Kaspersky
Question

I cannot install KAV on my PC. Unsuccessfuly trying hard to get some help since, no reply.


I’ve purched a new Kespersky Anti Virus since the 15 may 2020 and I cannot install it on my PC.

Unsuccessfuly trying hard to get some help since, no reply.

This will be my last purchase with Kaspersky

Regards


12 replies

Userlevel 7
Badge +6

@DJEDOU60  Welcome. Could you please provide us a GSI Log  , we shall try to assist you as far as we can.  Also , if you contacted K-Lab Technical Support, can you please give us your INC ticket number

Userlevel 7
Badge +8

Hello @DJEDOU60,

Welcome!

  1. When you communicated with Kaspersky Virtual technical assistant, did you receive an incident reference number
  2. May we have the number please? 
  3. May we know the actual error details that are stopping the KAV install?
  4. Has system requirements check been done?
  5. Has a software compatibility check been done? 
  6. Please run a GSI & Windows Logs & post back?

Thank you:pray_tone3:

Flood:whale:

Hi,

My request remains unsolved so far

Please see attached the so-called technical assistance from Kaspersky:

Incident closed: INC000009242288

Kaspersky Lab Support

ven. 15 mai 14:32 (il y a 7 jours)

 

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Dear customer,

Please be informed that the status of your request has been changed to 'Closed'.
Case description:
Installation / Uninstallation error

If you are in need of further assistance, please submit a new request via this link: New Request.

Please do not reply to this automatically generated message, as your reply will not be received.
We wish you much joy with your Kaspersky products!

Best regards,
Kaspersky Lab Technical Support

kaspersky.en.cs@digitalriver.com

mer. 20 mai 14:48 (il y a 2 jours)

 

À moi

**This is an automated response. Please do not reply to this message.**
 
This email serves as a confirmation receipt.  All inquiries are answered in the order they are received.  Please expect a delay in response from our team due to the on-going COVID-19 situation.
 
We appreciate your patience.
 
Sincerely,
Customer Service

 

 

 

webhelp.v4@digitalriver.com

ven. 15 mai 16:37 (il y a 7 jours)

 

À moi

class=ajz v:shapes="_x0000_i1027">

**This is an automated response. Please do not reply to this message.**
 
This email serves as a confirmation receipt.  All inquiries are answered in the order they are received.  Please expect a delay in response from our team due to the on-going COVID-19 situation.
 
We appreciate your patience.
 
Sincerely,
Customer Service

Userlevel 7
Badge +6

@DJEDOU60
Please see this K-Lab Article https://support.kaspersky.com/common/error/installation/11007
Also , can you please provide a GSI Log

Hi,

 

Please see attached the Kaspersky GSI Log from my PC.

Regards

 

https://www.getsysteminfo.com/report/a00a551186f71451a46dbca88a9502c6

Userlevel 7
Badge +6

@DJEDOU60 
Here is a message in your Windows Event Log :
“Message : La résolution du nom ksn-tcert-geo.kaspersky-labs.com a expiré lorsqu’aucun des serveurs DNS configurés n’a répondu.”
Did you try with another DNS server.

Also, Kaspersky is showing up in your Log as installed product ?
“Installed products : 3
Kaspersky Password Manager - 9.0.2.767
Kaspersky Secure Connection - 20.0.14.1085
Kaspersky Total Security - 20.0.14.1085”

Can you please provide more details or an install error message.

Please also  restore your HOSTS file.

Please see attached the error message .

 

Regards

Userlevel 7
Badge +6

@DJEDOU60 Did you try OpenDNS or Google DNS.

Userlevel 5
Badge +2

Can be tried also:

https://support.microsoft.com/en-us/help/17441/windows-internet-explorer-change-reset-settings

https://support.kaspersky.com/common/windows/12378

 

Hi Anton,

 

My current browser Opera ,I do not use IE any longer.

Regards

Userlevel 7
Badge +8

Hello @DJEDOU60

Thank you for the update:ok_hand_tone3:

  • Opera is not a supported browser. 
  1. Please confirm which Kaspersky software is giving the install issue?
  2. Which browser is set as system default

Thank you:pray_tone3:

Flood:whale:

Userlevel 5
Badge +2

@DJEDOU60 Have you tried this https://support.microsoft.com/en-us/help/17441/windows-internet-explorer-change-reset-settings ?

Product uses system (IE basic) network settings to connect to the network. So it is necessary to check these settings at first steps.

 

In avz report:

So reset IE settings, retest the issue, then reboot and recheck IE proxy settings. If they are clean, then OK. If the URL above appears again, then it seems something from Autorun places it there.

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