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Ask your questions about KL products and services or share your expertise in it! We help each other in any situations! Don't hesitate - just ask or help!
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FAQ

Q: I used to use your freeware security product, Kaspersky Free, but I can't find it on the Kaspersky website anymore. Why is it not available?

A: We have replaced Kaspersky Free with another free anti-virus, Kaspersky Security Cloud Free. Its level of security is just as high as that of Kaspersky Free, with several additional features: mobile security (Android and iOS devices), secure connection to public Wi-Fi spots (up to 300 MB a day per device), password management, account data leak verification, and personalized notifications about threats and insufficiently secure settings.

You can download Kaspersky Security Cloud Free and browse a detailed overview of its features and the table...

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FAQ

Q: My computer has been infected by malware. I can't install a Kaspersky product on it. What do I do?

A: Apparently, the malware in your operating system hinders the installation of the Kaspersky product.

Please use Kaspersky Rescue Disk downloadable at https://support.kaspersky.com/viruses/krd2018. This tool scans and heals infected computers if the degree of infection is so high it can't be eliminated with the help of anti-virus products or healing tools launched from within the operating system.

Download Kaspersky Rescue Disk, place it on a USB flash drive (https://support.kaspersky.com/14226#block1), use the drive to boot the computer, and launch a computer scan.

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FAQ

Q: I have purchased a license for two devices for one year. Can I use it for two years on one device?

A: No, this is impossible. The expiration term of your license begins at the moment of its first activation (even if there are several) on either device. Your license is valid for two devices but only for one year. You have purchased one activation code (and not two) that you can use on two devices.
 

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FAQ

Q: I've received a notification about exceeding the limit of my secure traffic. What does it mean and what am I supposed to do?

A: Kaspersky Secure Connection is installed alongside the main product. This solution protects your Internet connection. Creating a secure VPN connection, Kaspersky Secure Connection conceals your IP and location and uses an encrypted channel for data transfer: https://support.kaspersky.com/13494

By default, the standard version of Kaspersky Secure Connection includes 200 MB of encrypted traffic per day (300 MB if the product is linked to a MyKaspersky account) for an unlimited number of devices and one automatically selected virtual server.

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FAQ

Q: I've purchased a license but have not received the activation code. What do I do?

A: Normally, the activation code is sent within 15–30 minutes after the payment is processed. If you still have not received it after this period has elapsed, several reasons are possible:
– The order has been placed but not paid for.
– The email with the activation code ended up in the Junk folder.
– The provided email address was incorrect.
To clarify the situation and to have your problem resolved, please contact the Kaspersky Technical Support Service: https://support.kaspersky.com/b2c/

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FAQ

Q: I've noticed a suspicious file that my Kaspersky product does not identify as malicious. Where can I submit it for analysis?

A: You can submit a file for analysis through Kaspersky Threat Intelligence Portal (https://opentip.kaspersky.com/) or MyKaspersky (https://my.kaspersky.com/techsupport#/requests/new).

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FAQ

Q: I've lost my activation code. How can I retrieve it?

A: You can view your activation code in the Licenses section of your personal account: https://my.kaspersky.com/MyLicenses.

If you did not link your activation code to a MyKaspersky account, you can find it in the message from the online store, on the electronic payment terminal receipt, or on the renewal card depending on the mode of purchase.

If you have failed to retrieve your activation code, please refer to the instruction of the Kaspersky Technical Support Service on what to do if your activation code is lost: http://support.kaspersky.com/7894
 

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FAQ

Q: How do I reinstall a Kaspersky product without losing my license?

A: Before reinstalling the operating system, please make sure that you have saved the activation code (in the ххххх-ххххх-ххххх-ххххх format). Depending on the purchase mode – online or offline – you can find it in the message from the online store, on the renewal card, or the electronic payment terminal receipt. You can also view your activation code in the Licenses section of your personal account: https://my.kaspersky.com/MyLicenses.

