Kaspersky
Question

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


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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

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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!

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. 

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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
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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

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.
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 ?
Userlevel 7
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Welcome. Please contact Tech Support: https://my.kaspersky.com/support/

Please attach the following items to your Tech Support request:

a. Description of the issue.
b. Screenshot, as needed.
Userlevel 7
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Welcome. Please collect logs and submit a ticket as Igor Kurzin and FLOOD have indicated in the posts above your 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!)
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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!
I have a similar problem where if I attempt any scan, even a single photo, it immediately becomes stuck saying "1% calculating". I have attempted to leave it on this stage with full scans and it has not become unstuck, whereas a one file scan will eventually (after 10-15 minutes) become unstuck and scan successfully.
The method I have found to resolve this is restart my computer and immediately attempt the full scan or if I successfully complete a scan subsequent scans progress with no issue.


Here are the specifications of my computer:

Userlevel 1
I fully uninstalled Kaspersky. I fully uninstalled Malwarebytes. I stopped all backup agents for Carbon Copy Cloner. Reinstalled Kaspersky. It still freezes. I uninstalled Kaspersky. I installed Norton and Malwarebytes. Both work flawlessly. Problem solved. I was getting tired of being a Kaspersky beta tester along with my day job. I'm running a new Mac Mini with macOS Mojave 10.14.6. [Norton is free from my ISP. It ain't so bad. It works.].
Userlevel 1
I just purchased and downloaded Kaspersky Internet Security 20.0.0.829 today August 8, 2019 and it is SO SLOW. I'm running macOS Mojave 10.14.6 on a 2018 Mac Mini with SSD, Intel i7 six-core, and 16GB RAM. Kaspersky is so frustrating. Quick-Scan calculates 57 Hours. Full-Scan calculates 36 Days. Both scans hang. It seems to hang on com.apple.telemetry --- as posted by another user 2 months ago! What's going on? Thanks.
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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 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
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Welcome. Please collect logs and submit a ticket as Igor Kurzin and FLOOD have indicated in the posts above your post.
Userlevel 7
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Please collect logs and submit a ticket as Igor Kurzin and FLOOD have indicated in the posts located earlier in this topic thread.
Userlevel 1
I opened a tech support case and sent the screen shots as well as the SendToKL.zip file generated by the KLlogsGather script.

Among other things the script appears to test for incompatible apps: INCOMPATIBLE_APP_TEST="Avast|AVG|AnyConnect|ClamXav|Handsoff|iAntivirus|iav|McAfee|TrendSmart|VirusBarrier|WaterRoof|Cisco|Sophos|Bitdefender|Malwarebytes

I have Malwarebytes Premium trial active on my Mac. I like it. I wonder if its "App Block" feature is interfering with KIS. I disabled "App Block" in Malwarebytes and will let the KIS scheduled Quick-Scan run again tonight. But as mentioned above, I have a tech support case open so we'll see what they say. Thank you.
Userlevel 1
I installed Kasperky Internet Security then ran a Quick-Scan and tried a Full-Scan. Both were taking an extremely long time and would not finish.

I think I was able to make Kasperky Internet Security work properly after Force Quiting (killing) the kav process using Activity Monitor, rebooting my Mac, then relaunching Kasperky.

Quick-Scans now complete in about 5-minutes, and Full-Scans take about 45 minutes. It's working now. Thanks.
Userlevel 7
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Did you  collect logs and submit a ticket as Igor Kurzin and FLOOD have indicated in the posts located earlier in this topic thread?

Userlevel 7
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What did Kaspersky Tech Support indicate to you? 🙂
Userlevel 1
First I want thank everyone for their help. But the problem persists. I have a case open with tech support and will detail their suggestions further down. In the mean time, I'm wondering about the following in KIS:
  • How do I know if a scheduled scan ran? I don't see any status for my overnight scheduled scans in the Scan window pane as I do for my manually run scans. Where should the scheduled scan status appear so I can know if they completed successfully overnight? (Or maybe they didn't complete, so I'm not seeing the status?)
  • From a Google search, it appears that Kaspersky once included an unistaller option as part of the install process. Selecting uninstall would thoroughly remove Kaspersky and it's components across all directories on the computer. I no longer see this feature in the installer. How do I completely remove Kaspersky so I can try reinstalling from scratch? Is there an option to fully uninstall Kaspersky or do I have to find a 3rd party utility or manually traverse every location where Kaspersky left its footprints and remove files manually?
I thoroughly removed Malwarebytes last night. They provide an easily accessible Uninstall option from a pull-down menu.

Tech support suggested running Disk Utility which will check for correct permissions across my entire disk drive. No issues found, permissions are fine. I did this even though it does not explain why KIS runs to completion sometimes and not others. If there were a permissions problem, I would assume that the scans would always exhibit the same problem of not completing. However, they complete sometimes and not others.

I ran a manual Quick-Scan this morning and it hung. I quit KIS, killed the kav process, relaunched KIS then ran a manual Quick-Scan (5 minutes) and Full-Scan (40 minutes) and they completed. BUT, I had to kill and relaunch KIS first which is not acceptable.

Tech support also wants me to enable Tracing in KIS. Run some scans, run the KLlogs gather tool, and send them the SendToKL.zip file. I sent the SendToKL.zip last time but I did not have Tracing enabled. They also want scan reports. Easier said than done because if the scan hangs, it doesn't generate a report. It will generate a beautiful report if the scan finishes. Hmm.

I'll keep fighting this for a while. I may even try installing KIS on a couple older Macs with macOS 10.13 and 10.11. I'm wondering if KIS has been thoroughly tested on macOS 10.14 Mojave. I'm not yet sure why I'm having these problems but appreciate the support!
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Hi, no reproduction on our test stand. If the issue persists, please submit a ticket to technical support via https://my.kaspersky.com
Thank you
Userlevel 7
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+1 - I'm getting the same issue too.
Hello kLAx,
Welcome!
As well as the info posted by Richbuff please collect logs - https://support.kaspersky.com/common/macos/10909
Thanks!

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