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System Tray Icon missing on some devices

  • 17 April 2019
  • 8 replies
  • 490 views

Userlevel 4
Badge +3
Hey guys,

on some devices the system tray icon of KES 11.1.0.15919 is missing.
I already tried to solve the problem by editing the KES policy like here described - did not work.

Is there any other possible solution to fix this little issue? Our users get a little nervous when they suddenly see no Kaspersky icon in the taskbar anymore... which is somehow understandable.😅

Thanks in advance for your help,
Leon
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Best answer by intrusus 29 May 2019, 11:30

Sorry for being late, I was on vacation 😉
Kaspersky Lab Support provided me a Private Fix, it's Private Fix PF7020. You can download it here.

After installation the client should be restarted.
If the PF doesn't work (may vary from device to device) or you don't trust the link, you should contact support.

Cheers,
Leon
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8 replies

Userlevel 3
Badge +1
Hi,

Could you please provide us with GSI log from one of the hosts without KES icon in tray?
Userlevel 4
Badge +3
Hi Nikolay,

normal users cannot upload any files (except pictures) here in the community.
This should remain so for security reasons - in addition I do not know how GSI-Uploads behave in accordance with the GDPR (e.g. sensitive data like log files). Are uploaded files visible for the public?

Privacy and technical restrictions aside, I will of course send you the GSI files you asked for- just give me a way how I can provide them to you.😉

Best regards
Leon
Hey guys,

on some devices the system tray icon of KES 11.1.0.15919 is missing.
I already tried to solve the problem by editing the KES policy like here described - did not work.

Is there any other possible solution to fix this little issue? Our users get a little nervous when they suddenly see no Kaspersky icon in the taskbar anymore... which is somehow understandable.😅


Thanks in advance for your help,
Leon

I have always applied Policies that the users see very little of KES.. e.g when they try to open an website that fails under restricted categories..they have to trust that it is doing it's job in the background..
Userlevel 4
Badge +3
I have always applied Policies that the users see very little of KES.. e.g when they try to open an website that fails under restricted categories..they have to trust that it is doing it's job in the background..

Hey ametushi,
your approach has huge advantages for us as administrators, but our users (especially the technical staff) are used to get at least feedback from antivirus software or being able to manually perform group tasks outside the company.

Of course we can try to keep the KES interface as minimalistic as possible, even hide the system tray icon in general. However, this does not solve the actual problem as it is a technical bug.😑

I hope, I can send the GSI file somehow to @Nikolay arinchev or some other Kaspersky Lab Staff, but as I said: the upload does not work here in the community for me. As a last way out I only see to contact the technical support.

Kind regards,
Leon
Agree!

It depends on organisaztion..

It is an issue with the new version...

We can not upload anything and the Kaspersky guys are behaving strangely...
Userlevel 4
Badge +3
Update: Created an Incident (INC000010389795).
Answer from Support pending.
Hi Intrusus,
did you already got an answer from Kaspersky?
Userlevel 4
Badge +3
Sorry for being late, I was on vacation 😉
Kaspersky Lab Support provided me a Private Fix, it's Private Fix PF7020. You can download it here.

After installation the client should be restarted.
If the PF doesn't work (may vary from device to device) or you don't trust the link, you should contact support.

Cheers,
Leon

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