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KIS 20 freezes MacBook Pro (Catalina) after waking up. [merged] [Confirmed]

  • 21 December 2019
  • 88 replies
  • 17789 views

Userlevel 2

Problem:

MacBook Pro freezes after waking up from sleep with KIS 20 installed.

 

Affects:

MacBook Pro 13 Late 2013 running Catalina

MacBook Pro 16 running Catalina

 

How to reproduce:

Install KIS 20.0.0.829a.b (or any other version).

Close the lid to put the MacBook Pro into sleep.

Leave it for several hours. (Wake a MacBook Pro shortly after it goes to sleep does not reproduce the problem.)

Open the lead, log into macOS, then the OS is very likely to freeze.

icon

Best answer by Anonymous 18 August 2020, 08:38

The issue is fixed in patch C.

View original

88 replies

Userlevel 7
Badge +9

Hi, the issue still persists. The mac freezes during wake times. I am on OSX 10.13.6 with KIS version 20.0.0.829b.c.d. Thanks!

Hello @g-shock

Welcome!

Please create a request with Kaspersky Technical Support

Thank you:pray_tone3:

Flood:whale:+:whale2:

Hi,

the issue still persists. The mac freezes during wake times.

I am on OSX 10.13.6 with KIS version 20.0.0.829b.c.d

 

Thanks!

@Adlet please create a request to Tech Support

Thank you!

Hi Guys,

I have the latest version of Kaspersy and still have this issue, anyone else?

Yes, I see it under "About Kaspersky Internet Security" → showing 20.0.0.829b.c:)

 

Userlevel 7
Badge +9

Hello @Cervik, Mario,

Welcome!

According to Kaspersky experts, the patch information is shown in the KIS application Help option:thinking:

  • May we have an image of (your) KIS help/information screen showing the version (but no patch) information please?

Please post back?

Thank you:pray_tone3:

Flood:whale:

How I can see which patch I have installed? I just see the version number but not the patch identification in my KIS screen.

Thanks.

Mario

The issue is fixed in patch C.

I also got the update to 20.0.0.829a.b.c and tested a few times. My MAC no longer hangs after waking up from long periods of sleeping. I wake up in the morning, open the screen and it’s working straight away. Thanks very much for the fix!!

Userlevel 1

After reinstating the defaults on my  Mac for sleep settings  with version 20.0.0.829b.c has not currently locked up or given me any problems. The best test was allowing it to be in sleep mode every night throughout the day until I got home from work. It passed that also. All other problems seem to be fixed which is cool. I juts it would have been sooner or at least better communication since it seemed to be a PR disaster that relay didn't need to be. 

Userlevel 1

@FLOOD after several days of using my Mac with version 20.0.0.829b.c, I feel comfortable saying the issue seems to be resolved for me. I haven’t experienced any of the pesky hangups and connection blocks I was having for the past 6+ months.

 

Hopefully, everyone who’s also experienced this issue received the update, and that it’s permanently solved in the ‘21 update. Thanks!

Userlevel 1

Got it! Thanks for following up.

I just woke up my Mac to write this reply and so far, so good! My Mac fired right up without hanging.  This is just one attempt, so fingers crossed that it’ll continue and the bad behavior is a thing of the past.

Userlevel 7
Badge +9

Hello @ZeeKin,

You’re most welcome:relaxed: !

Thank you for the image & the query:pray_tone3:

  • We absolutely believe you 100% & we did so before the image; the issue is not the information you’ve provided, Kaspersky releases patches & versions in staggered distributions, and, frequently, what is known in Moscow is not communicated to other parts of the business; let alone Kaspersky customers. 
  • (ioo) Patch c has been released, somewhere across the globe, which would account for you having Patch c, the Release notes information will be updated, at some stage, hopefully sooner rather than later:thinking:
  • When the MAC wakes up, let us know if the performance issues are resolved please?

Thank you:pray_tone3:

Flood:whale:

Userlevel 1

Thanks, @FLOOD!

That’s odd that they’re claiminng patch B is the latest version as I didn’t have this b.c version before, but see if after the reboot. Not that I think you don’t believe me, but I am including a screenshot that includes the version, and the text saying 20.0.0.829b.c  is the latest. Can you please follow up with KHP to see what they say?

