youtube conflict on firefox - K Security Cloud [merged with redux]

[Taff224]

Can’t use Youtube properly since I upgraded to Kaspersky Security Cloud - current version 21.2.16.590 with Firefox.

YT keeps saying I am not logged in and trying to update anything in studio is impossible.

Seems to be better with Edge but sill has some issues - won’t let me update description on videos in studio.

Any ideas?

[Flood and Flood's wife]

Hello @Taff224, 

Welcome!

Which Kaspersky Security Cloud patch(x) x = letter, is installed → on the Windows taskbar, rightclick the Kaspersky icon, select About? 

There’s a known bug for Firefox & KSC versions pre 21.2, patch(a). 

If version 21.2.16.590(a) is not installed you need to update, after updating make sure you shutdown the device using Shutdown, not Restart, power on, login, make sure KTS is active & run a manual Database update, it may be necessary to do the Shutdown steps several times to apply patch(a).

Thank you🙏

Flood🐳 +🐋

[Taff224]

I have updated to (a) - required a reboot which i hadn’t realised….

Still have the same issue with Firefox and youtube

Chrome seems to work but not firefox.

[Flood and Flood's wife]

Can you confirm how I update Kaspersky Security Cloud? I can’t find the option to do so. 
The version you pointed me to was for Kaspersky Total security which I believe is a different product.

Hello @Taff224, 

Our apologies for the wrong link! 

Kaspersky Security Cloud, the link is to the Kaspersky global website. Even tho the link says “trial”, when the installed application synchronizes with your MyKaspersky account/license, it will pick up the activation code for the licensed software. 

If you have a current subscription for a previous version of Kaspersky Security Cloud, you do not need to activate the application. The Setup and Removal Wizard will automatically retrieve information about the subscription for the previous version of Kaspersky Security Cloud and apply it during installation of Kaspersky Security Cloud.

While downloading the update, the application compares the previous and new versions of the End User License Agreement, Kaspersky Security Network Statement, and Statement regarding data processing for marketing purposes. If the agreements and/or statements differ, the application offers you to read and accept them again.

After updating to  21.2.16.590 make sure you shutdown the computer, using Shutdown, not restart, power on, login, make sure Kaspersky Security Cloud is active, run a manual Database update, then make sure you shutdown the computer, using Shutdown, not restart, power on, login, check that patch(a) has been applied; you may need to do the Shutdown steps several times. 

Thank you🙏

Flood🐳 +🐋

[Taff224]

Thanks - required a number of shutdowns to sort out but seems to have solved the issue..thanks again

[Flood and Flood's wife]

I have updated to (a) - required a reboot which i hadn’t realised. Still have the same issue with Firefox and youtube, Chrome seems to work but not firefox.

Hello @Taff224, 

1. May we have images of the Firefox problem please? 
2. If you run Firefox as New Private Window, do the “trying to update anything in studio is impossible” issues persist? 
3. Please do the following Firefox procedures: 

• (1) Clear startup cache
• (2) Tune up
• (3) Safe mode

   

• Is Kaspersky Security Cloud, Personal, Family or Free? 

Please let us know? 

Thank you🙏

Flood🐳 +🐋

[Flood and Flood's wife]

Thanks - required a number of shutdowns to sort out but seems to have solved the issue.. thanks again

Hello @Taff224,

You’re most welcome☺ !

Thank you for updating us👌

We’re delighted the issues are resolved🤸

Thank you🙏

Flood🐳 +🐋

[Taff224]

Hi,

 

Thought we had solved it, but 30 minutes later and it is kicking me out of youtube again.

I have attached some images of the issue.

 

Top right shows my login icon - but when I click on it the menu is wrong.

If I hit subcriptions again it then gives me this page.
 

 

I then just need to hit the sign in button and it takes me back to the main page but signed in (no need to put in details)
 

If I got to Library it gives me this page - clearly signed in on the main page but asking me to sign in on the left menu…

 

If I then try and put in a comment to a video I get the following error.

 ​

As you can see my login Icon is correct but I get a “returned error”

I am fully up to date on the correct ​​​​​​​21.2.16.590(a).

Any ideas?

Thanks

​​​​​​​Chris

[Flood and Flood's wife]

Hello @Taff224, Chris, 

Thank you for posting back, the information & the images👌

1. If Firefox is run as New Private Window, do the issues persist? 
2. Did you actually do a clean install of  21.2.16.590? 
3. Have you done the 3 Firefox recovery steps? 
4. May we know your location please? 

Please let us know?

Thank you🙏

Flood🐳 +🐋

[Taff224]

• Private window - still same issue
• the install of KSC was clean yesterday - only bought it then - but it didn’t install with the (a) patch I had to do that today.
• I have tried all 3 firefox recovery steps - no change.