Upon the reinstallation of Windows, you will need to reinstall the Kaspersky product and activate it using the same activation code that you used in the old operating system. The license...

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FAQ
Q: The icon next to my website in the search results is gray. How do I add my website to Kaspersky databases as secure to make the icon green?

A: To have your website verified and added to the list of secure domains:
– Please submit a request to the Kaspersky Technical Support Service at https://my.kaspersky.com/techsupport#/requests/new.
– If you are not a Kaspersky client, you can verify your website through Kaspersky Threat Intelligence Portal: https://opentip.kaspersky.com/. There, you can add your website to the waiting line for its verification and subsequent inclusion in the secure domain list.
 
Product support
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Cant update administration server from version 11 to 12 as I get an error: 

 Error has accured whle installing: I/o error 1205/0x0 (The system cannot find the path specified.") occured working with file 'C:\ProgramData\KasperskyLab\adminkit\SS_PRODINFO.lck'.

googleing the error find me a link to this forum. Unfortunately it appears that the topic was removed or I do not access to it.

here's the link: 

https://forum.kaspersky.com/index.php?/topic/392831-cant-update-administration-server

 

Product support
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Hi,
 My Anydesk connetion times out since installing security cloud

Product support
1
harlan4096: Try to pause Kaspersky protection and check if still get the issue...
What is Kaspersky Internet Security, FAQ

What is Kaspersky Internet Security, FAQ (by @Danila T.)

Kaspersky Internet Security is a solution for protecting devices from a range of digital threats. It secures your online payments and protects against online fraud, viruses and data leaks. You can manage the protection of your devices remotely through the account at My Kaspersky.

Kaspersky Internet Security has versions for Windows, macOS, and Android.

You can always download the latest versions of the Kaspersky products from Here


Knowledge Base Product Kaspersky Internet Security is here: https://support.kaspersky.com/kis20
 

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Kaspersky Internet Security - Notification of Detection, file or website detected

Notification of Detection, file or website detected (by richbuff (Richard Buffalin))

File or website detected, checklist:

Kaspersky Settings > Additional > Threats and exclusions > Detection types > enable Detect Other Software.
and do a databases update > reboot, then do a scan.

Clear the contents of your Temp folder, instructions: http://support.kaspersky.com/1161 and then reboot.

After that, uninstall any recently installed junk > reboot.

After that, uninstall any and all junk toolbars > reboot.

Uninstall/disable any and all junk browser add-ons and extensions and plugins in all of your browsers.

Remove the junk argument from the target field of the browser shortcut properties.

Remove...

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Kaspersky Internet Security - Update Issues checklist

Update Issues checklist ( by richbuff (Richard Buffalin))

How do you connect to the internet? Is your internet connection ok? Is your internet connection metered?
Have you waited 15 minutes after system boot up to see if the update will occur?

Reboot, then check system date/time correct, then Settings > Additional > Network > Proxy server > select Do Not use proxy server.

Are you on battery or main power? Settings > Performance > uncheck Disable scheduled tasks.

Are you in Gaming Profile? Kaspersky Settings > Performance > uncheck Automatically disable some functionality when in full screen mode.

Is your Kaspersky license expiring in a few days?

If your license is a managed subscription,...

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Hello, Dear My pc was infected by virus attack..... Virus name(.moba file).
My all data is encrypted..All data files type changed to moba file...please help me... I Searched on youtube and google...But Not found solution of this virus... 
                       

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Comment supprimer .moba file virus et récupérer des fichiers cryptés

Product support
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DonKid: Please, see these sites: https://id-ransomware.malwarehunterteam.com/ https://www.nomoreransom.org/en/decryption-tools.html https://noransom.kasper...
Hi, My PC was attacked by a Ransomware virus that encrypted our entire computer and it's backup external HDD which was attached via USB.  The files all have *.righ extension. Any suggestions or help in finding the right tool would be greatly appreciated.

