Kaspersky
Question

Kes11 corruption issue

  • 21 October 2019
  • 32 replies
  • 402 views

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  • Junior Helper
  • 81 replies

Hi,

 

KSC - 11..0.0.1131

Kes 11.1.0.90 

Client is facing problem that their antivirus is getting corrupted:

1. Client is facing this issue in multiple encrypted device

2. When we are trying to run antivirus it is showing an error message( Screenshot jkpaper.jpg is given)

3 . Offline decryption is not possible for as all the HDD are integrated in the laptop.

 

Please find the logs in the below link

Download link
https://we.tl/t-gkUhY5RjmU

 

Thank You

 


32 replies

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hi,

22 hours gone there is no update from your team. please reply.

 

Thank you

Userlevel 3
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Hi,

 

KSC - 11..0.0.1131

Kes 11.1.0.90 

Client is facing problem that their antivirus is getting corrupted:

1. Client is facing this issue in multiple encrypted device

2. When we are trying to run antivirus it is showing an error message( Screenshot jkpaper.jpg is given)

3 . Offline decryption is not possible for as all the HDD are integrated in the laptop.

 

Please find the logs in the below link

Download link
https://we.tl/t-gkUhY5RjmU

 

Thank You

 

Hello!

Can you please describe what actions did the customer before the issue started?

Thank you!

Badge

hi,

 

After kes11 getting auto upgrade from kes 11.0.1.90 to Kes 11.1.1.126. The icon tray got greyish. If i try to repair kes its giving error application need to be restored. Run the setup wizard to restore. If I try to start the application from KSC of that particular host the error remains same.

BR

Userlevel 3
Badge +1

hi,

 

After kes11 getting auto upgrade from kes 11.0.1.90 to Kes 11.1.1.126. The icon tray got greyish. If i try to repair kes its giving error application need to be restored. Run the setup wizard to restore. If I try to start the application from KSC of that particular host the error remains same.

BR

Hello!

Does the user interface work? 

Unfortunately I cannot access the share once again.

Can you please, fix the sharing resource. We need a GSI from the host.

Thank you!

Badge

Hi,

Please find the logs as requested.

The user interface was not working.

https://drive.google.com/open?id=1DSSWB_pcgfbP0sgq_oDfIotf4fXrF6eE

BR

 

 

Userlevel 3
Badge +1

Hi,

Please find the logs as requested.

The user interface was not working.

https://drive.google.com/open?id=1DSSWB_pcgfbP0sgq_oDfIotf4fXrF6eE

BR

 

Hello!

Do you already have a created incident in your company account?

Thank you!

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Hi,

If i want to go through company account? Then i would have created a incident & proceed. So what is the use of sharing the logs in https://community.kaspersky.com/. Please provide resolution her only dont divert it any other source.

BR

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Hi Team,

Still waiting for your positive response. Please reply.

BR

 

Userlevel 4
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Hi,

Is the problem occurs at client PC or at server?

The thing is, that GSI is collected at admin server side.

Thank you!

Badge

Hi,

Please find the GSI of one of the affected host. windows 10 pro

BR

Userlevel 4
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Thank you for that info!

Could you please provide us with KES installation logs(these logs are abscent at GSI report)

Thank you!

Badge

Hi,

  kes11 got auto upgrade from kes 11.0.1.90 to Kes 11.1.1.126 . after its being approved from Ksc via administrator.

Thank you

Userlevel 4
Badge +2

Do you think that the problem is solved?

Thank you1

Badge

Hi,

After kes11 getting auto upgrade from kes 11.0.1.90 to Kes 11.1.1.126. The icon tray got greyish. If i try to repair kes its giving error application need to be restored. Run the setup wizard to restore. If I try to start the application from KSC of that particular host the error remains same.

what i said earlier.

It’s happening all encrypted system.

BR

Userlevel 4
Badge +2

Could you please provide us with output of “NET START AVP” and with KES installation logs?

Thank you!

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Hi,

There is not installation log in the system. Please find the output of the command NET START AVP  attached for reference.

BR

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Hi,

I have taken GSI of another system where after 100 percent completion of FD giving error. Attached logs for reference.

BR

Userlevel 4
Badge +2

Thank you for that info!

Please provide us with KES installation logs.

Thank you!

Badge

Hi,

How to get the KES installation logs. Because it got auto upgrade from kes 11.0.1.90 to Kes 11.1.1.126 .

what would be the location of getting the installation logs. can you share me any article for reference.

I have followed this article but unable to find any logs.

https://support.kaspersky.com/9342

Please help.

BR

Hi,

I have taken GSI of another system where after 100 percent completion of FD giving error. Attached logs for reference.

BR

Hello.

The attached GSI lists a number of Fortinet drivers as potentially incompatible software present on the host. 

While it has not been confirmed as incompatible by RnD, there are known occuring issues between Fortinet and KES. According to existing investigated cases, such issues are resolved by installing pf7501 or a corresponding newer private fix for KES 11.1.1.

Please install the private fix on affected hosts and provide feedback if possible.

The fix can be obtained via CompanyAccount, mentioned earlier.

Thank you.

Badge

hi,

as requested please find the incident I'd INC000010984172. Please provide the pf7501 immediately because it's affecting my business.waiting for your positive response.

BR

Badge

hi,

Still waiting for the pf7501. Kindly expedite I am in a critical situation. Please don't delay.

Thank you

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Hi,

please provide me the pf7501. My product is getting hampered. Kes is not working properly. It's showing greyish at the startup. Please try to understand my problem. As per your request I have created incident. Please provide the pf.

Thank You

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Hi,

 

still waiting for the pf7501. Already provided you the incident no as requested. Please do the needful.

BR

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Hi,

I am stunned Kaspersky team not at all serious about customer issue. Still not received the pf7501 after providing the incident no.

BR

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