I am UK based.

[Flood and Flood's wife]

Hello @Taff224, Chris, 

Thank you for the information👌

Hmmm, on our system, we’re also able to replicate the issues🤔

➡ We’re going to do a clean install, please wait for our results before doing anything else⬅  

1. Is Kaspersky Security Cloud: Personal, Family or Free? 
2. As a reference → the following is what you should see  + being able to comment  - is that correct? 

 

Thank you🙏

Flood🐳 +🐋

[Taff224]

It is Family paid for license of Security Cloud.

Yes that is what you should see in the menu drop down.

[Flood and Flood's wife]

Hello @Taff224, Chris, 

Thank you for the additional information👌

Absolutely bizarre, the youtube bug was fixed with patch(a)😖

This is what we’ve done:

1. Uninstalled KSC, including requisite reboots, multiple times
2. Checked system to ensure there’s no traces of KSC
3. Clean installed KSC from Kaspersky global www.
4. Updated patch(a)
5. Cleared Firefox startup cache
6. Refreshed Firefox
7. Run Firefox in safe mode
8. Cleared Firefox Cookies and Site Data - all time
9. Cleared Firefox browsing, download, form, and search history -  all time.
10. KSC - unchecked Inject script into web traffic to interact with web pages
11. KSC - unchecked Encrypted connections scan,  do not scan encrypted connections.
12. KSC - unchecked Scan secure traffic in Mozilla applications. 
13. Added youtube exclusions to Anti-banner & Web Anti-virus

🚫Nothing worked🚫

Our results are identical to yours, from the right hand side menu, it’s impossible to sign out of youtube: the options have been truncated; left hand side menu, “dictates” sign-in, even tho the user is signed in, when the option is is taken “magically” sign-in occurs without any user intervention; it’s impossible to comment, generates “returned error”. 

We’re going to uninstall KSC & install & test KTS → you may wish to wait for our results, or log a case with Kaspersky Technical Support, follow the template below; include:

1.  A detailed history
2. What caused the problem?
3. Did you try to solve the problem? How?
4. Text from an error message? Screen shot? Video?
5. Community topic URL?
6. Note: Support may request Traces & other data, they will guide you

 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Please let us know the outcome when it’s available? 

Thank you🙏

Flood🐳+🐋

 

[Flood and Flood's wife]

Hello @Taff224, Chris, 

Update:

• Removed KSC, replaced with KTS, same problems exist →  image 1 & 2
• Created new Windows profile, new Firefox, same problems exist → image 3
• Paused & exited KTS, same problems exist → image 3 combined
• Removed KTS, no AV software at all, Comment succeeds, all other problems persist → image 4

KTS, original profile.

KTS, new Windows user & Firefox.

No Kaspersky

 

• Maybe RC is not entirely Kaspersky 🤔

Thank you🙏

Flood🐳+🐋

[Taff224]

Flood 

 

Thanks for the info. I will go to the firefox forums and see if anyone is having similar issues.

Was just odd that it started when I installed a new version of Kaspersky.

I will reppet back if I fix it.

Thanks 

[Flood and Flood's wife]

Flood ,Thanks for the info. I will go to the firefox forums and see if anyone is having similar issues. Was just odd that it started when I installed a new version of Kaspersky. I will report back if I fix it. Thanks 

Hello @Taff224, Chris, 
You’re most welcome!

Agreed, the timing would at least suggest the RC is Kaspersky, & especially as this very issue was the subject of a bug that was only recently fixed… But, with Kaspersky removed, we’d expect the issue not to happen, and that’s not the outcome we encountered; part of the problems resolved, not all.

It’s possible Mozilla have made another change & there’s a flow on effect. 

There’s some Mozilla posts indicating RC = Kaspersky & others, not Kaspersky.

We’re waiting for feedback, we have other Kaspersky subscribers testing the issue, based on  your information.

• We recommend logging a case with Kaspersky Technical Support. 

Thank you🙏

Flood🐳+🐋

[Taff224]

Flood

Thanks, have logged with technical support. 

Chris

[Taff224]

Response from Tech Support

Hello!

I hope this email finds you well.

Sorry to hear that you are having such issue. My name is Farhan and I will be your support specialist for this ticket.

This is a known issue which is currently still being investigated by our experts. At the mean time, you can disable the Anti-Banner to access YouTube through Firefox or use another browser.

To disable Anti-Banner:
1. Open Kaspersky
2. Go to Settings (gear icon)
3. Choose Protection
4. Locate Anti-Banner and turn it off.

We seek your understanding for this matter.

Have a nice day!