Kaspersky
Question

Whitelisted URL still does not open and keeps loading for infinite time

  • 6 November 2019
  • 26 replies
  • 454 views

Userlevel 1

Dear Community!

The asana web app “https_://app.asana.com/” is being blocked despite I added this website to my “Trusted websites” in the Trusted Zone in the settings. Also I excluded it from website tracking under privacy section (allowed it) - but it still does not open and keeps loading for infinite time… When I turn Kaspersky off, the website loads fine… Any advice?

 

Many thanks & Best,

sandford


26 replies

Userlevel 7
Badge +5

Hello @sandford.
Welcome!

Please tell us:

  1. Operating system version, build, release?
  2. KIS version & patch(x) x=letter
  3. In KIS, Network Settings, have you added an exclusion?
  4. Please go to KIS, select More Tools, select Reports, select Detailed Reports, leave All Events as default, select 24hrs, select Export, save the file as a .txt file and attach to your reply please?

Thank you. 

Userlevel 1

Hi @FLOOD

Thanks for looking into this!

  1. macOS Mojave 10.14.6
  2. KIS 20.0.0.829a
  3. Could you please specify the exact path? However, I have not added any other exclusions apart from the two I described in my previous post
  4. It seems that my version does not offer this kind of reporting tool - find enclosed the only report I can generate

Many thanks!

sandford

Userlevel 7
Badge +5

Hello @sandford,

Thank you for replying. You found the reports:clap_tone3:

Please “export”, by selecting the icon in the top right hand corner, highlighted red, try to save the file as .csv or .txt please, attach to your reply please?

  1. Web Anti-Virus
  2. File Anti-Virus
  3. Website Tracking

 

:o: Additional, is asana web app excluded in File Anti-Virus: Disable protection of an object in the protection scope?

Please post back?

Thank you

Userlevel 1

Thanks @FLOOD! Sweet :) I checked all the reports and there is no entry in relation to asana - or is there anything else I should be checking for? I would rather not share the reports publicly...

Also I attached a screenshot of my File Anti-Virus Protection Scope - I searched for files with asana, but could not find any (note that asana is merely a website, but not an application installed on my computer)… Hence, I would not know which files to disable the Protection scope for - any idea how to proceed further? :)

Userlevel 7
Badge +5

Hello @sandford,

Thank you for posting back:pray_tone4:

  1. Your initial post said “asana web app” (as well as a url), I thought you had an installed app. 
  2. It would help if I could see the reports please, can you upload to cloud & PM the link please? 
  3. Does Disinfect a detected object do anything? 
  4. Have you tested the url using different browsers?
  5. In the browser console log - are there any errors for “asana”? 
  6. Also, escalate to Kaspersky Technical Support, ask them to check if the detection is a false positive:thinking: ?

Please let me know?

Thank you.

Userlevel 7
Badge +4

 I would rather not share the reports publicly...

FYI , in this case you might consider to continue privately with K-Lab Tech Support :
https://center.kaspersky.com

 

Userlevel 7
Badge +5

Hello  @sandford,

I’ve logged in to asana without any detections, blocks or delay in load times.

Please reset your browser(s) to default and retest and as I said in my previous reply, escalate to Kaspersky Technical Support, ask them to check if the detection is a false positive:thinking: ?

Thank you. 

 

Userlevel 1

Hi @FLOOD 

Thanks for your help - below my feedback:

  1. Apologies for the confusion - I am only accessing asana through the website (no app installed)
  2. Where exactly could I upload the reports?
  3. KIS tells me that there are no “detected or quarantined or objects”
  4. Yes, it works fine with Chrome - however, I would like to keep using Safari;)
  5. How do I access the console log for Safari?:)
  6. I have opened a ticket with support - I would suggest to see what comes back from there… I’ll keep you posted

Thank you!

