Kaspersky
Question

KIS 21 MR3 Patch D crashed 20 time in a day


Userlevel 1

As per topic, KIS 21.3.10.391(d) crashing 20 times after updating antivirus databases. Gotten sudden prompt from windows security center stating antivirus is out of date before a popup from kaspersky showing previous application launch failed and KIS attempt to update itself but is stuck in a crash loop till KIS exit and won’t launch, have to restart pc to get it working again.

Have submitted a ticket with support but so far only customer service reps replying not technical support side? PC is on Windows 10 20H2 x64 fully patched.


12 replies

Userlevel 7
Badge +9

Have submitted a ticket with support but so far only customer service reps replying not technical support side?

Hello @Blackpink

Welcome!

  1. Before patch(d), was the KIS installation stable? 
  2. Have Customer service reps/support requested any data, logs etc? 
  • The technical experts may send their communications via the customer service reps. 
  • Importantly, if data has been submitted & you’ve not had a response within 72 hours, email them, ask them what’s happening? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 1

Hi @ Flood and Flood's wife,

 

Thanks for the fast reply. Yup, before patch d, KIS was running smoothly for 7 months without any issues. Customer service reps has requested for GSI report and I have submitted it twice. Also tried uninstall & reinstall KIS 21 MR3 as the reps suggested but it still crashed.

Userlevel 7
Badge +9

Thanks for the fast reply. Yup, before patch d, KIS was running smoothly for 7 months without any issues. Customer service reps has requested for GSI report and I have submitted it twice.

Hello @Blackpink

You’re most welcome:relaxed: !

Ok, so, if they have GSI (two of them!), that data will be with the experts being analysed, all you can do is wait, however, if it get’s to four days since you last heard from them, email them & or have an online chat, sometimes, incidents may get closed if there’s been no response, even if you’re the last to have made contact → it does happen. 

  1. Has the system been checked (recently), for any software conflicts
  2. Has an uninstall, saving License information only & a clean install been done? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 1

Thanks for the fast reply. Yup, before patch d, KIS was running smoothly for 7 months without any issues. Customer service reps has requested for GSI report and I have submitted it twice.

Hello @Blackpink

You’re most welcome:relaxed: !

Ok, so, if they have GSI (two of them!), that data will be with the experts being analysed, all you can do is wait, however, if it get’s to four days since you last heard from them, email them & or have an online chat, sometimes, incidents may get closed if there’s been no response, even if you’re the last to have made contact → it does happen. 

  1. Has the system been checked (recently), for any software conflicts
  2. Has an uninstall, saving License information only & a clean install been done? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

 

1)Nope, also based on GSI report & KIS installation checking for incompatible softwares, nothing was found.

2)Done a totally clean installation with nothing save.

Userlevel 7
Badge +9

1)Nope, also based on GSI report & KIS installation checking for incompatible software, nothing was found.

2)Done a totally clean installation with nothing save.

Hello @Blackpink

Thank you for replying! 

  1. So, even after a clean install, the system is still crashing → is that correct? 
  2. When Support requested the GSI, did they also request the Application launch failed data? 
  3. Have Support acknowledged receiving both GSI? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 1

1)Nope, also based on GSI report & KIS installation checking for incompatible software, nothing was found.

2)Done a totally clean installation with nothing save.

Hello @Blackpink

Thank you for replying! 

  1. So, even after a clean install, the system is still crashing → is that correct? 
  2. When Support requested the GSI, did they also request the Application launch failed data? 
  3. Have Support acknowledged receiving both GSI? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

  1. Yes, KIS still crashing after clean install.
  2. No, but i submitted all the kaspersky .dmp files via clicking the “send” button in Previous application launch failed window.
  3. Nope.
Userlevel 7
Badge +9
  1. Yes, KIS still crashing after clean install.
  2. No, but i submitted all the kaspersky .dmp files via clicking the “send” button in Previous application launch failed window.
  3. Nope.

Hello @Blackpink

Thank you for replying! 

  1. Has an incident request number been provided → INC+12 digits, either automated or from the Support team?
  2. If its been more than 24hrs since you’ve sent the .dmp & GSI data, send Support an email; ask them to confirm they have all the data & the issue is being investigated? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 1
  1. Yes, KIS still crashing after clean install.
  2. No, but i submitted all the kaspersky .dmp files via clicking the “send” button in Previous application launch failed window.
  3. Nope.

Hello @Blackpink

Thank you for replying! 

  1. Has an incident request number been provided → INC+12 digits, either automated or from the Support team?
  2. If its been more than 24hrs since you’ve sent the .dmp & GSI data, send Support an email; ask them to confirm they have all the data & the issue is being investigated? 

Thank you:pray_tone3:

Flood:whale: +:whale2:


1)yes,  ID INC000013014040

2)Last reply from customer service rep 12 hours ago stating: “ We've forwarded your inquiry to our experts, we will get back to you as soon as we hear from them. “ but never specify if they have all the datas.

Userlevel 7
Badge +9


1)yes,  ID INC000013014040

2)Last reply from customer service rep 12 hours ago stating: “ We've forwarded your inquiry to our experts, we will get back to you as soon as we hear from them. “ but never specify if they have all the datas.

Hello @Blackpink

Thank you for replying! 

  1. You may wish to send them an email stating you’ve sent the .dmp logs as well as two GSI. 
  • As they’ve confirmed the issue has been escalated to the experts, there’s nothing more you can do. 
  • You have done all of the right actions, it’s now just a matter of waiting, allowing the expert team to investigate & respond. 
  • Please let us know the outcome when it’s available? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 1


1)yes,  ID INC000013014040

2)Last reply from customer service rep 12 hours ago stating: “ We've forwarded your inquiry to our experts, we will get back to you as soon as we hear from them. “ but never specify if they have all the datas.

Hello @Blackpink

Thank you for replying! 

  1. You may wish to send them an email stating you’ve sent the .dmp logs as well as two GSI. 
  • As they’ve confirmed the issue has been escalated to the experts, there’s nothing more you can do. 
  • You have done all of the right actions, it’s now just a matter of waiting, allowing the expert team to investigate & respond. 
  • Please let us know the outcome when it’s available? 

Thank you:pray_tone3:

Flood:whale: +:whale2:


Thanks for the advice and sure will share the outcome when concluded.

Userlevel 1

Still haven’t receive any reply from technical support. Anyone from Kaspersky HQ able to help/look into this crashing issue?

Userlevel 5
Badge +1

Hello @Blackpink!

Please wait for the reply in your request.

At this step these dumps are under analysis by dev team.

Thank you!

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