]

May I send these reports to you privately on the community page?

I am not comfortable with posting this data. 

 

Hello @GlassofSunshine, 

Unfortunately, sending via PM is not permitted. 

May we know what concerns you have about the Reports, if your user name is showing you can filter that out → we’ll explain how to do that, or is it some other issue(s)? 

Please let us know? 

Thank you🙏

Flood🐳 +🐋

[GlassofSunshine]

Thank you for understanding. 

 

I am concerned with the the fact that it shows my location in one of the lines. I don’t see my name listed as a “User” but there are a number of websites that are listed in which I researched. Can I just only show the websites that were used that were giving me difficulty?

[Flood and Flood's wife]

1. location in one of the lines.
2. Can I just only show the websites that were used that were giving me difficulty?

Hello @GlassofSunshine, 

You’re most welcome!

1. Which Report & column heading is the location in please → we’ll step you thru filtering it out before you save the report?
2. Thank you → the websites are the most important information, those we can test & we need to see what events are matched against them. 

Thank you🙏

Flood🐳 +🐋

[GlassofSunshine]

Goodness, location is mentioned in both the Private Browsing and anti banner reports and search identifies location. 

Additionally, there are websites that are in the reports that do require a credit card.

Do you think it would be better to let a expert at the head office look it over rather than posting on the website. I am not comfortable with posting this data and yet I welcome your help. 

Thoughts?

[Flood and Flood's wife]

1. I am not comfortable with posting this data and yet I welcome your help. 
2. Do you think it would be better to let a expert at the head office look it over rather than posting on the website. 

Hello @GlassofSunshine, 

1. We would like to know some of the URLs so we can test, to see if we can replicate the issue → then you can tell the technical team, the issue has or has not been replicated by others → however, we cannot test sites that require us to take out a paid subscription… Is it possible to post the names/URLs of some sites & do not worry about the report? 
2. Then definitely go back to Technical Support → is the original incident request still open? IF “yes”, email them & ask them to continue to assist. 
3. To filter the report, in the application → on any column heading, right click, a Report menu will open, you can choose which columns are visible by ticking or unticking the column name

   Unfiltered

   Filtered

Note, column filtering does not stop the data being available in the Report text file, to filter the text file, save the report, then search for whatever you wish to remove & replace with an x or the word removed (for example). 

We’ve attached two example reports, one is unfiltered, the second report, the user has been removed → please see attached

Please let us know? 

Thank you🙏

Flood🐳 +🐋

[GlassofSunshine]

Good Day Flood,

So sorry for the delay. 

Here are the URL:

Unit Manager / Chef d'unité (purolator.com)

So when clicking on the radio button “apply” the button goes grey.

Ishopforipsos 

This page turns grey automatically after the I click the link from the search engine on Microsoft Edge

Become an Ipsos Mystery Shopper | Make Money in your Free Time (ishopforipsos.com)

 

I have included screenshots of the pages for you to look at as well. 

Please understand, that I have never had this problem before until the recent updates. 

I have also just tested a completely company and clicked on apply now and this is what I have experienced.

KPMG Canada Careers

Login (icims.com)

It lets me go write to the login page to your profile or to create a profile after clicking apply to the radio button.

The pages don’t go grey

I have also provided screen shots of what I am experiencing for all three websites.

So sorry to ask this silly question, but does the Report that you would like to look at reveal my computer ID, even though I have not logged on to the websites?

 

Look forward to your thoughts.

Many Thanks

 

[Flood and Flood's wife]

Hello @GlassofSunshine, 

Thank you for the information & the images → very helpful👏

No need to apologise, we’re here whenever you’re ready. 

No question is a silly question!

For Purolator (image 1), using the Kaspersky Protection extension, it’s necessary to change Anti-banner to Allow; Private browsing can be left as Block data collection → the Apply now button will work & the login page resolves correctly (image 2).

For Purolator, after allowing Anti-banner, a Cookie prompt shows, we accepted the Cookies (image 3), however, changing Anti-banner back to blocked stops the page working correctly, so, it’s necessary to leave as is. 

For ishopforipsos  (image 4), using the Kaspersky Protection extension, it’s necessary to change Anti-banner to Allow; Private browsing can be left as Block data collection.

For ishopforipsos, after Anti-banner is changed to Allow, the Cookie prompt will show, we accepted & saved Essential cookies only (image 5),  the ishopforipsos page & login page (image 6) then resolve correctly. 

For ishopforipsos, after accepting Essential cookies, you may change Anti-banner back to Block on this website and reload the page. 

Thank you, however, we no longer need the Report, your information & images helped us understand the issue, however, just to put your mind at ease, the Anti-Banner Report report does not show the computer ID, we’ve screen printed our Anti-Banner Report → we filtered out the User column

 

Any questions or any problems, please do not hesitate to let us know?

Thank you🙏

Flood🐳 +🐋

Resources:

Anti-Banner settings

Private Browsing settings window

[GlassofSunshine]

Hello Flood,

Thank you for your support and forthe instructions that you provided. This helps greatly and provides me with the ability to learn about the functions of Kaspersky and to feel safe enough to change them. 

I will go about changing the anti banners on the website and cookies as you suggested. Should I need further help, I will reach out to again.

 

Thank you so very much.

[GlassofSunshine]

Thanks Flood,

Everything works now. I appreciate your help.