Kaspersky
Question

installation of KIS, the setup file does not open.


I purchased kaspersky internet security and on installing on my windows 10 pc, the setup file does not opens.
I tried downloading the KIS from from many different websites, the result is same, "The setup file simply does not opens" the system dose not even throws any exception.

I tried downloading KIS from many different sources but the result is same.

I have collected GSI log but i couldn't upload here.
the link to GSI log is https://drive.google.com/open?id=1mMThCq78IBMnFZXXD55SktYeln8Mz_hS
please provide resolution
Thank you.

19 replies

Userlevel 4
Badge +1
Hi @sudip_basnet, welcome to the new Kaspersky Community.

Please upload your files here: https://www.getsysteminfo.com
After that, reply with the generated link.
Userlevel 7
Badge +4
Also, in addition to what The Shield indicates in the post located above this post,

Install log shows: "11220:2dfc 11:46:29.687 *** Exception in sequence: Failed to create directory(-ies) C:\ProgramData\Kaspersky Lab Setup Files\KIS19.0.0.1088.0.1679.0 (last err: 5)"


Log in to Windows as Administrator, then right click the installation file and Run As Administrator. Any better?

If still no go, please contact Tech Support: https://my.kaspersky.com/support/


Please attach the following items to your Tech Support request:

1. Description of the issue.
2. Screenshot of error
3. GSI
4. Installation logs
Tech Support will need the following logs:

- kl-install-yyyy-mm-dd-hh-mm-ss.log.enc1
- kl-setup-yyyy-mm-dd-hh-mm-ss.log.enc1
- kl-preinstall-yyyy-mm-dd-hh-mm-ss.log.enc1
- setupapi.app.log
- setupapi.dev.log

The last two files can be found in \Windows\inf folder.

How to collect logs: http://support.kaspersky.com/general/dumps/2042
Userlevel 7
Badge +4
Hello,

Does the setup file has digital certificate? Please right click the setup file to choose "properties". Please check “digital certificate” tab is exist or not and check digital certificate is not valid or not.

Regards.
Hello,

Does the setup file has digital certificate? Please right click the setup file to choose "properties". Please check “digital certificate” tab is exist or not and check digital certificate is not valid or not.

Regards.

Dear Wesly.Zhang,
yes sir I checked every installation package of KIS which I downloaded from various sources everyone of them has a valid "digital signature".
Thank you
Hi @sudip_basnet, welcome to the new Kaspersky Community.

Please upload your files here: https://www.getsysteminfo.comAfter that, reply with the generated link.

Dear sir,
the generated GSI log got stuck while uploading in getsysteminfo.com . Its already been a hour since the upload got stuck.

Hi @sudip_basnet, welcome to the new Kaspersky Community.

Please upload your files here: https://www.getsysteminfo.comAfter that, reply with the generated link.

Dear sir,
The link for GSI log file is https://www.getsysteminfo.com/report/1cd2b140e73adc732c17d63fe20799c8
It includes the log generated from getsysteminfo.com and additional
- kl-install-yyyy-mm-dd-hh-mm-ss.log.enc1
- kl-setup-yyyy-mm-dd-hh-mm-ss.log.enc1
- kl-preinstall-yyyy-mm-dd-hh-mm-ss.log.enc1
- setupapi.app.log
- setupapi.dev.log

files inside zipped log folder.
Please provide resolution to this issue since we are facing installation problem in more than 50 end devices.
thank you,
Regards,
Sudip basnet
Also, in addition to what The Shield indicates in the post located above this post,

Install log shows: "11220:2dfc 11:46:29.687 *** Exception in sequence: Failed to create directory(-ies) C:\ProgramData\Kaspersky Lab Setup Files\KIS19.0.0.1088.0.1679.0 (last err: 5)"


Log in to Windows as Administrator, then right click the installation file and Run As Administrator. Any better?

If still no go, please contact Tech Support: https://my.kaspersky.com/support/


Please attach the following items to your Tech Support request:

1. Description of the issue.
2. Screenshot of error
3. GSI
4. Installation logs
Tech Support will need the following logs:

- kl-install-yyyy-mm-dd-hh-mm-ss.log.enc1
- kl-setup-yyyy-mm-dd-hh-mm-ss.log.enc1
- kl-preinstall-yyyy-mm-dd-hh-mm-ss.log.enc1
- setupapi.app.log
- setupapi.dev.log

The last two files can be found in \Windows\inf folder.

How to collect logs: http://support.kaspersky.com/general/dumps/2042



Dear sir,
The link for GSI log file is https://www.getsysteminfo.com/report/1cd2b140e73adc732c17d63fe20799c8
It includes the log generated from getsysteminfo.com and additional
- kl-install-yyyy-mm-dd-hh-mm-ss.log.enc1
- kl-setup-yyyy-mm-dd-hh-mm-ss.log.enc1
- kl-preinstall-yyyy-mm-dd-hh-mm-ss.log.enc1
- setupapi.app.log
- setupapi.dev.log

files inside zipped log folder.
Please provide resolution to this issue since we are facing installation problem in more than 50 end devices.
thank you,
Regards,
Sudip basnet

Hi @sudip_basnet, welcome to the new Kaspersky Community.