Thank you
​Ilaya
Product support
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harlan4096: For some variants of this kind of malware there is no solution, or at least not currently, since the files were encrypted with a high private key (pro...
New.Virus Attack

Hello, Dear My pc was infected by virus attack..... Virus name(.peet file).
My all data is encrypted..All data files type changed to peet file...please help me... I Searched on youtube and google...But Not found solution of this virus... Peet file
email: arslanmahaar8@gmail.com 

Product support
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harlan4096: Please go there: https://id-ransomware.malwarehunterteam.com/index.php?lang=en_US Visit also: https://www.nomoreransom.org/ https://noransom.kaspe...

Hi, my server was attacked by a Ransomware virus that encrypted our entire computer and it's backup drive which was attached via USB.   The files all have e *.harma extension.   I tried the Kasperski Rakhnidecriptor tool on some of the files but it gave me an error "Unsupported Encrypted File Type" I'm not sure If I'm using the right tool .   Any suggestions or help would be greatly appreciated.  I'm probably going to get in a lot of trouble  as both the server and all the backups were encrypted by the ransomnware.  Thank you,  George

Product support

Email asking for bitcoin and details.txt (0)  

Screen Message.JPG (0)  

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harlan4096: 1st of all, try to identify the rsw variant, go there: https://id-ransomware.malwarehunterteam.com/index.php?lang=en_US Visit also: https://w...

Please I need your help, my PC has been attacked my a ransomware called lapoi and all my files has been encrypted by .lapoi extension. I don't know how to recover my files now.

Product support
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DonKid: Please, see these sites: https://id-ransomware.malwarehunterteam.com/ https://www.nomoreransom.org/en/decryption-tools.html https://noransom.kasper...
New variety of Shade crypter!

Has been infected with ransomware, some variety of Shade crypter. The file name is <base64>.<id>.crypted000007
Code in readme file is 42E8973ACDCAA3880FEB|0 

In Attachment is Virus code downloader, readme and some crypded file samples.

Need help in decription

Product support

README1.txt (2)  

virus_cod.jse.txt (1)  

new_shade_sampes.zip (2)  

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DonKid: Please, see these sites: https://id-ransomware.malwarehunterteam.com/ https://www.nomoreransom.org/en/decryption-tools.html https://noransom.kaspers...
Awful customer and technical support service after purchase of Internet Total Security.

Hello Kaspersky team :
I'm deeply disappointed because of your awful technical support service . On Nov 22 I opened the support ticket  INC000009851909 because after purchasing one license of Internet Total Security for three devices, I was unable to activate your software into my Windows 10 laptop and my Samsung S8 Mobile phone.

I was able to activate the software only into my MacBook Air. This is the second year that I purchase a license to protect some of my devices.

After several requests within your support website with no response, I talked by phone with your support team both in Mexico City and USA, I only wasted my time because they were unable to provide help. 

I tried again...

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Registry permission warning

Since I reinstalled KIS I will be asked several times for permission to let a new program edit the registry  when installing it. This wasn't before. How I can deaktivate this secure option?

Product support
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harlan4096: But You should not turn off Application Control, bust move to trusted group the application which is causing the warnings in a restricted group always...

Hey!
My pc got hit by an infection i guess.
While Kaspersky got rid of most of the problems, it still messages me, that Kaspersky found:
PDM:Trojan.Win32.Bazon.a
(c:\programdata\antivir.exe)
However the button to solve it does nothing...
I already searched the location for a file & all my running processes for suspicious activity, nothing.
It seems as if the Trojan is already gone, but kaspersky still is on high alert.

Product support
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Wesly_Zhang: Hello, You said 'c:\programdata\antivir.exe, I already searched the location for a file & all my running processes for suspicious activity, nothing.'...
Skin/theme

How can I get a skin for Kaspersky? I really don't like staring at a white UI all the time and it really hurts my eyes

Product support
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harlan4096: Welcome, which version of Kaspersky product?