Kaspersky
Question

Two issues since upgrading to KIS 21.3.10.391 (b): can't detect Eicar, Chrome browsing lag.

  • 30 April 2021
  • 2 replies
  • 120 views

Hi,

I’m running Windows 10 20H2, fully up to date with windows updates. I was running KIS 21.2.16.590 c and that was working perfectly. Earlier this week it upgraded itself to 21.3.10.391 b, since then I have two annoying problems :

  1. If I open Notepad and paste the EICAR AV test string into the file and save it, KIS no longer reliably detects the file. On some boots of the machine it will detect the file as soon as I create it, but then on other boots of the machine it does not detect the file when I create it. 

    Web anti virus works fine every time, so if I try to click on the EICAR test file on the website "https://www.eicar.org/?page_id=3950" it is always detected. Also if I have been able to save the EICAR test file by pasting it into Notepad and saving it, then right clicking on that file and scanning it always detects successfully. But the fact that it allows me to paste the EICAR test string into Notepad and save that file without always detecting it feels wrong. If it does allow me to save the file it will also allow me to open and edit the file with no detection too.
  2. Web browsing seems to have some random performance issues, I use Google Chrome as my browser (fully up to date), and most of the time it works fine, however occasionally when I attempt to go to a web page the browser will just sit there thinking for quite a while (maybe around 10 seconds), sometimes Chrome will then display its error screen indicating the website is not available, but then that error screen will disappear and be replaced by the expected webpage. It doesn’t do this consistently for any specific web sites/pages, it is completely random, so a website that works fine one minute can suffer from this problem when I try to visit it again moments later. So it feels like there is something that can randomly introduce a significant delay in the webpage loading.

I have tried uninstalling KIS and then doing a fresh clean install and I still have exactly the same problems. I’ve also seen the same issues with the EICAR string on a different computer that I have access to that has also just updated to this version of KIS. I’ve not had enough time using that other machine to know if it also has the issue with browsing.

Anyone seen similar behaviour, or have any suggestions ?

I need to feel that I can fully trust my security software, so this EICAR issues does really make me doubt if the ‘File’ AV is working reliably, also the browsing issues can be really annoying as it has done it several times when I’ve been in the middle of a transaction (i.e. a website shopping basket process, or internet banking).

KIS is the only security software that have ever been installed on my computer, and the previous version (21.2.16.590 c) was working perfectly and did not have either of these issues.

Thanks


2 replies

Userlevel 7
Badge +9

Hello @Skynet

Welcome!

As the EICAR issue is intermittent, not consistent and, you’re reporting browser performance issues, it’s best to log into your MyKaspersky account, create an incident request with Kaspersky Technical Support; fill in the Application malfunction, Other template; Support may request Traces, Logs & other data, they will guide you. If you’re able to video the EICAR issue, it will help the support team to understand. 

 

  1. IF any of the logs/traces/data files cannot be attached to the Incident, don’t use Webdav, simply upload the files to any cloud service of your choice, create a share link & add the share link to the incident. 
  2. After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will be in touch, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in their MyKaspersky account.
  3. When Technical Support tell you why the problem are happening & how the problems are fixed, please share their information, with the Community? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

Ok thanks, I’ll log an incident. But to be honest the problems it is causing with browsing is getting pretty annoying now, so unless they can offer a quick solution I think I might have to uninstall KIS and move to an alternative product, as it is making it very hard to use my machine reliably.

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