Please upload your files here: https://www.getsysteminfo.comAfter that, reply with the generated link.
Dear sir,
the generated GSI log got stuck while uploading in getsysteminfo.com . Its already been a hour since the upload got stuck.


update the gsi log is successfully uploaded,
here is the link https://www.getsysteminfo.com/report/1cd2b140e73adc732c17d63fe20799c8
Userlevel 7
Badge +4

Hello,

Does the setup file has digital certificate? Please right click the setup file to choose "properties". Please check “digital certificate” tab is exist or not and check digital certificate is not valid or not.

Regards.
Dear Wesly.Zhang,
yes sir I checked every installation package of KIS which I downloaded from various sources everyone of them has a valid "digital signature".
Thank you

Hello,

Please rename the installer file name to "a.exe" and run it. Any better?

Regards.
Userlevel 7
Badge +9
Hi, @sudip_basnet
Update Windows 10 to the latest version (1809): https://support.microsoft.com/en-us/help/4028685/windows-10-get-the-update
Then repeat the installation Kaspersky Internet Security https://support.kaspersky.com/14109#block1

Hi, @richbuff
The installation logs are now included in GetSystemInfo6 and you don’t need to collect them manually; you just need to run the GetSystemInfo6 utility and send the resulting archive to support.
Userlevel 7
Badge +9
@sudip_basnet If the problem persists, try running the installation in silent mode via the command line: https://support.kaspersky.com/14109#block2
@sudip_basnet If the problem persists, try running the installation in silent mode via the command line: https://support.kaspersky.com/14109#block2
Dear @Friend ,
Thank you spending the time spending the time reviewing the log, I will definitely try the silent installation of KIS and soon update the result.
Userlevel 4
Badge +1
update the gsi log is successfully uploaded,
here is the link https://www.getsysteminfo.com/report/1cd2b140e73adc732c17d63fe20799c8

Hello @sudip_basnet, from your GSI log there don't seem to be any particular problems.
Please try to clean your Temp Directory, instructions here: https://support.kaspersky.com/1161
Then, reboot your PC > try again the installation (download your Kaspersky version here: https://products.s.kaspersky-labs.com/).

Let me know.
Userlevel 7
Badge +4
Also, in addition to what The Shield indicates in the post located above this post,

Hello sudip_basnet,

This is an active forum, with many very helpful helpers. Therefore, it may possibly be easy to miss a helpful post, when many helpers want to post helpful posts in rapid succession.
Therefore, please re-review all of the replies from the top of this topic thread. It looks like you may have missed a helpful post that Wesly.Zhang posted for you.

Please reply: Did you log in to Windows as Administrator, then right click the installation file and Run As Administrator. Any better? Did you contact Tech Support and send tech support your logs?

Please reply: Did you rename the installer file name to "a.exe" and run it, as Wesly.Zhang posted? Any better?

Hello Friend, Yes, GSI6 logs were linked in the first post, and I saw "11220:2dfc 11:46:29.687 *** Exception in sequence: Failed to create directory(-ies) C:\ProgramData\Kaspersky Lab Setup Files\KIS19.0.0.1088.0.1679.0 (last err: 5)"

That is why I asked sudip_basnet to log in and run as Admin, and to also contact Tech Support and send tech support the indicated logs.


------------------------------------------
Hello Everyone! Please preface with

Also,

when posting directly after another helpers post. It looks a lot less friendlier, when posting after the other helpers post, as if the other helpers post does not exist. This one word acknowledges that the other helpers post does exist. That makes the forum look like a friendly forum.

In addition, it assists the helpee in not missing the other helpers post. That happens with much greater frequency then we would think that it happens.

For the above two reasons, please acknowledge the previous post when you post directly after another helpers post.
Userlevel 1
Badge +1
Also, in addition to the post located directly above,

Currently Kaspersky d patch only supports windows 10 systems with 1809 and below, and does not support Windows 2019. 10. If you want to install Kaspersky in the new version of the operating system, please upgrade the e patch, if your The product has not been updated to the e patch. Please check the upgrade target for the number below 26,214. If not, you can quickly get the e patch support by turning off self-protection and modifying the target value to 26214 or less.
Also, in addition to the post located directly above,

Currently Kaspersky d patch only supports windows 10 systems with 1809 and below, and does not support Windows 2019. 10. If you want to install Kaspersky in the new version of the operating system, please upgrade the e patch, if your The product has not been updated to the e patch. Please check the upgrade target for the number below 26,214. If not, you can quickly get the e patch support by turning off self-protection and modifying the target value to 26214 or less.

dear sir,
how can I check which patch is installed and how to upgrade to the appropriate e patch.
thank you
Userlevel 7
Badge +8
Right mouse button over the Kaspersky icon in Windows TaskBar -> About...
Userlevel 7
Badge +4

Hello @sudip_basnet 

Was this issue been solved? Let me know the result. Thanks!

Best regards.

Hello,

This issue happens because the USER with which you are executing the setup does not have the privileges to access C:\ProgramData\ directory in which the Kaspersky folders are created.

To solve this issue, give your user (the user logged in on the windows) the ownership of the C:\ProgramData\Kaspersky… folders. Then try to execute the setup again.

I had the similar problem with Kaspersky 20. THis solution will work because of the error log says there is an exception in creation of files according to your GIS log.

Let me know if it did for you

Reply