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Question

cant install kaspersky internet security or any other version

  • 19 August 2020
  • 20 replies
  • 337 views
M

hi

 

when i open kaspersky internet security installation  and I choose my language and press continue nothing happened, I remember there was post about same problem but he was trying to install the kaspersky on hyper-x

 

but I'm windows 10

 

20 replies

R
Rank
Userlevel 7
Badge +4

Welcome.  There are two possible courses of action. One is to post your GetSystemInfo report here, so forum users can help, or the other is to Contact Tech Support. 

1. Please post your GetSystemInfo report link, instructions: https://support.kaspersky.com/common/diagnostics/3632
  Please upload the GetSystemInfo zip folder that is inside the larger GSI zip to the GSI parser site http://www.getsysteminfo.com/ and post the url to the parsed report here, in your next post.

2. Or, please contact Tech Support: https://my.kaspersky.com/support/

Please attach the following items to your Tech Support request: 

a. Description of the issue.
b. Screenshot, as needed.
c. GSI
 

Did a post answer your question? Please mark the post as Best Answer ! Additional resources are linked at the top of this forum page, and in the Community Knowledge Base, located near the top of the main forum page.
M

hi again

 

i just did what you said and here’s the URL:

 

https://www.getsysteminfo.com/report/a2d6fad3fcf47e7b04cebc236e797f4e

 

i hope there is no special info about my pc because I'm not sending this for you only many people can see that

 

M

i really need an answer if you answer my question I little faster it will be great

andrew75
Rank
Userlevel 7
Badge +8

 @Mrwhite, uninstall Bitdefender Total Security.

List of applications incompatible with Kaspersky Internet Security

Did it answer your question? Please mark it as "Best Answer"! || Этот совет решил ваш вопрос? Пометьте его как "Best Answer"!
M

wow i didnt know you can get that information from my gsi too XD

M

hi

 

so i uninstalled bitedefender

 

but this time the kaspersky installation dosent even  open up

 

do i need to give my gsi again?

Schulte
Rank
Userlevel 7
Badge +7

Hello @Mrwhite,

a new GSI log would be helpful.
Maybe there are some remnants left that are still interfering.

Did it answer your question? Please mark it as "Best Answer"!
jbaxter
Userlevel 1

Find here KL’s suggestions to start off with:

https://support.kaspersky.com/common/beforeinstall/12826

Personally I would use Revo Uninstaller( free) as it first creates a system restore point just in case, then it invokes Bit-defender's uninstaller. after that it gives you clean-up options to remove leftovers (if you’re comfortable with that - choose the moderate or safe removal settings.)

Reboot and try your KIS installation again.

Again, doing another GSI log may pick up other incompatibilities if you’re still having problems.

Bill the Cat (aka JohnB): Lots of W7; openSUSE 15.2; feeling out W10 (barf)
andrew75
Rank
Userlevel 7
Badge +8

@Mrwhite, i would not recommend using Revo Uninstaller to remove any antivirus software. Antivirus vendors usually have their own utilities to remove their products.

Uninstall Tools for Bitdefender Total Security 2020

Did it answer your question? Please mark it as "Best Answer"! || Этот совет решил ваш вопрос? Пометьте его как "Best Answer"!
Berny
Rank
Userlevel 7
Badge +8

@Mrwhite In addition to andrew75 , Revo Uninstaller will not find an uninstalled application.

Forum Moderator France & BeNeLux - Did it answer your question? Please mark it as "Best Answer” | Est-ce la réponse à votre question? Marquez-le comme résolu | Is dit het antwoord op uw vraag? Markeer het als opgelost | Errare humanum est.
M

hi

 

i used bitedeneder once again, just in case

 

and there is my new gsi: https://www.getsysteminfo.com/report/29a580c8018dbe3ba0e50c46e4380d22

andrew75
Rank
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Badge +8

@Mrwhite, please attach the file from the GSI report “IncompatibleSoftware.rtf” and the contents of the folder “install logs”.

Did it answer your question? Please mark it as "Best Answer"! || Этот совет решил ваш вопрос? Пометьте его как "Best Answer"!
M

there it is 

 

https://www.getsysteminfo.com/report/ed8856f3211b9e20b5a840061d7d8edd

 

i put the IncompatibleSoftware.rtf file and the install log file into the getsysteminfo zip

andrew75
Rank
Userlevel 7
Badge +8

@Mrwhite, I asked to attach them separately. We will not see them in this report.

Did it answer your question? Please mark it as "Best Answer"! || Этот совет решил ваш вопрос? Пометьте его как "Best Answer"!
M

the content of install log folder:https://www.getsysteminfo.com/report/c7e4180bffad6f4bb63d6c1b40a668c3

 

the IncompatibleSoftware.rtf: https://www.getsysteminfo.com/report/1006b7bc43f881017a21a55e2a9c4675

 

i hope i did it correctly

jbaxter
Userlevel 1

@andrew75 :

After doing a system restore point, Revo invokes the target product’s own uninstaller; It’s the followup cleaning process that one has to be careful and confident about.

In any case, this suggestion doesn’t apply as bitdefender was already “uninstalled”, and the free version of Revo can’t help further.

Salut - btc

 

 

 

 

 

 

 

 

 

 

 

 

 

Bill the Cat (aka JohnB): Lots of W7; openSUSE 15.2; feeling out W10 (barf)
Schulte
Rank
Userlevel 7
Badge +7

In addition:

Hi @Mrwhite ,

it is possible that your computer is compromised.
Please have a look at the hosts file. There are some suspicious entries.
Please delete the file or restore it to its original state.
Then try the installation again.

​

Did it answer your question? Please mark it as "Best Answer"!
M

i did restore the hosts file to default

 

when i entred the hosts folder it was set to fitgirl website

 

and there is a file called hosts.rollback that is set to fitgirl website too

 

 

i did it all and i still cant open the installer

 

this is just, annoying

M

i searched the google a bit

 

and I saw a virus called Trojan.FakeAV.LVT 

this trojan stops the virus installation or it will uninstall it

 

I tested so many anti virus to clear my pc out

and I found a website and showed me a list that says : the anti viruses that can be stoped by Trojan.FakeAV.LVT   and I actually tested most of this anti viruses and yes I cant install them

 

here’s the list

Agava Firewall Avast Microsoft Security Essentials
Kaspersky Internet Security 7 Kaspersky Internet Security 2009 Kaspersky Internet Security 2010
Kaspersky Internet Security 2011 Kaspersky Anti-virus 7 Kaspersky Anti-virus 2009
Kaspersky Anti-virus 2010 Kaspersky Anti-virus 2011 AVG Anti-Virus
Anvira AntiVir Comodo McAfee
Microsoft Defender ESET NOD32 Antivirus ESET Smart Security
Dr. Web Norton Antivirus Outpost Firewall
Panda Antivirus  

 
Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @Mrwhite,

Thank you for the additional information:ok_hand_tone3:

At any stage, since you first posted, has a case been raised with Kaspersky Technical Support (as @richbuff suggested)? If “no”, & if you have licensed Kaspersky software, please raise a request to Kaspersky Technical Support, follow the Installation issues, Any other installation error template → see image at the end of our reply

  • Include a full GSI & Windows Logs zip folder. 
  • Include Installation logs.
  • Include a detailed history, including all trouble shooting steps.
  • After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Please let us know the outcome, when the information is available? 

Thank you:pray_tone3:

Flood:whale:

 

 

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!

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