Can't install Kaspersky free, getting cannot connect to server error.

I'm running windows 7 and have removed all traces of my last antivirus, and checked for other virus's with the kaspersky virus removal tool. The system is completely up to date and has enough free space. Really frustrating as have installed it before on the same OS, is there a problem with the server today or something?

15 replies

Userlevel 7
Badge +4
Welcome. There are two courses of action. One is to post your GetSystemInfo report here, so forum users can help, and the other is to Contact Tech Support.

1. Please post your GetSystemInfo report link, instructions: https://support.kaspersky.com/common/diagnostics/3632

2. Please contact Tech Support: https://my.kaspersky.com/support/

Please attach the following items to your Tech Support request:

a. Description of the issue.
b. Screenshot, as needed.
c. GSI
OK how do I upload the report? Doesn't seem to be an option to attach a file.
Userlevel 7
Badge +7
@nancyrowina Receive the received archive with the files reports put on any file sharing service (for example in https://drive.google.com), the link to which you specify in the reply message

Here is the report
Userlevel 7
Badge +9
Hi, @nancyrowina

Report: https://www.getsysteminfo.com/report/b0de533f4e3d77eebc31ccb743323002
Please temporarily remove the following programs in the standard way:
Kingsoft Writer ( -
Yontoo 1.10.03 - 1.10.03
The detailed process of uninstalling programs is described in the following article: https://support.microsoft.com/en-us/help/2601726

Then delete the following file if available:

Restart the computer and repeat the installation https://support.kaspersky.com/12965#block1

@richbuff Kaspersky Free support https://support.kaspersky.com/12968
Thanks, I can't fully remove yontoo, I've installed malawarebytes and run it but the program is still there in the add and remove programs, and I'm still getting an error when trying to install kaspersky Can you give me anymore help to remove yontoo?
Userlevel 7
Badge +9
Hello Nancyrowina,
When you say "program is still there in the add and remove programs", is Yontoo unable to be removed via Windows(7) Control Panel\All Control Panel Items\Programs and Features\Unistall program? or with Malwarebytes?
After running the clean was a reboot done?
Can you share with us screenprint/s of errors when trying to install KAV free please?
Have you tried downloading KAV free from another Kaspersky site, (in case of regional restrictions)?


Please let us know?
Userlevel 7
Badge +9
@nancyrowina try using https://smartfix.pro
I've got rid of yontoo now thanks, still not installing though, also tried downloading the installer from the uk site, still doesn't work. Have been restarting the computer after every step too.

Userlevel 7
Badge +9
@nancyrowina tried to use the utility smartfix?
Try to download the archive by the link, then unpack it into one folder and run the startup.exe. https://support.kaspersky.com/12965#block1
Userlevel 7
Badge +9
Try to download the archive by the link, then unpack it into one folder and run the startup.exe.

Hello Friend,
Is whatever is in the archive from a Kaspersky source?

Do please let us know?
Userlevel 7
Badge +9
Yes, this is a complete installation distribution Kaspersky Free. https://support.kaspersky.com/12965#block1
Check your computer for viruses, as there should be no redirects to the vodafone.
Userlevel 7
Badge +9
Hello Friend,
Viruses?😂 3 computers, Sweden, UK, USA, all managed by KTS, all clean👍
Userlevel 7
Badge +5

Hello @nancyrowina 

Was your problem solved? Please let us know the result. Thanks in advance.


I turned off my firewall for a while when installing the antivirus. It works fine.