Your computer may be infected. To disinfect your computer, follow the instructions

[KESADV]

ERROR: Remote installation has been completed with an error on this device: Fatal error during installation. (Error 1920. Error while starting service Kaspersky Seamless Update Service (KES.21.20) (avpsus.KES.21.20). Your computer may be infected. To disinfect your computer, follow the instructions at https://support.kaspersky.com/kes12/troubleshooting/install/11309)

Tried Kaspersky Virus Removal Tool --- Nothing found

Tried Kaspersky Rescue Disk -- Nothing found.

Protection is completely stopped. Unable to start Endpoint.

Have been struggling for solution over a month

Incident also raised and submitted all required files such GSI, screenshots, remote session etc. Support Engineer is unable to solve the issue.

Incident NO: INC000017392689

In some devices its giving error "application need to be restored. Run the setup wizard to restore." upon reboot or whenever you try to open endpoint application it throws error.

 

 

[Juan Antonio Garrigós]

Hello.

The same thing happened to me with a computer and the only solution was to reinstall the system.

Good luck, friend.

 

 

[KESADV]

I got more than 50 Machines with similar issues! reinstalling the system will be horrible job. Literally fed up with Kaspersky Support post sales even after having business Advanced subscription. More than 10 cases they could not address even.

[Juan Antonio Garrigós]

True, they ask you for the GSI and I usually have to solve it myself.

 

 

[KESADV]

Yes, GSI of multiple machines I shared, never got solution. I got 1000 total endpoints may be the time evaluate other products available in market. Only reason we are using is because of patch management feature available, which is useful in workgroup environment.

Edited Wednesday at 11:08 AM by KESADV

[Tahmeed702]

16 hours ago, KESADV said:

Yes, GSI of multiple machines I shared, never got solution. I got 1000 total endpoints may be the time evaluate other products available in market. Only reason we are using is because of patch management feature available, which is useful in workgroup environment.

Create a remote installation task and deploy 12.8 keswin on endpoints

 

[Prathieesh]

On 4/15/2025 at 11:55 PM, KESADV said:

ERROR: Remote installation has been completed with an error on this device: Fatal error during installation. (Error 1920. Error while starting service Kaspersky Seamless Update Service (KES.21.20) (avpsus.KES.21.20). Your computer may be infected. To disinfect your computer, follow the instructions at https://support.kaspersky.com/kes12/troubleshooting/install/11309)

Tried Kaspersky Virus Removal Tool --- Nothing found

Tried Kaspersky Rescue Disk -- Nothing found.

Protection is completely stopped. Unable to start Endpoint.

Have been struggling for solution over a month

Incident also raised and submitted all required files such GSI, screenshots, remote session etc. Support Engineer is unable to solve the issue.

Incident NO: INC000017392689

In some devices its giving error "application need to be restored. Run the setup wizard to restore." upon reboot or whenever you try to open endpoint application it throws error.

 

 

 

Dear Customer, as discussed during the remote session with our engineer yesterday, we are actively working on the reported issue. Updates will be shared with you through the support case at the earliest.

If you need any further assistance, please feel free to reach out via the support case or contact us through chat or phone support. The phone number is available on your license certificate.

Edited Thursday at 09:11 AM by Prathieesh

[KESADV]

It's already been over a month — no problem, I’ll just wait a few more months for a solution. Meanwhile, the end user is beyond frustrated, constantly asking why the same dumps, traces, GSI images, and logs are being collected over and over again. 😂

Two other cases have been left unresolved for over a month, following the exact same cycle — logs, SQL queries, GSI, dumps — rinse and repeat. Eventually, out of sheer frustration, the customer stopped reading the responses and just closed the cases.

INC000017293372
INC000017157664

Let me know if you need the logs again — I’ve practically memorized the collection steps at this point.

Good Day!

[Tahmeed702]

On 4/16/2025 at 3:18 PM, KESADV said:

I got more than 50 Machines with similar issues! reinstalling the system will be horrible job. Literally fed up with Kaspersky Support post sales even after having business Advanced subscription. More than 10 cases they could not address even.

You can follow this guide below

Troubleshooting Keswin : https://support.kaspersky.com/kes-for-windows/12.8?page=kb

OEM tooks much time to investigate and solve the issue , it will be easier , if you try these steps and sometime share with forums

you can try these like ,

• Repairing Keswin Package through scripts,
• Installing updates version of keswin through remote installation task like installing keswin 12.8 over 12.6 or 12.5

This may help you solve faster