Why do I have 2 Kaspersky Plus instances after updating?

[BlackEdition]

I started having 2 issues after the last update (upgrade?) that automatically installed a couple of days ago. Not sure what caused these issues, but during the update process there was a window (looks similar to when you install the app) and the progress bar was stuck and didn't finish even after I left it for 10-20 minutes. During this time, I also had Windows 11 update waiting to be applied so I just went ahead and restarted my computer because I got sick of waiting as it's obvious something went wrong with the update or the progress was just a false positive. After the restart, everything looked normal with Kaspersky and it seems the upgrade was successful.

This is when my issues started happening:

1- I now have 2 Kaspersky Plus installations (both of them have files, it's not just empty folders):

There's only one app running but these double folders and menus are annoying! I tried to open avpui.exe from the older folder (while the new version is still running) just to see what happens, but nothing opened.

So why did this happen? Is it safe to delete the older version without the risk of losing any of my settings? I would really hate to go through every single option and re-configure it the way I want all over again.

 

2- The second issue is now my Kaspersky browser extension on all of my 3 browsers is no longer working and shows as not connected, even though they are installed and turned on:

Clicking on "turn on" just takes me to the extension store page and it shows as installed.

Again, I do not want to delete and re-install the extensions and lose my saved data and settings for the websites that I visit.

 

Looking around in the forum, it seems no one else is having these issues after the upgrade. Why always me?

Edited November 18 by BlackEdition
More info & images

[Berny]

@BlackEdition Hi

1. Please open Control Panel command [Windows+R]  and run 'appwiz.cpl'
2. Check your Kaspersky applications in the Add/Remove Programs control ?
    

[Flood and Flood's wife]

5 hours ago, BlackEdition said:

The second issue is now my Kaspersky browser extension on all of my 3 browsers is no longer working and shows as not connected, even though they are installed and turned on: Clicking on "turn on" just takes me to the extension store page and it shows as installed.

I do not want to delete and re-install the extensions and lose my saved data and settings for the websites that I visit.

Hello @BlackEdition, 

Welcome back!

1. *Also*, why do (you) think (you'll) loose data & settings for websites - by uninstalling & installing a Kaspersky extension? 
2. IF a browser reset is run, then some data & settings may be lost. 
3. No-one is telling (you) to do a browser reset to update the Kaspersky Protection extension. 
4. Check the Kaspersky Protection extension *version*, IF it's *not* Version 2.11.123.1 -> to fix the extension issue, you need to *uninstall* the existing extension on Chrome & Edge browsers & install Version 2.11.123.1   -> using this link: https://chromewebstore.google.com/detail/kaspersky-protection/ahkjpbeeocnddjkakilopmfdlnjdpcdm. 

Thank you🙏
Flood🐳+🐋

Edited November 18 by Flood and Flood's wife
pn

[BlackEdition]

On 11/18/2024 at 4:34 PM, Berny said:

@BlackEdition Hi

1. Please open Control Panel command [Windows+R]  and run 'appwiz.cpl'
2. Check your Kaspersky applications in the Add/Remove Programs control ?
    

Hi,

I have 2 installations. I included the image of my installed apps in my original post. You can see the installation date of the new version is exactly the same date as when the update happened.

Maybe the installation wizard was supposed to remove the older version but since it got stuck and I had to restart my PC, it never completed the process and left the older version installed? Should I go ahead and delete the older version? Do I tick on the settings to keep the license and settings or how should I go about this with a double installation?

On 11/18/2024 at 5:37 PM, Flood and Flood's wife said:

Hello @BlackEdition, 

Welcome back!

1. *Also*, why do (you) think (you'll) loose data & settings for websites - by uninstalling & installing a Kaspersky extension? 
2. IF a browser reset is run, then some data & settings may be lost. 
3. No-one is telling (you) to do a browser reset to update the Kaspersky Protection extension. 
4. Check the Kaspersky Protection extension *version*, IF it's *not* Version 2.11.123.1 -> to fix the extension issue, you need to *uninstall* the existing extension on Chrome & Edge browsers & install Version 2.11.123.1   -> using this link: https://chromewebstore.google.com/detail/kaspersky-protection/ahkjpbeeocnddjkakilopmfdlnjdpcdm. 

Thank you🙏
Flood🐳+🐋

Hi,

I meant I don't want to lose the data/settings for the Kaspersky extension itself. I have many websites configured to either allow or block anti banner and data collection.

If those settings are suddenly deleted for all the websites that I visit, then I would have to do it all over again whenever I visit a website. Some of the websites will be broken if either of those settings are enabled (and I may not notice the errors or bugs until later).

Maybe im just lazy lol, I guess this is not a big issue and I can do it all over again but I was hoping someone might have a trick to solve this without completely removing the extensions? What's upsetting is im probably the only in the world who got this bug seeing no one else posted about it in the forum.

Edited November 20 by BlackEdition

[Flood and Flood's wife]

8 hours ago, BlackEdition said:

• I meant I don't want to lose the data/settings for the Kaspersky extension itself. I have many websites configured to either allow or block anti banner and data collection.
• If those settings are suddenly deleted for all the websites that I visit, then I would have to do it all over again whenever I visit a website. Some of the websites will be broken if either of those settings are enabled (and I may not notice the errors or bugs until later).
• Maybe im just lazy lol, I guess this is not a big issue and I can do it all over again but I was hoping someone might have a trick to solve this without completely removing the extensions?

