Kaspersky
Question

Data not available


  • Community Citizen
  • 2 replies

I recently installed safekids app on my children’s laptops and it was fine for two days but now it is saying ‘no data available’ for their devices. Anyone know why this is? Is there a setting I/ they have changed unknowingly? 


13 replies

Userlevel 7
Badge +6

Hi Jazzy, 

Sorry to hear about this issue. Please contact technical support via my.kaspersky.com to further investigate this occurrence. 

Regards,

Igor

Userlevel 7
Badge +11

Hello @Jazzy,

Welcome!

Also, please tell us:

  1. Laptop(s) operating system name, version & build
  2. KSK version on each device? 
  3. May we have an image of the ‘no data available’ message please?
  4. How is Device Use configured: 1.  Statistics → 2. Warning → 3. Block ?
  5. Are the devices actually synced with the MyKaspersky account?
  6. Is KSK licensed? 

Please post back?

Thank you:pray_tone3:

Flood:whale:

So one of the laptops is now showing the data but the other is still missing. 
 

  1. Laptop(s) operating system nameversion & build? Laptops use windows 10 version 1809 (I think)
  2. KSK version on each device? Premium. I’m not sure you mean by ‘version’. I downloaded it only 4 days ago following the link sent with my activation code. 
  3. May we have an image of the ‘no data available’message please? See above
  4. How is Device Use configured: 1.  Statistics → 2. Warning → 3. Block ? The device is configured to block 
  5. Are the devices actually synced with the MyKaspersky account? I think so… I set them up using my Kaspersky account and all the data was available  for the first few days 
  6. Is KSK licensed? Yes
Userlevel 7
Badge +11

Hello @Jazzy,

Thank you for the information & the images:ok_hand_tone3:

  • :one: For KSK version, hover the mouse over the KSK icon on the Windows Taskbar, the small popup shows the version?
  • :two: So, the existing problem is: for Desktop QPTRIM8 there is “No information on device use/no data available “ for Wednesday 17/06/2020 (image1) - despite the fact the device has been used - is that correct? 
  • :three: May we have the KSK 7 day, Summary Report (image2), please :paperclip: attach to your reply? 
  • :four: Has Desktop QPTRIM8 been shutdown/powered off, using Shutdown, not Restart, in the last 24hrs? 

 

 

 

Please post back?

Thank you:pray_tone3:

Flood:whale:

It seems to update eventually but is very slow. App version is 1.0.5.6123(e) 
 

the bigger issue is the laptops go black every time the kids login and the only way around it is to sign out and back in again which takes over 5 minutes. This is not practical when they are at school 

Userlevel 7
Badge +6

Hi @Jazzy

Regarding the black screen after first login. It looks like a known issue, fix is expected. 

Try this workaround:

1. Press ALT+CTL+DEL combination.
2. Open Task Manager - File - Run new task.
3. Type Explorer.exe and click OK.
Regards,

Igor

I recently installed safekids app on my children’s desktop and it was fine for two days but now it is saying ‘no data available’ for his device. Anyone know why this is? Is there a setting I/ they have changed unknowingly? Device is PC with windows 10 and KSK is brand new version. 

Kind regards,

Ales

Having the same issue it works fine for couple of hours and then it goes offline and doesn’t track data.  The app is still there but the only way to get it back is restart the machine and then it goes out again shortly there after.

Userlevel 7
Badge +11

Hello @Ales &  @kgregg

Welcome!

 “no data available / offline” indicates synchronisation / connectivity issues.

Please do the following:

:one: Confirm KSK is latest version and patch 1.0.5.6390(f)?

:two: Run Windows Network troubleshooter?

:three: Confirm all Window updates have successfully applied status?

:four: Clear & reset all Supported browsers

:five: If AV software is installed, check the Reports, to see if there’s any entries that match the offline/no data time frames, if yes”, investigate based on what the AV is reporting? 

:six: Power PC down, using Shutdown, not Restart, make sure PC is OFF. 

:seven: Make sure you have the Router password, then, reset Router by physically disconnecting Router from device, power Router OFF & leave OFF.

:eight: Power PC ON, login. 

:nine: Physically connect Router to device, power Router ON, ensure network connectivity. 

:keycap_ten: Run Windows in SafeMode:

:one::one: Delete all files in: 

C:\Windows\Temp

C:\Users\YOURNAME-YOURCHILDSNAME\AppData\Local\Temp

:one::two: Return to Normal mode, monitor  “no data available / offline” issue, if it persists please let us know, include the following information:

  1. Images of  “no data available / offline” ?
  2. Windows Operating system version & build?
  3. KSK version? 
  4. KSK Free or Subscription? 

Thank you:pray_tone3:

Flood:whale:

This seems to be a persistent problem with one of my kids PC. Is there a bug with the program?

Userlevel 7
Badge +11

This seems to be a persistent problem with one of my kids PC. Is there a bug with the program?

Hello @gfmarsh

May we know please:

  1. Which KSK version & patch(x)? On the Windows Taskbar or hidden icons, rightclick the KSK icon, select About
  2. How long has the issue been happening with the one PC? 
  3. Has KSK been clean installed? 

Please post back? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

I reinstalled the program after removing entirely on the said PC. It worked fine for 2 days and now is back to no data available. Any way to get a refund on this software?

Userlevel 7
Badge +11

Hello @gfmarsh

Thanks for posting back:ok_hand_tone3:

How to request a refund for a Kaspersky application

Just as information, in the English section of the Community, since the release of patch(g) there’s been 9 reports from other parents & more in the foreign language sections, about the same issue.

Thank you:pray_tone3:

Flood:whale:+:whale2:

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