Kaspersky
Question

Protection is disabled hi cpu usage

  • 30 August 2020
  • 48 replies
  • 4503 views

Userlevel 1
  • Bronze Theorist
  • 18 replies

I installed Kaspersky Internet Security 21.1.15.500 before purchasing

I noticed that he has a serious problem with using the CPU

The Protection is disabled cpu usage 21%

21% without any use of KIS is excessive

 


48 replies

Userlevel 7
Badge +9

Hello @UKER,

Welcome!

Thank you:pray_tone3:

Flood:whale:

Userlevel 1

Hello  FLOOD

The file created by the GetSystemInfo6.2.1.13.exe
Is this .But CPU usage has not changed remains at 20-22%

Userlevel 7
Badge +9

Hello @UKER,

Thank you:ok_hand_tone3:

  • When the GSI was run was Windows Logs ticked as well? 
  • Have any other Kaspersky tools been used? 
  • What steps have been taken to actually resolve the issues: 
  1. Disabled Protection?
  2. cpu usage 21% ?

Thank you:pray_tone3:

Flood:whale:

Userlevel 1

yes Disabled Protection and cpu usage 20-22%

See the snapshot avp.exe *32 CPU 22% Kaspersky Anti-Virus

and see the video

There is a solution to the problem
Or i  look for another antivirus ?

Userlevel 7
Badge +9

Hello @UKER,

You’re welcome!

The GSI appears not to be complete.

The video file cannot be extracted.

& without answers to our questions it’s difficult to provide advice. 

Thank you:pray_tone3:

Flood:whale:

Userlevel 1

i upload video to youtube here

https://youtu.be/Cyq4a2dRw3Y

 

The GSI appears not to be complete ?

 

Userlevel 7
Badge +9

Hello @UKER,

  • Have you uninstalled - save License information only and clean installed KIS according to documentation? 

Thank you:pray_tone3:

Flood:whale:

Userlevel 1

Second GSI6_SAKIS-PC_sakis_08_31_2020_15_17_52

 

https://www.getsysteminfo.com/report/a51dd7f6e9a9654f7edaf29495543fc4

 

From what I understand you can not give a solution to my problem?

Userlevel 1

As you can see, the support team did not provide any solution to the problem

I wasted a lot of time with a faulty antivirus

I'm sorry but I will look for another antivirus without any problems

Userlevel 7
Badge +3

Hello,

  1. Have you got a commercial Activation Code?
  2. If yes, please create a request to Tech Support

Thanks.

Userlevel 1

Hello,

  1. Have you got a commercial Activation Code?
  2. If yes, please create a request to Tech Support

Thanks.

Hello Anton Mefodys

What is the purpose of the trial version?

Why the Kaspersky does not mention that it only supports the commercial version with activation code and not the trial versions

If I had fallen into the trap of buying a license I would cry the money I gave for a problematic Antivirus

Very bad policy of Kaspersky company

Userlevel 7
Badge +4

Hello, @UKER 

If you want to know which reason lead to this behavior, You should do the following step to

investigate it.

  1. Disable KL product self-defense and check the bahavior has gone or not.
  2. Using process explorer to investigate the threads of avp.exe. which threads are work and use the cpu. Please let us know.

I advice you try to disable network and check this behavior again. And Let us know the result.

Regards.

Userlevel 7
Badge +4

Hello,

  1. Have you got a commercial Activation Code?
  2. If yes, please create a request to Tech Support

Thanks.

Hello Anton Mefodys

What is the purpose of the trial version?

Why the Kaspersky does not mention that it only supports the commercial version with activation code and not the trial versions

If I had fallen into the trap of buying a license I would cry the money I gave for a problematic Antivirus

Very bad policy of Kaspersky company


Hello,

The presence or absence of an activation code has no effect on the feedback problem. You can communicate with Kaspersky engineers directly through my Kaspersky account. This community is not a technical support community. If you want your questions to be taken seriously, you need to provide feedback on my Kaspersky platform .

