Kaspersky
Question

Windows 10 freeze on mouse connect

  • 13 January 2020
  • 7 replies
  • 437 views

Hello!

If I connect a USB mouse to my laptop, Windows 10 suddenly freezes. Next, when I disconnect the mouse, the system returns to work.

When I turn off Kaspersky, everything works. I diagnosed the problem, Kaspersky adds the file to the mouse driver:
C:\WINDOWS\system32\DRIVERS\klmouflt.sys
How can I delete this file from the driver?


7 replies

Userlevel 7
Badge +8

Hello @Zafahix
Welcome!
Please tell us: 

  1. Windows 10 version & build?
  2. KAV version & patch?
  3. Is KAV free or licensed?
  4. How long has KAV been installed?
  5. Does the USB attached mouse / Windows freeze happen when the mouse is inserted into every USB port?
  6. Have you tested the issue with another mouse?
  7. Does the USB attached mouse / Windows freeze happen if Windows is run in SafeMode?
  8. May we have a video of the issue please?
  9. May we have a GSI & Windows Logs, please upload the zip folder to cloud & post back the link? 

Please let us know?
Thank you:pray_tone3:

  1. Windows 10 1903 18362.535 (Intel i7-7700HQ, 16GB RAM DDR4, GTX 1070)
  2. KAV 2020 20.0.14.1085 (g)
  3. Yes, licensed
  4. 2 years
  5. Yes, every port causes freeze
  6. Yes. I used Razer Lancehead TE 2.5 years and all works. I temporarily use Gigabyte M6900 and have this problem from the beginning. When I reconnect the Razer mouse, there is no problem. The Gigabyte mouse has been checked on various computers (unfortunately other antiviruses) and works without problems, freeze occurs only on my laptop when Kaspersky is running.
  7. No, in SafeMode everything works without a problem.
  8. & 9. Unfortunately, I can't record and generate the logs right now, but I think I have clearly and accurately presented the situation.

When I uninstall KAV - freezing does not occur. After KAV install, in mouse driver details appends line with file:

C:\WINDOWS\system32\DRIVERS\klmouflt.sys

and system start freezing on Gigabyte M6900 mouse connect. 

Userlevel 7
Badge +8

Hello @Zafahix,

Please log a request with Kaspersky Technical Support, the Support Team will request a GSI & Windows Logs, video of the issue and may request Traces captured as the issue is replicated, they will guide you to collect the Traces. 

After you submit the request, you’ll receive an automated email with an INC+12 digits reference #, then, normally, within 5 business days, a Kaspersky Lab human will contact you, also by email, you may continue to communicate with them via reply email & or by updating the INC in your MyKaspersky.com account.


klmouflt.sys - driver intercessor responsible for safety events delivery from the Mouse class devices. Provides IOCTL / callback interface used by KLIF.

Thank you:pray_tone3:

Is there a faster option for KAV not to add its own mouse drivers or a way to delete the file klmouflt.sys?

I don’t hide that it is more easier for me to buy another antivirus than bother with logs, sending technical support requests, etc.

Userlevel 7
Badge +3

And also upgrade to newest windows 1909 version...

I updated to newest Windows 10 1909 18363.535, the error still occurs.

I also tried to install the older KAV 2019, but the error didn’t fix.

 

The fault is in the klmouflt.sys file, because after a clean installation of KAV the mouse works without a problem. The klmouflt.sys file in the driver details appears after the first reboot and then the error begins.

Userlevel 7
Badge +8

@Zafahix,

Please log a request with Kaspersky Technical Support, the Support Team will request a GSI & Windows Logs, video of the issue and may request Traces captured as the issue is replicated, they will guide you to collect the Traces. 

After you submit the request, you’ll receive an automated email with an INC+12 digits reference #, then, normally, within 5 business days, a Kaspersky Lab human will contact you, also by email, you may continue to communicate with them via reply email & or by updating the INC in your MyKaspersky.com account.

Thank you

Reply / Ответить