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Kaspersky Safe Kids stopped working about 3 days ago

  • 16 February 2021
  • 6 replies
  • 149 views

Friday 12 February was the last day my KSK operated properly on Windows 10.   Time limits and schedules are in place, however no time is being logged by the program on Feb 13, 14, or today 15.

Locally, the program was showing no time limit.

I noticed this was not working yesterday, so I uninstalled the app, shutdown, rebooted, and reinstalled, and re-connected my kids’ account to their profiles in KSK.   Now the schedule time shows, as well as the limit, however it’s not showing any time used, while I know it’s been used for several hours.

 

Additionally, I noticed that while it’s not counting used time properly, it’s also no longer enforcing “not allowed” hours.    It shows it under “My schedule today” on the computer, but it happily lets the user continue during the blocked hours.

 

Other than uninstalling and reinstalling, which I’ve already done - what are the next troubleshooting steps?

 

I do see several people on the forum reporting the same issue, all roughly starting around 12 February; so I’m starting to wonder if this is stemming from a recent software update?

 

I”m running 1.0.5.6821(g)

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Best answer by Flood and Flood's wife 16 February 2021, 01:00

Hello @kingmoocow

Welcome!

Hmm, interesting, 3 cases (including yours), here in the Community, best log a case with Kaspersky Technical Support, if patch(g) is responsible, the sooner they get onto it the better.  Support will request Logs, Traces & other data, they will advise you: 

 

  • 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 the MyKaspersky account.

:large_blue_diamond: Please share the outcome with the Community when it’s available? 


Thank you:pray_tone3:

Flood:whale: +:whale2:

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6 replies

Userlevel 7
Badge +9

Hello @Filon

Thanks for posting back:ok_hand_tone3:

  • Logging into KSK with the parent account & enabling Events Logs is not changing Settings, however, exiting & restarting the app may cause the problem to “vanish”; which, we agree, makes it difficult to replicate the issue. 
  • Let’s ask @Anton Mefodys, as he’s the one requesting the Events Logs:thinking:

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 1
Badge

I have the same  issue with tracing. When I follow the instructions for creating the logs, the issue seems to resolve temporarily. I guess that fiddling with the app (changing settings, quitting/restarting) is like waking it up!

No updates to this until today - I did open the case with support, who requested the info Anton mentioned, however the problem completely ceased on Monday - everything was back to normal.   On Friday Feb 19 though, no time was recorded (again), just like the Friday previous.

I enabled Tracing this morning, rebooted, and - now it’s recording and enforcing time again.   So - not being able to recreate it with tracing enabled, I think I’ll just have to wait for it to happen again.

 

To sha123’s note above, my machine has been on 20H2 since before I started having this problem; I’m betting it will resurface randomly, and that it’s not directly related to or fixed by a WinUpdate.   Though, for their sake, I hope it works great.    

 

I’ve been a premium user of KSK for a while, and just renewed for another year - so I’m hoping it will again be as reliable as it’s been for the last couple of years, very soon.

Hello!

For all who encountered the issue:

Please collect traces of the issue in KSK (https://support.kaspersky.com/13191):

 1) Enable tracing
 2) Reboot OR restart KSK (Exit KSK and then launch it again).
 3) Open MyK and change time limit settings ( for instance shift the limit)
 4) Wait for 15 min
 5) Make sure that these new settings were not applied by KSK (no notifications appear)
 6) Exit KSK
 7) Copy traces from "%ALLUSERSPROFILE%\Kaspersky Lab\Kaspersky Safe Kids (product version)\Logs" folder to another folder (for instance to the new folder on Desktop)
 8) Disable tracing in KSK.

 

Send these traces to Tech support with description of the issue and screenshots.

Thank you!

Friday 12 February was the last day my KSK operated properly on Windows 10.   Time limits and schedules are in place, however no time is being logged by the program on Feb 13, 14, or today 15.

Locally, the program was showing no time limit.

I noticed this was not working yesterday, so I uninstalled the app, shutdown, rebooted, and reinstalled, and re-connected my kids’ account to their profiles in KSK.   Now the schedule time shows, as well as the limit, however it’s not showing any time used, while I know it’s been used for several hours.

 

Additionally, I noticed that while it’s not counting used time properly, it’s also no longer enforcing “not allowed” hours.    It shows it under “My schedule today” on the computer, but it happily lets the user continue during the blocked hours.

 

Other than uninstalling and reinstalling, which I’ve already done - what are the next troubleshooting steps?

 

I do see several people on the forum reporting the same issue, all roughly starting around 12 February; so I’m starting to wonder if this is stemming from a recent software update?

 

I”m running 1.0.5.6821(g)

 

Hi,

I had exactly the same issue but I managed to fix it.

It seemed that the recent windows update package was to blame;

My fix was that I ran this major Windows update to version 20H2; now everything seems to be back to normal 

Userlevel 7
Badge +9

Hello @kingmoocow

Welcome!

Hmm, interesting, 3 cases (including yours), here in the Community, best log a case with Kaspersky Technical Support, if patch(g) is responsible, the sooner they get onto it the better.  Support will request Logs, Traces & other data, they will advise you: 

 

  • 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 the MyKaspersky account.

:large_blue_diamond: Please share the outcome with the Community when it’s available? 


Thank you:pray_tone3:

Flood:whale: +:whale2:

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