Userlevel 7
Badge +5

Hello @sandford ,

No apology necessary, all good, I finally “got” wot you meant:wink:

  1. Re: Reports, upload to any cloud of your choice, PM the link please?
  2. Re: Quarantine - that’s ok. 
  3. Re: Safari browser, that’s fine. 
  4. Is the Kaspersky protection extension installed in Safari, if “yes”, please tell me Kaspersky Protection extension version & Safari browser version?
  5. Note, the only way to uninstall Kaspersky Protection extension from Safari (if ever the need arises) is to uninstall KIS application. 
  6. Are there any extensions, addons, themes installed in Safari (apart from Kaspersky Protection extension)? 
  7. Re: Support, good, they will be able to tell you if “asana” is a FP. & yes, please, let us know what they say please?
  8. Re: Console Log, also called Developer / Develop Log:
To access the developer console in Safari, use the Develop > Show Error Console menu item (Option-Cmd-C): If you don't see the Develop menu, you'll need to turn it on using Safari Preferences. Open Safari > Preferences, and click on the Advanced Tab, find Dvelop switch & turn ON. 

Thank you:pray_tone3:

Userlevel 1

Hi @FLOOD 

Thanks again:)

  1. Just sent you a link
  2. Ok
  3. Ok
  4. Yes, it is version 20.0 / For Safari I am using Version 13.0.2
  5. Noted
  6. Other active extensions are ABP (ad blocker), Evernote, Dashlane (PW Manager) → the problem persists however, when I deactivate these extensions / I am not aware of any other add-ons or themes
  7. Will do, once I get feedback
  8. Yes, I get the following error messages
    1) “Failed to load resource: the server responded with a status of 403 ()” (root.css.map, line 0) → link: https://d3ki9tyy5l5ruj.cloudfront.net/compressed/build/bundles/cc886163bdafc870a6ac60f7d125b03d72fe85c0/apps/asana/css/themes/root.css.map
    2) only showed a couple of minutes later “Failed to load resource: The network connection was lost. (socket, line 0)
    → link: https://app.asana.com/app/asana/-/socket?session_id=1148513668469629&sync_cluster=prod&release_id=20191107_014647_cc886163bdafc870a6ac60f7d125b03d72fe85c0&shard_id=732990555013859&count=12&user_id=912745875894530

I hope this helps - let me know if you require further details...

Userlevel 7
Badge +5

Hello   @sandford,

You’re very welcome!

Thank you for replying and the reports:clap_tone3: 

The reports, btw, are boringly normal:smirk:

  1. Specific to WAV Report, is WAV enabled? 
  2. Specific to: “Failed to load resource: the server responded with a status of 403”, please ensure this information is passed to Kaspersky TS, the easiest way is to save & provide the whole log and point out the “asana” capture. 
  3. Re: “The network connection was lost”, normal, bc 403 occurred, the call to the resource cannot be completed. 
  4. Re: Extensions, does “the problem persists however, when I deactivate these extensions”, mean, when the extensions are deactivated the “asana” issue persists? If “yes”, the “asana” issue is not due to extensions. I’m asking about extensions, bc, I have an annoying habit of being “th:spy_tone3: rough”:wink:
  5. Re: ABP (ad blocker), is it ABP or ABP+, who is the Developer & what was the last update / version? Check carefully, bc, recently, ABP & ABP+ (for Chrome), got pulled due to “cookie stuffing”. If your ABP has not updated since the end of September, check if there are any updates outstanding. 

Thank you:pray_tone3:

Userlevel 1

Haha, boring person, boring reports;)

  1. I turned KIS off for most of the time due to the “asana” problem. However, when turned on the WAV functionality is on.
  2. Thanks, have mentioned it to the customer support agent
  3. Makes sense
  4. Haha:) you got it right - i meant the “asana” problem by “the problem”…
  5. Its full name is Adblock Plus - I assume ABP stands for Adblock Plus, but there is no + in my versions name (free version). The developer is Eyeo GmbH (https://adblockplus.org) and version is 2.0.6 - there is no newer version according to the App Store and it has been released 5 months ago… Thanks for the article, but it seems to relate to a different adblock software, luckily :)

Thank you very much!