 

READ the following very carefully @BlackEdition

1. *IMPORTANT* if the application mess has been fixed install the *new* Kaspersky protection extension Version 2.11.123.1 -> however, do not install the new version until (you've) sorted out the mess with the application that (you've) been discussing with @Berny. 
2. To *fix* the Kaspersky protection extension issue the *old* extension must be removed *before* installing the *new* Version 2.11.123.1 . 
3. *Before* uninstalling the *old* Kaspersky protection extension - close *all* browsers. 
4. *IMPORTANT* Export & *save* Kaspersky Settings. 
5. Uninstall the *old* Kaspersky protection extension.
6. *IMPORTANT* Shutdown the computer using Shutdown, not Restart, power on the computer by pressing the power button, login. 

Thank you🙏
Flood🐳+🐋

Edited November 21 by Flood and Flood's wife
numbering

[BlackEdition]

8 hours ago, Flood and Flood's wife said:

*IMPORTANT* Export & *save* Kaspersky Settings. 

Is there a way to export the settings from the Kaspersky extension?

How can I do that if the extension doesn't open for me?

If you mean export/keep the settings for the Kaspersky for Windows app, I thought the extension and its data are separate from the app?

Edited November 21 by BlackEdition

[Flood and Flood's wife]

56 minutes ago, BlackEdition said:

1. Is there a way to export the settings from the Kaspersky extension?
2. How can I do that if the extension doesn't open for me?
3. If you mean export/keep the settings for the Kaspersky for Windows app, I thought the extension and its data are separate from the app?

 

Hello @BlackEdition, 

Thank you for posting back!

1. Not from the Kaspersky protection extension, from the Kaspersky application.  
2. You don't.
3. Well you thought wrong. 

The *data* that (you) configure in the Kaspersky Protection browser extension, is saved in the application, please follow the provided instructions *exactly* - *also* - do not uninstall / install the Kaspersky Protection browser extension until you've fixed the application mess. 

Also in Websites with allow banners, (you) can Export the list of sites (you've) configured by selecting the Export icon (B) - image three below -> Note - this Export function, is different to the Export used for the application, we referred to in our first set of instructions.  

READ:  Websites with allowed banners window

Thank you🙏
Flood🐳+🐋

Edited November 21 by Flood and Flood's wife
added Websites with allowed banners window

[Berny]

11 hours ago, BlackEdition said:

Should I go ahead and delete the older version?

Personally i should uninstall + reboot both versions , during the uninstall procedure please keep license information & settings.   Also  this duplicate instance is very weird 🤔, please run the System File Checker tool (SFC.exe) before proceeding.

[BlackEdition]

2 hours ago, Flood and Flood's wife said:

Hello @BlackEdition, 

Thank you for posting back!

1. Not from the Kaspersky protection extension, from the Kaspersky application.  
2. You don't.
3. Well you thought wrong. 

The *data* that (you) configure in the Kaspersky Protection browser extension, is saved in the application, please follow the provided instructions *exactly* - *also* - do not uninstall / install the Kaspersky Protection browser extension until you've fixed the application mess. 

Also in Websites with allow banners, (you) can Export the list of sites (you've) configured by selecting the Export icon (B) - image three below -> Note - this Export function, is different to the Export used for the application, we referred to in our first set of instructions.  

READ:  Websites with allowed banners window

Thank you🙏
Flood🐳+🐋

Thank you! I had no idea the extension data was stored in the app.

I see that I currently only have 3 allowed websites in Anti-Banner, lol. This is a new PC and unfortunately I did not know about exporting the extension data otherwise I would've taken a backup from my old PC a month ago.

Regarding the (allow/block data collection) in the extension, I found it under Private Browsing settings in the app but it doesn't have an export/import option. Not a big deal because I only have a small list.

I can now safely re-install the extensions and fix everything. Thanks again.

2 hours ago, Berny said:

Personally i should uninstall + reboot both versions , during the uninstall procedure please keep license information & settings.   Also  this duplicate instance is very weird 🤔, please run the System File Checker tool (SFC.exe) before proceeding.

It's a new PC and my system doesn't have anything broken. The double installation is probably either an issue with Kaspersky's upgrade process or because I forcefully shut it down before the progress got completed since it got stuck for me.

Also, look here:

Anyway, the system file checker steps mentioned in that page look a bit long and complicated and also unnecessary as it may break something or roll back to a previous snapshot, or maybe take more of my disk space with backups, so im just going to uninstall both Kaspersky versions along with the extensions and save the settings.

I will reply later with the result.

Edited November 21 by BlackEdition

[BlackEdition]

Problem solved!

So first I tried to uninstall the older Kaspersky Plus version, but it said "there's an upgrade in process" and did not allow me to uninstall it. Remember, my issue started about a week ago so this means it's definitely broken and I don't have any upgrade wizard running in the background.

I clicked ok, went ahead and uninstalled the newer version instead, restarted PC, then I tried to uninstall the older version, but it still gave me the same error.

I was able to fix this broken installation by launching the .exe installation file of the latest downloaded version, installed it, restarted my PC. After about a minute idling in desktop, it fixed itself and I see that the older version got removed automatically. No more double installation folders, no double apps in the list, no double Kaspersky menu when right clicking a file to scan it.

But just to make sure that everything is working nicely, I went ahead and I uninstalled the latest Kaspersky Plus version for a second time then reinstalled it again (just for peace of mind). After that I deleted all the extensions and reinstalled them again.

I also had a third issue that I did not mention before: When I used to exit Kaspersky and relaunch it, it would not open again and I would have to restart my PC so it can start back again.

Now, everything is working perfectly and all my issues are resolved 👍