Kaspersky
Question

Scan hangs at com.apple.telemetry. Mac OS.



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Userlevel 7
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What did Kaspersky Tech Support indicate to you? 🙂
I made sure that there was no conflicting applications installed. It is concerning that you are asked to repair disk permissions in 10.14 as I believe this option was removed years ago.

I am forced to restart in order to stop the frozen scan.
Kaspersky hanged at com.apple.telemetry - MacOS Mojave Ver: 10.14.6:

Model Name: MacBook Pro
Model Identifier: MacBookPro10,1
Processor Name: Intel Core i7
Processor Speed: 2.6 GHz
Number of Processors: 1
Total Number of Cores: 4
L2 Cache (per Core): 256 KB
L3 Cache: 6 MB
Hyper-Threading Technology: Enabled
Memory: 16 GB
Boot ROM Version: 257.0.0.0.0
SMC Version (system): 2.3f36,
Userlevel 7
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I made sure that there was no conflicting applications installed. It is concerning that you are asked to repair disk permissions in 10.14 as I believe this option was removed years ago. I am forced to restart in order to stop the frozen scan.
Hello @MacGarage,
Welcome!
Have Kaspersky Technical Support been helping you also?
Please let us know?
Thank you.
Userlevel 7
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Kaspersky hanged at com.apple.telemetry - MacOS Mojave Ver: 10.14.6: MN: MacBook Pro, (Pro10.1)
Hello @Fomand,
Welcome!
Please follow these steps:
  1. Enable KIS TRACES, replicate issue, save traces, turn traces OFF - provide to TS.
  2. Collect MacOS Logs - provide to TS.
  3. Contact: Kaspersky Technical Support select LOCATION, select GENERAL PRODUCT USE, choose from:
  • Phone (not available all locations)
  • OnlineChat (not available all locations)
  • Log a request, via MyKaspersky web portal


Thank you.
Userlevel 1
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I have switched to Kaspersky Security Cloud 20 and the problem with com.apple.telemetry scan hang is there too. Currently I'm running MacOS 10.14.6.
It seems to be an "engine" issue as it happens not only with Internet Security and I am pretty sure the analysis "engine" is the same on all code names.
Also, on Security Cloud, the automated scan of inserted drives hangs too always and you just can't safely remove the attached drive. In order to make it stop, you have to reboot machine.
Userlevel 7
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I switched to Kaspersky Security Cloud 20 and the problem with com.apple.telemetry scan hang is there too. Currently I'm running MacOS 10.14.6.

Hello @h3x00r,
Welcome again!
Have you followed (my) advice & that provided by @Igor Kurzin, & @richbuff ?
Please let us know?
Thank you🙏🏽
Userlevel 1
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Hey @FLOOD,
I’ve already contacted the technical support. As soon as I have additional details, I’ll post them here.
Thank you!
Userlevel 7
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Excellent @h3x00r, good work & thank you🙏🏽
Userlevel 1
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Hello,

I have submitted trace files and other details to the technical support.

One thing that I have remarked while reproducing the issue is that it manifests only
after the virus databases are updated with a new release version. Any scan that follows the database update hangs at some point.
It is like some caching technology optimizes the scanning engine to skip certain already analyzed files and when the virus db update comes, the optimization stack tech fails somewhere. I don't know.

Still waiting for a response from the technical support thus I'll come back with additional updates.

Thank you!
Userlevel 1
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Hello,

I have received an update and is as follows: bug issue was created, not having any resolution-related information yet.

I'll post other updates as soon they appear.

Thank you!

@Igor Kurzin @FLOOD @richbuff
Userlevel 7
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I have received an update and is as follows: bug issue was created, not having any resolution-related information yet.
I'll post other updates as soon they appear.
Thank you!
@Igor Kurzin @FLOOD @richbuff

Hello @h3x00r,
Thanks so much for the update! Good work👍🏽!
Did the Lab give a BR#?
Please let us know?
Thanks.
Userlevel 1
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Hello,

The Lab attached the BR to the open ticket INC000010769082.


Thank you!
Hello, my Kaspersky Internet Security on Mac stops con 1% always when I want to scan a file, please help!!
I have the same problem , but for me the solution was to remove the scan history before to do a new full scan.
Maybe that will help to find the solution ?
I have the same problem , but for me the solution was to remove the scan history before to do a new full scan.
Maybe that will help to find the solution ?

It looks like it's working with this solution Railroader66, thanks. If I experience the same error again I will post.
I'm no expert (at all), but I did something that apparently worked (apparently because I'm STILL running Kaspersky - right now 7% scanned). What I did was running the "Disk Utility" WHILE scanning the Mac. Magically after I ran Disk Utility, I went back to check how Kaspersky was doing, and there were more than 1% scanned. Could anyone try that and see if also works? I'm using macOS High Sierra 10.13.6. Can't remember when was the last time that the program ran properly. It would always stop at 1%, so today I decided to find a solution and ended up here.

Good luck to all! (19% progress so far!)
The problem is back , after 1 month without any solution from Kaspersky , I have changed Kaspersky for another antivirus. Sorry but this is not professional from Kaspersky. Do something to the problem.

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