Provide survey data on the platform according to the engineer's request and wait for the result.

Regards.

Userlevel 1

thanks  Wesly.Zhang I contacted support but
For the story see this snapshot

 

Kaspersky Internet Security 21.1.15.500(a) Protection is disabled

Self-Defense >disable

Network >disable

Process Explorer avp.exe CPU 18.83 ( The avp.exe is uncontrollable )

 

Userlevel 7
Badge +4

Hello,

Please right-click the avp.exe and select ‘Properties’ in its context meum.

Press ‘Threads’ tab in the properties of avp.exe.

According to sort by CPU usage, and see which threads are now using cpu.

 

Userlevel 1

hello Wesly.Zhang

I did what you asked me this is the snapshot

 

Userlevel 7
Badge +4

Hello,

Yes, I see, but it seems that this information has no practical meaning. You can kill tid 3060 thread, but avp maybe crash. So in order to continue to investigate, I need to know what is this thread doing and what instructions are being executed. Could you send the avp.exe mermory dump to me via PM?

right-click avp.exe and select “Create Dump” -->”Create Full Dump...”, Pack the file in the dump storage location according to the screen prompts. Upload it to cloud store and share the download link.

Regards.
    

Userlevel 7
Badge +3

Hello @UKER,

the instructions will be provided in your request (it will be necessary to collect traces and special xperf log).

Please wait for the reply in your request.

Userlevel 1

I tried to do the avp.have full dump but the Process Explorer vl6 He can't do it saves an avp.dmp file with a size of 0 bytes

I tried this kavlog_kiskavktskscloud20.zip from here

https://support.kaspersky.com/common/diagnostics/8006#block2   ( I read the instructions )

but I get the error message ΚΙS / KAV trace setup utility Can not find the product.

Any help please

Userlevel 1

I found this Process Hacker from here https://processhacker.sourceforge.io/

He managed to do dump the avp.exe but the file it created is huge avp.exe.dmp 312MB

Userlevel 1

Hello Wesly.Zhang

Name:avp.exe.dmp.rarSize:93.7 MB I uploaded it to the mega.nz

I am sending you the link with pm use winrar to decompress the file

Thanks

Userlevel 1

When I shout that Kaspersky technical support is non-existent I am wrong ?

Not available for version 21 dump files tool I am wrong ?

See all here (only from 20)

https://support.kaspersky.com/common/diagnostics/8006#block1

(Kaspersky Internet Security 20, Kaspersky Anti-Virus 20, Kaspersky Total Security 20, Kaspersky Security Cloud 20: kavlog_kiskavktskscloud20.zip)

t

he man who released version 21 shouldn't have predicted this ???

 

Kaspersky's technical support the worst I've come across

I am wrong ?

ps

I want to thank Wesly.Zhang for his help

Userlevel 1

see the email I received from Kaspersky technical support

https://kas.pr/car> bomgar-scc-w0i7c30wd6y8idjhij58wgh8gyy7dz5wyhggzx6c40jc90.exe >License Agreement

 

I will not comment on anything the images speak for themselves

I hope after that you all to understand

@ UKER

I have been following the topic from the beginning because I face the same problem after all this I do not know what to answer

 

bobi

Userlevel 7
Badge +9

see the email I received from Kaspersky technical support

https://kas.pr/car> bomgar-scc-w0i7c30wd6y8idjhij58wgh8gyy7dz5wyhggzx6c40jc90.exe >License Agreement

I will not comment on anything the images speak for themselves

I hope after that you all to understand

@UKER

  • Kaspersky’s offer of remote support, which includes accessing a customer’s system is not mandatory; it’s available if a customer requires assistance with any procedures and chooses to avail themselves of the service.
  • The information the Technical Support representative sent you clearly states - collect information & send to  Kaspersky Technical Support. 
  • If your current position is, you refuse to provide data for analysis, how is anyone from Kaspersky’s expert team expected to assist? 

Thank you:pray_tone3:

Flood:whale:

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