 

 

Userlevel 7
Badge +9

Hello @ZeeKin,

Welcome back!

Thank you for updating the Community:clap_tone3:

  • Regarding “20.0.0.829b.c - is this the fabled patch we’ve all been waiting for?”, we don’t know; we checked with Kaspersky’s Helpdesk, this is what they said:

quote:

  • Q1  “What is the latest available patch
  • A1  “It’s Patch B, version 20.0.0.829 Patch B” 
  • Q2  “So there's no 20.0.0.829b.c ?”
  • A2  “Patch C, is due to be released by the end of this month or most probably early or mid of next month.”
  • Q3  “Ok, so the end of July is the 31/07/2020, today is the 30/07/2020, so patch C is due by tomorrow or early or mid of August 2020, is that correct?” 
  • A3  “That is correct
  • Q4  “Is there any information available that shows what Patch C is?”
  • A4  “When Patch C is released the information will be available (for customers) at the moment there is no information available to share, it's still a work in progress. It will include bug fixes; the patch information will be available at Kaspersky Internet Security 20 for Mac release notes 

unquote

😣

Thank you:pray_tone3:

Flood:whale:

Userlevel 1

After updating my database today, I was prompted to reboot. Once rebooted and Kaspersky was loaded, I looked up my version and saw 20.0.0.829b.c. Is this the fabled patch we’ve all been waiting for??

If so, I cannot speak to performance yet as my system has not been woken up from sleep. Can anyone else attest to improvements?

Userlevel 7
Badge +9

Hello @Grigor, @ZeeKin@codewitch,

Welcome!

  • As far as “when”, Kaspersky never publishes a specific date, the communications generally amount to information shared in the Community, and of course, statements from Kaspersky experts, e.g. @Danila T.; for example @Tiranon, in his topic Frage zur neuen Version, was told by support “...in the next few days”, which he queried and was told “... it can be within a week. In any case, no longer than a month.
  • Apart from the fact this specific issue is affecting so many users, (ioo) the radio silence has contributed to a PR disaster. 

Thank you:pray_tone3:

Flood:whale:

Userlevel 1

It has been 7 months what is taking so long. Use to love you software but this is ridiculous amount of time for a fix for a problem you know exists. Cannot believe I have 524 more days on this license.

It’s 22nd July and still no official response, this is ridiculous as we can’t effectively use the AV on our Mac laptops.

Can someone from Kaspersky Labs, please provide an ETA on when to expect the update?

Userlevel 1

While macOS is inherently secure, I’m a firm believer that all operating systems require a form of protection from malware. As Kaspersky is causing my computers to be unstable, I have moved to another product. 

 

I can confirm that I am no longer experiencing freezing after the device wakes nor random hangs which I have now attribute to Kaspersky.

 

I won’t post the vendor publically however if you are interested, please feel free to PM me.

 

Good luck to everyone else.

Userlevel 1

Just to add, I have the same problems and I’m very surprised it has taken this long to fix.

Userlevel 1

Like others, I am incredibly disappointed with this issue and the lack of communication with the user base. I continuously come back to this thread, hoping for some form of resolution, but nothing.

 

I feel Kaspersky not having a solution for this issue after 6+ months is a huge letdown. I understand fixes take time, I’m in product development. But the fact that their product is “faulty,” and causes our computers to suffer, is simply unacceptable.

 

I’m also starting to get more notifications regarding Kaspersky’s legacy system extension being incompatible with future versions of macOS. These two issues have me a bit concerned about trusting them with the overall security of my system. I guess we’ll just have to keep on waiting.

Userlevel 7
Badge +9

Hello all, 

  • Unfortunately, patch eta’s are never set in concrete, even when Kaspersky says “ scheduled for release by the end of x date ”, those dates can & do change. 
  • However, it sure would be good to hear from Kaspersky on the issue/bug/fix → 6+ months and very little feedback is unsatisfactory:thinking:

Thank you:pray_tone3:

Flood:whale:

Im assuming this problem has not been resolved, just reinstalled my MAC OS for nothing, should have kept to my gut instincts that Kaspersky was causing the issue when waking up from sleep.

 

When is PATCH C coming ?, we in July now.

Userlevel 1

Patch C still hasn't been released, I will not be renewing when my subscription ends.

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