Kaspersky
Question

Buffering problem using Online Banking - webpage drops back

  • 19 November 2020
  • 15 replies
  • 332 views

Userlevel 1

Hi 

Running KIS 21.2.16.590 and when I try to use Online Banking I can log in and see the initial “welcome” page showing my details but can get no further.

If I try to select an action eg. PAY or TRANSFER etc., I get the buffering icon then the screen I want pops up but it then goes back to the “welcome” page. Tried different browsers but still the same.

Tried from a friend’s house using his Raspberry Pi and it worked fine.

Anyone see anything similar or have any ideas ? Problem has only occurred in last week or so.

thanks    Phil


15 replies

Userlevel 7
Badge +8

@Phil-UK Welcome. Please  contact K-Lab Technical Support : https://center.kaspersky.com 

> Summary > Technical Support Center > Request Technical Support > Create Request

 

Userlevel 7
Badge +3

Hi @Phil-UK , 

What is the bank url?

Please let me know the incident number (you can pm it to me), we will look into this. 

Regards,

Igor

Userlevel 1

Hi Igor - sorry but how do I send a pm … cannot find the option ?

 

Userlevel 7
Badge +3

You can send it here: 
https://community.kaspersky.com/members/igor-kurzin-127

Userlevel 1

Hi Igor

I have just tried again and same problem but noticed that the URL then changes to show some sort of Error Code which you may be able to make sense of - it is :

https://bank.barclays.co.uk/olb/balances/PersonalFinancialSummary.action?requestid=-6638157130480457367&errorCode=0&linktoken=61JR4TY6K3GH5S6BWZ3R0UEBW7Y0WVU3#/pfsactions

I’ve tried to send it to Barclays but can’t include some of the characters so have asked they email me and I can send it to them.

thanks 

Phil

Userlevel 7
Badge +3

Hi Phil, 

This is a known issue (4567416), we’be been working on it, some additional data is needed. Can you create a ticket to technical support via https://my.kaspersky.com and pm me its number? We will provide additional instructions. 

Regards,

Igor

Userlevel 1

Hi Igor - raised Incident - 

INC000012114682

 

thanks

Phil

Userlevel 7
Badge +3

Hello @Phil-UK,

do you have Kaspersky protection extension enabled in browser? Does the issue persit with enabled Kaspersky extension?

Is the issue actual for any browser?

Userlevel 1

Currently under investigation by Support under an INC number - and the problem was across different browsers.

Userlevel 7
Badge +3

Hello @Phil-UK ,

do you have Kaspersky protection extension enabled in browser? Does the issue persit with enabled Kaspersky extension?

Userlevel 1

Hi - yes protection extension was enabled and the problem was there with or without it.

All details are with Kaspersky Support as part of an active Incident.

 

I have the exact same problem which still exists today with Barclays Bank.

I usually turn off Kaspersky when such things happen, but the latest version no longer has the button to disable it.

What gives?

Luckily my laptop had an older version of Kaspersky and I managed to use the online Barclays website using that.

Userlevel 7
Badge +3

At this step:

Workarounds are:

temporary disable Anti-banner component

temporary disable script inject option

temporary add URL of the bank to SSL exclusions - bank.barclays.co.uk

Userlevel 7
Badge +8

@Anton Mefodys

Hi Anton, 
Your  above temporary  bypass is working.
Thank you.

Works for me as well.

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