Kaspersky
Question

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


Userlevel 1
Badge
Hello,

I using macOS Mojave 10.14.5 and KIS 19.0.0.294a.b.c.d.

It happens very frequently to have the scanning (let it be Quick or Full) hang at the same object com.apple.telemetry. I'm unable to stop the scan too. The only resolution is to restart the machine.

This issue was present on High Sierra too.


Please advise.

Thank you!

47 replies

Userlevel 7
Badge +1

Did you  collect logs and submit a ticket as Igor Kurzin and FLOOD have indicated in the posts located earlier in this topic thread?

I tried to solve this with Kaspersky and whatever solution I tried had limited success and the problem returned. Most full scans and custom scans stalled well before they completed, forcing me to kill the process.  I’ve been following this and other threads and I’ve concluded that Kaspersky has some fundamental incompatabilities with Mac OS Catalina and some prior versions, and I’m going to replace the product when my subscription is over. I have neither the time nor the inclination to help Kaspersky beta test their releases. I do like the company and its product but I don't want to spend any more time on this issue. 

I am totally agree with you, the problem persists and I really wonder if Kaspersky is trying to fix it. Otherwise I really could end my subscription if the problem doesn’t get to and end.

Userlevel 7
Badge +1

Welcome. Please contact Tech Support: [url=https://my.kaspersky.com/support/]https://my.kaspersky.com/support/[/url] and please collect and submit logs: https://support.kaspersky.com/common/macos/10909

I tried to solve this with Kaspersky and whatever solution I tried had limited success and the problem returned. Most full scans and custom scans stalled well before they completed, forcing me to kill the process.  I’ve been following this and other threads and I’ve concluded that Kaspersky has some fundamental incompatabilities with Mac OS Catalina and some prior versions, and I’m going to replace the product when my subscription is over. I have neither the time nor the inclination to help Kaspersky beta test their releases. I do like the company and its product but I don't want to spend any more time on this issue. 

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.
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!)
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 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 ?
Hello, my Kaspersky Internet Security on Mac stops con 1% always when I want to scan a file, please help!!
Userlevel 1
Badge
Hello,

The Lab attached the BR to the open ticket INC000010769082.


Thank you!
Userlevel 7
Badge +6
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
Badge
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 1
Badge
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 7
Badge +6
Excellent @h3x00r, good work & thank you🙏🏽
Userlevel 1
Badge
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
Badge +6
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
Badge
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
Badge +6
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 7
Badge +6
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.
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,
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.
Userlevel 7
Badge +1
What did Kaspersky Tech Support indicate to you? 🙂
Has there been any success or help with this issue? There does not seem to be much help from Kaspersky.
Userlevel 1
Kaspersky tech support offered a few information gathering steps for additional trouble shooting but no direct solution. They suggested running Disk Util First Aid first to correct any disk permission issues. However, I think Apple changed Disk Util behavior in recent macOS so there's no obvious permissions check, but I ran Disk Util to completion anyway. No issues found.

The other items they provided were not solutions but a variety information gathering tasks, some were not possible because KIS would freeze. I'll include tech support suggestions below.

I thought the simplest thing to do was to completely uninstall KIS based on the steps you provided. Thank you. I also removed Malwarebytes and checked for any background tasks that might interfere including turning OFF any automated backups using Carbon Copy Cloner and turning OFF Time Machine. Pretty basic stuff.

After reinstalling KIS, scans would sometimes run to completion but as before, they would often lockup both on manual and scheduled scans. Frankly, I got tired of dealing with it when other security suites install and just run with no issues - Norton & Malwarebytes, for example.

I had high hopes for KIS as they are very highly rated, but perhaps this is on Windows and maybe older macOS, I'm not sure.

I pre-paid for two years of KIS but I've already spent much more on it based on my time. I have a day job and KIS "beta testing" was eating into my productivity so it was no longer worth the hassle. It was time to cut bait and try something else.

I do sincerely appreciate the support that I have received here. Perhaps I'm giving up too soon but I'm done trying to make KIS work when others just work no-brainer straight out of the box.

= = = = = = = = = = = = = = = = = = = = = = = = =
SYSTEM:
Model Name: Mac mini
Model Identifier: Macmini8,1
Processor Name: Intel Core i7
Processor Speed: 3.2 GHz
Number of Processors: 1
Total Number of Cores: 6
L2 Cache (per Core): 256 KB
L3 Cache: 12 MB
Hyper-Threading Technology: Enabled
Memory: 16 GB
macOS Mojave 10.14.6

MacMiniSSD:
Available: 808.41 GB (808,405,102,592 bytes)
Capacity: 1 TB (1,000,240,963,584 bytes)
Mount Point: /
File System: APFS
Writable: Yes
Ignore Ownership: No
BSD Name: disk1s1
Volume UUID: C9C38D1E-2A19-49D6-AC9F-DCB6A9C978A1
Physical Drive:
Device Name: APPLE SSD AP1024M
Media Name: AppleAPFSMedia
Medium Type: SSD
Protocol: PCI-Express
Internal: Yes
S.M.A.R.T. Status: Verified
= = = = = = = = = = = = = = = = = = = = = = = = =

Copy n' Pasted from Tech Support email (without the screen capture examples they included):

I would like to ask you to try the following:
1. Open Disk Utility (Applications > Utilities > Disk Utility)
2. If necessary, click the First Aid tab.
3. Select your hard drive listed on the left.
4. Click "Repair Disk Permissions" to verify and repair permissions.

Then, please try to run Scan manually instead of scheduled and see if issue persists.
If issue still persists, please submit the following:

Data #1:
1. Enable Tracing. To do so, click on the "K" icon at the top right-hand side of your task-bar -> "Preferences" –> "Information" –> tick “Enable tracing”.
2. Reproduce the issue with the application.
3. Disable Tracing (go to "Preferences" –> "Information" –> untick “Enable tracing”)
4. Please download the logs gathering tool from this link: http://media.kaspersky.com/utilities/consumerutilities/KLLogsGather.zip

In case of an authorization request where you are asked for a username and password, simply copy the URL as a text and paste into the address bar of browser.

Afterward, unpack and run the file, it will result in the following notification: “Logs gathering process has been completed. SendToKL.zip archive has been created on your desktop.”

5. Attach the resulting archive SendToKL.zip to your reply.

More information about our KLlogs gathering tool is available here: http://support.kaspersky.com/us/general/dumps/10909

Data #2:
Please save and send us Kaspersky Scan report by following these simple steps:
1. Open up Kaspersky. You should see the Main Window of the application.
2. Click on the Scan Button.
3. Locate the most recent scan, click on the arrow in the black circle next to it.
4. Select the Scan report so it will be highlighted and export it by clicking on the icon in the right hand upper corner.
5. Save the report.
6. Send the report back to us as an attachment.
Don’t hesitate to contact for any assistance.
Userlevel 7
Badge +6
I was getting tired of being a Kaspersky beta tester along with my day job.
Hello Abe,
Thanks for posting back!
May I ask please, did Kaspersky Technical Support not offer any solution(s)?
Please let us know?
Thanks.

Reply / Ответить