Windows Updater and Windows Mail unable to connect to Internet

[QuantumDot]

I'm using Kaspersky Internet Security version 21.3.10.391 (i) on my Windows 11 PC with version 21H2 x64 Build 22000.613

This wasn't always the case, but Windows' own programs, like the updater and the mail program, are unable to access the internet when Kaspersky Internet Security is on. I have to exit the application completely in order for the Mail program and the Windows updater to work.

I do use the Firewall functionality of KIS but I'm not sure where to look for Windows blocking entries.

Is there any other area I should look into besides Firewall blacklists to find the problem?

Edited April 27, 2022 by QuantumDot

[Flood and Flood's wife]

Hello @QuantumDot, 

Welcome!

1. Are you able to track back (approx date/event) to when you think the problem may have started? 
2. Check KIS Reports, for any events that match the "Windows Updater and Windows Mail unable to connect to Internet" issues? 
3. Log a case with Kaspersky Support, either Chat or Email, filling in Application malfunction, Other template; Support may request logs, traces & other data, they will guide you. 

Please let us know?

Thank you?

Flood?+?

Edited April 27, 2022 by Flood and Flood's wife

[Flood and Flood's wife]

@QuantumDot, 

Regarding "Firewall blacklists", have you configured these? 

IF "yes", to make sure they're not the root cause, do the following: 

1. Export KIS Settings. 
2. Restore KIS Settings to default. ‼️Do not Import KIS Settings ATM‼️
3. Shutdown the machine using Shutdown, not Restart, power on, login. 
4. Recheck  "Windows Updater and Windows Mail unable to connect to Internet" ? 
5. IF the issues persist, Import original KIS config & proceed with logging a case with Kaspersky Support. 

Thank you?

Flood?+?

Edited April 27, 2022 by Flood and Flood's wife

[Igor Kurzin]

Hi QuantumDot, 

In addition to advice from Flood, try this: 

1. Disable Self-Defense via Settings -> General
2. Exit Kaspersky product
3. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\ and rename the folder Report to Report1
4. Run Kaspersky product
5. Enable Self-Defense
6. Check the issue.

[QuantumDot]

On 4/28/2022 at 7:39 AM, Igor Kurzin said:

Hi QuantumDot, 

In addition to advice from Flood, try this: 

1. Disable Self-Defense via Settings -> General
2. Exit Kaspersky product
3. Go to folder C:\ProgramData\Kaspersky Lab\AVP21.3\ and rename the folder Report to Report1
4. Run Kaspersky product
5. Enable Self-Defense
6. Check the issue.

This worked, don't know why, but it did.

Thank you very much!

Is it something in the report that tells Kaspersky to shut off any internet connection related to Windows programs? Or is it more of a bug that leads KSI to do strange things? Is there something I can do to prevent future such cases or will I have to do this report renaming procedure each month etc.?

Edited April 29, 2022 by QuantumDot

[Igor Kurzin]

Hi @QuantumDot, 

You are most welcome! 
There is a known issue, which is fixed in the next product version (MR5). 

You can repeat the same steps if the problem occurs again.