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Kaspersky blocked the transaction on Healthspan website as unsafe. [Closed]


Userlevel 1
I have twice tried to make an online order to a firm I have dealt with for many years, but when I came to pay, Kaspersky blocked the transaction as unsafe. What do I do now?
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Best answer by Welsh Dragon 14 June 2019, 21:34

This is the reply I have received.



Dear customer,



Thank you very much for your patience.



I received an update from our virus analysts that the issue will be resolved within the nest days. The fix will come through the Kaspersky database update. Please perform a database update today and tomorrow. If you are unable to access the website in 3 days from now, please reply back to me to further investigate the issue it.



I will wait for your update.
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13 replies

Userlevel 7
Badge +7
Where to buy an activation code for a Kaspersky Lab product
Userlevel 1
My kaspersky product is already licensed and has 118 days remaining, so I don't think that it why I couldn't proceed with my purchase on Healthspan website.
Userlevel 7
Badge +4
There are two courses of action. One is to post your GetSystemInfo report here, and post tell us your Kaspersky product and version, and tell us more about how to reproduce the issue. Are you using Safe Money? That way, forum users can help, and the other course of action 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. 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
Userlevel 7
Badge +10
"twice tried to make an online order to a firm I have dealt with for many years, Kaspersky blocked the transaction as unsafe.
Hello Welsh Dragon,

  1. Is it just purchases from Healthspan? No other financial purchases?
  2. Is it using SafeMoney/protected browser or any browser?
  3. Can you tell us the exact error please?
  4. In KIS Reports , are there any "Healthspan" errors logged?
  5. Can you share a screenprint of the "block", error please? (if there's private info displayed, please "censor" that, before posting).
  6. Kis version?
  7. Operating system, version, build?
Please let us know?

Thanks!
Userlevel 1
Thank you.
1 It is only purchases from Healthspan
2 I am not using any protected browser. My browser is Chrome
3 when I had entered my credit card details I got the following error message
4 From KIS reports5


5 KIS 2019
6 Windows 10 1809
Userlevel 7
Badge +10
Hello Welsh Dragon,

Thank you for posting back and the information.

General information about Kaspersky Heuristic Analysis

https://help.kaspersky.com/KIS/2019/en-US/90.htm#o523

A technology for detecting threats about which information has not yet been added to Kaspersky Lab databases. The heuristic analyser detects objects whose behaviour in the operating system may pose a security threat. Objects detected by the heuristic analyser are considered to be probably infected. For example, an object may be considered probably infected if it contains sequences of commands that are typical of malicious objects (open file, write to file).

Sometimes detections may be false positives, at other times the detection is positive bc something that was previously safe has been reclassified, there are a multitude of reasons why the classification status of objects, sites, files, etc., change.

The very best & safest course of action is to submit the detection to Kaspersky's virus/malware experts, ask them to explain why this detection has occurred on a site & payment portal you've always know to be safe?

If it's a false positive, the majority of the time the experts fix & advise, if it's a proven detection the experts will also provide you with the reasons "why".
Also, on average, the turnaround time, by the experts is fairly rapid.

Using https://virusdesk.kaspersky.com/ the link shows as safe.

Using another checking tool: 70 comparisons sites show the URL as clean.

& with the (2nd) tool: the status of the URL, according to Kaspersky is "Unrated".

------------------------------------
Back to any online payments (imo), for anyone's financial safety, protected browsers and modules like SafeMoney are recommended. If doing financial net transactions and those tools aren't utilised, unless there's a personal choice involved, it's far safer to use as much protection as possible.

If there's further info required please post back and please do keep us informed of the outcome?

Many thanks!
Userlevel 1
Thank you very much. How do I submit the detection to Kaspersky please?
Userlevel 7
Badge +10
Hello Welsh Dragon,
The best way is:
  1. log into your MyKaspersky online account, https://my.kaspersky.com/
  2. create an "Incident (problem record)
  3. provide the link/url as shown in your screen print
  4. provide the detailed information & screen print
  5. ask them to escalate the issue to the malware experts
  6. ask them, "why this detection has occurred on a site & payment portal you've always know to be safe?"
Please let us know their response?
Mnay thanks!
Userlevel 1
Thank you. I have reported the incident. I will let you know the outcome in case it affects anyone else.
Userlevel 1
This is the reply I have received.

Dear customer,

Thank you very much for your patience.

I received an update from our virus analysts that the issue will be resolved within the nest days. The fix will come through the Kaspersky database update. Please perform a database update today and tomorrow. If you are unable to access the website in 3 days from now, please reply back to me to further investigate the issue it.

I will wait for your update.
Userlevel 7
Badge +10
Hello Welsh Dragon,
Thanks for letting us know.
Please keep us posted?
Best regards!
Userlevel 1
Thank you very much for your help. The issue is now resolved and I have made a successful purchase from Healthspan.
Userlevel 7
Badge +10
Hello Welsh Dragon,
That's great news, thank you for letting us know!'
🙏