Userlevel 7
Badge +5

Hello   @sandford,

Your very welcome & thank you for replying!

Your reports may be boring, you’re not, you’re very funny:joy:

(1) Care to “elaborate”, is “asana” used frequently, so much so that having KIS enabled impacts your work? If “yes”, do Kaspersky know?

(3) relates back to your original statement “keeps loading for infinite time.

Please let me know?

Thank you:pray_tone3:

 

Userlevel 1

Thanks @FLOOD :) 

  1. Yes, I use it all the time - very short attention span, you know:nerd:  No not yet - the support agent has only started his work… hopefully, he’ll find a solution.

I guess we hit a dead end for the time being, until support has run their checks…?:nail_care_tone2::slight_smile:

Thank you very much for your time & effort!

Cheer,

sandford

Userlevel 7
Badge +5

Hello  @sandford,

You’re very welcome!

Yes, “we” must wait for the analysis, generally they  respond in a timely manner. 

As soon as you know anything, please let us know?

We’re very interested!

 Best regards. 

 

I have the same problem. I can't use Safari only chrome

Userlevel 7
Badge +5

Hello  @Dialog,

Welcome!
Have you reported the issue to Kaspersky Lab Technical Support

Please let us know what they say?

Thank you

 

No I haven´t I just searched and found your conversation with the support. I is really a huge problem. I use Asana for almost everything. Of course I can use chrome but I do want to be able to use safari

Userlevel 7
Badge +5

Hello @Dialog,

Thank you for posting back.

As the issue you’re having is also with “asana”, and as the post shows, the only option available is to escalate to the Lab. 

The Technical Team will be able to tell you if the root cause is a false positive, if it is they will fix it if they can. If it’s a legitimate detection, the Technical Specialists will explain why. 

Please let us know what they say?

Thank you

This is what they asked me to do and what I also did. It resolved my problem:grinning:

Since by disabling Web Anti-virus component the issue is resolved, please try to enable Web Anti-virus and perform the following test:

1. Please launch your Internet Security
2. Click on Kaspersky Internet Security on the menu bar
3. Go to Preferences
4. Now locate and un-check the option to "Check Secure connections (HTTPS)"

 

:thumbsup:

Userlevel 7
Badge +5

Hello  @Dialog,

Thank you for contacting the Lab:clap_tone3: & thank you for posting the solution the Lab provided:ok_hand_tone4:

We’re happy to hear the issue is resolved:cartwheel_tone3:

Userlevel 7
Badge +5

“the support agent has only started his work… hopefully, he’ll find a solution”

Hello  @sandford

If you’ve not had a solution from the Lab, could you please check the solution the Lab provided to  @Dialog please?

Please let us know the outcome?

Thank you:pray_tone3:

Userlevel 1

Thanks @FLOOD - much appreciated! I checked the solution provided and it also solves the issue for me!:muscle_tone2::slight_smile:  However, what could you please elaborate what this feature “Check Secure connections (HTTPS)" does? as it does sound kind of important to me?;)

 

My support agent is not as fast unfortunately...;)

Userlevel 7
Badge +5

Hello @sandford,

Thank you for posting back and for testing the “solution”.

So, for your case, KL have not responded (further) with analysis of “asana”, the alerts, an opinion, request for more data, tests… nothing:thinking:

Have you added “asana” to Add a website of a bank, payment system, or online store to Safe Money protection, if not please do so, re-enable "Check Secure connections (HTTPS)",  exit KIS, power off Mac, power on, start KIS or make sure it is started, recheck "asana”?

Please let me know? 

Thank you

Userlevel 1

Hi @FLOOD !

Thank you very much! Well, they have asked for some data, but in terms of proposed solutions I haven’t really heard much…

If I add “asana” to Safe Money Protection as per your instructions - it falls back into loading for infinite time unfortunately…

Cheers,

sandford

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