Kaspersky
Question

open application from block

  • 22 February 2020
  • 4 replies
  • 85 views

Dear Kaspersky team

Why when i want to open some application foe my kid cantik not working. 

For example i want to allow my kid play game online, and i directly open the forbiden but why not immediatly effect in my kid phone? 

Please advice and waiting your reply soonest


4 replies

Userlevel 7
Badge +11

Hello @y.aditya,

Welcome!

Please tell me:

  1. (Child) phone name, operating system & version
  2. (Parent) phone name, operating system & version
  3. Kaspersky Safe Kids version
  4. To help me understand, you grant access to a game on (your) Child’s phone, when you apply the access on your phone, how long does it take before (your) Child can play the game please? 
  5. May I have an example of a game so I can test the timing please?

Please post back?

Thank you:pray_tone3:

Flood:whale:

Hi, 

Please find detail below as requested

  1. (Child) phone : REDMI NOTE 3, ANDROID, VERSION 5.0.2 LRX22G
  2. (Parent) phone REDMI NOTE 8 PRO, ANDROID, VERSION 9 PPR1.180610.011
  3. Kaspersky Safe Kids version?  VERSION 1.33.0.1633
  4. 30 minutes
  5.  Free Fire, Pub G, Slither.io
Userlevel 7
Badge +11

Hello @y.aditya
Thank you for replying and the information:ok_hand_tone3:

It is “unusual” the issue is happening with only 3 game apps & not all:thinking:

:no_entry:  30minutes is not normal.  

:thinking: The transition from Blocked to Allow should be no more than 30seconds. 

  • :one: On both phones, check the available swap Ram:question: (not total Ram). 
  • :two: On both phones, check available Rom:question: (not total Rom). 

:arrow_upper_right: If either :one: or :two: are low this can affect response time, do housekeeping.

:arrow_right: If after cleanup or if both available Rom & available Ram meet requirements & the issue remains: 

  • :three:Uninstall KSK (on both phones), according to documented procedures.
  • :four:Reinstall  KSK (on both phones), according to documented procedures.
  • :five: If the issue persists and if KSK is licensed, raise a request with Kaspersky Technical Support (follow the template below, note, in their template there is no KSK v1.33.0.1633, select v1.35.0.1646).
  • Detail all steps you’ve taken to resolve the issue, give as much information as you can. If you can, please include a video of the issue. 
  • They will ask for an AIDA64 Report and they may ask you to capture KSK logs, as the issue is replicated. If they need logs they’ll give you a special KSK version to install. 

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 communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

 

Please let me know the outcome when it’s available?

Thank you:pray_tone3:

Flood:whale:

Userlevel 7
Badge +11

Hello @y.aditya,

Additional: 

Slither.io (time) to Block & (time) to Allow video 

Thank you:pray_tone3:

Flood:whale:

 

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