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Cuemath online class site is not stable (timeout) with Kaspersky


Hi,

https://leap.cuemath.com/ online class site disconnect and timeout very frequently on PC with Kaspersky safe kid. we troubleshoot this many times and 100% sure Kaspersky is the root cause. the class runs for less than minute then disconnect.

  • when we access via another pc with no Kaspersky and using the same network, we didn’t face disconnects
  • when we uninstall Kaspersky from the pc, we didn’t face any disconnect.

any clue?

Regards

Emad

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Best answer by Flood and Flood's wife 10 May 2021, 09:06

  1. Is there any other Kaspersky software installed?  No ( I also disabled MS antivirus & firewall)
  2. Does “Cuemath online class site is not stable (timeout)”, All Browsers
  3. Which browsers?  All
  4. Is Cuemath a subscription product?  Yes

Hello @Emad

You’re most welcome!

We’re unable to test, ioo, the issue should be reviewed by Kaspersky Technical Support, however, that’s not available for Kaspersky Trial software, you could try logging a case, the agents do sometimes use discretion, but, it’s not standard; Support may require Logs, Traces & other data, if they agree to assist they will guide you; we also suggestion you raise the issue with Cuemath Technical Support. 

Please let us know the outcome from both teams, Cuemath &  Kaspersky? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

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7 replies

Userlevel 7
Badge +9

Hello @Emad

Welcome!

  1. Which KSK version & patch(x) x = letter is installed, in Windows taskbar or hidden icons, rightclick the KSK icon, select About
  2. Is KSK Premium or Free? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

Resource:

 

Hi,

 

it is 1.0.5.1360, free version.

I uninstalled now to attend the class, meanwhile I started the trial period.

BTW I face issue only with this site, I’ve other online classes like Cambly with no issue.

Regards,

Emad

Userlevel 7
Badge +9

Hi, it is 1.0.5.1360, free version. I uninstalled now to attend the class, meanwhile I started the trial period. BTW I face issue only with this site, I’ve other online classes like Cambly with no issue. Regards, Emad

Hello @Emad

Thank you for the information!

  1. Is there any other Kaspersky software installed? IF “yes”, please tell us name, version & patch(x) x = letter? 
  2. Does “Cuemath online class site is not stable (timeout)”, happen in all Supported browsers? 
  3. Which browsers? 
  4. Is Cuemath a subscription product? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

Hello,

 

thank you for follow up,

 

  1. Is there any other Kaspersky software installed?  No ( I also disabled MS antivirus & firewall)
  2. Does “Cuemath online class site is not stable (timeout)”, All Browsers
  3. Which browsers?  All
  4. Is Cuemath a subscription product?  Yes

Regards,

Emad

Userlevel 7
Badge +9
  1. Is there any other Kaspersky software installed?  No ( I also disabled MS antivirus & firewall)
  2. Does “Cuemath online class site is not stable (timeout)”, All Browsers
  3. Which browsers?  All
  4. Is Cuemath a subscription product?  Yes

Hello @Emad

You’re most welcome!

We’re unable to test, ioo, the issue should be reviewed by Kaspersky Technical Support, however, that’s not available for Kaspersky Trial software, you could try logging a case, the agents do sometimes use discretion, but, it’s not standard; Support may require Logs, Traces & other data, if they agree to assist they will guide you; we also suggestion you raise the issue with Cuemath Technical Support. 

Please let us know the outcome from both teams, Cuemath &  Kaspersky? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

I appreciate your support, I’ll buy the product and open a support ticket.

Thanks.

i understand your problem

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