Kaspersky
Question

Roblox doesn't work when Safe Kids is activares


  • Community Citizen
  • 4 replies

Dear, 

 

I've installen Safe Kids on my sons PC. Roblox started to stop functioning. I'm getting the error: an error occured trying to lunch the game. 

 

When I stop Safe Kids for everything works fine again. I can't find any solution in the configurations. Please help me out! 

 

Kind regards, 

 

Swaq


36 replies

Userlevel 7
Badge +11

Hello @SwaQ,

Welcome!

Please tell us:

  1. Kaspersky Safe Kids version & patch? Hover the mouse over the Kaspersky Safe Kids icon, a popup will show the version & patch.
  2. Device name, operating system & version ?
  3. Please show us an image of the error?
  4. Is there any other Kaspersky software installed on the device? If “yes”, name, version & patch?
  5. Is KSK licensed?

Please let us know?

Thank you:pray_tone3:

Flood:whale:

1.  1.0.5.6123

2. Device name like computername? If so then it's: Eliel-pc

3. 

 

4. No

5. Yes

Userlevel 7
Badge +11

Hello @SwaQ ,

Thank you for the information and the image:ok_hand_tone3:

  1. Is the computer Windows? If “yes”, in the Windows :mag_right: search field type   winver  - the popup will show the operating system name & version ?
  2. Which browser is used to access Roblox?
  3. Which browser is the system default browser ?
  4. Run a GSI & Windows Logs & post back please?

Thank you:pray_tone3:

Flood:whale:

1. 

 

2.  Google Chrome

3. Google Chrome

4. Please download the GSI via Wetransfer

https://wetransfer.com/downloads/9effe4bec3355ee219b09b210eb162e520200531172533/665417e4342a239d07edd7ec36db609620200531172605/18c14b

Userlevel 7
Badge +11

Hello @SwaQ,

Thank you for the information and the data:ok_hand_tone3:

  • Testing Roblox (on a Windows 10 device), using the child’s account, with Chrome & Firefox, it doesn’t generate the error you’re seeing, however, :x: access does not proceed unless KSK is disabled:x:
  •  Using Edge Chromium, using the child’s account, with KSK active, access to Roblox works:white_check_mark:  

  • On the same device, using the KSK parent account, KSK active & Google Chrome or Firefox, Roblox works :white_check_mark::thinking:

  • There’s no way to fix this via changing anything in KSK.
  • Please submit a request, select Application malfunction, Other template (see image below) to the Kaspersky Technical Support Team, with the detailed description of the issue, include all the information you’ve provided here; the image & the GSI & Windows Logs; the Technical Team will also ask for Traces, they will provide you with the steps required to collect the traces at the same time as the error. 
  • Note: the Technical Team may ask you to uninstall KSK and do a clean install, you may wish to do this before contacting them, sometimes a fresh install may fix some problems:thinking:
  • After you submit the request, you’ll receive an automated email with an INC+12 digits reference #, then, normally, within 5 business days, a Kaspersky Lab human will contact you, also by email, you may continue to communicate with them via reply email & or by updating the INC in your MyKaspersky.com account.
  • Please let us know what they say?

    Thank you:pray_tone3:

    Flood:whale:

 

 

Userlevel 7
Badge +9

Hi, @SwaQ,
Link to your report : https://www.getsysteminfo.com/report/b11f626f3141f6b5af8bf5de44646359?wl=load
Answer from the developers:
We reproduced the problem locally, working on a fix.
We plan to fix it in the next patch (in mid-August).

 

 

Userlevel 7
Badge +9

Hi, @SwaQ ,
Specification from the developers:

The bug with Roblox has been fixed, the fix is available to users. Product update is not required.

Userlevel 7
Badge +11

Hello @Friend,

Works:smiley: !

Thank you:pray_tone3:

Flood:whale:

Hello @Friend ,

 

I still can't get it to work. Is there anything I have to do to get it work? For example re-install te KSK software? 

 

 

Userlevel 7
Badge +11

Hello @SwaQ,

  • We reinstalled Roblox, including a full shutdown and restart between uninstall & new install, if the issue remains, reinstall KSK.

Let us know the outcome please?

Thank you:pray_tone3:

Flood:whale:

Hallo @FLOOD

 

I've followed your instructions including re-installing KSK, but no succes. I'm getting the  same error. Any other suggestions?

 

Kind regards, 

 

Swaq

Userlevel 7
Badge +11

Hello @SwaQ

Thank you for the update:ok_hand_tone3:

  • Has the system default browser been changed? 
  • (I would) log the issue with Kaspersky Technical Support, as per the 31/5/2020 reply, however, maybe wait to hear what @Friend has to say, he may have different advice:thinking:
  • It would be helpful if the bug# was available, so, if you do log with Technical Support, you can give them the number, that way, they’ll have some insight into the issue, maybe:thinking:

Thank you:pray_tone3:

Flood:whale:

@SwaQ 

Hello,

If the issue persits - please contact Tech support - Create a request to Tech Support

1.  1.0.5.6123

2. Device name like computername? If so then it's: Eliel-pc

3. 

 

4. No

5. Yes

Im

1.  1.0.5.6123

2. Device name like computername? If so then it's: Eliel-pc

3. 

 

4. No

5. Yes

Hi,

I’m getting the same error / problem with KSK ON with Roblox with my child. Sometimes this error goes away when I turn-OFF the “Web monitoring” with the “Kids => Internet, then setting”. But its kinda a deal-breaker if I kept my Web monitoring to OFF, then I won’t be able to monitor whats going on while he’s using that Windows 10 PC. Hopefully this would help Kaspersky Crew to fix this kind of BUG between Roblox and KSK. Thank you for the prompt response.

Hello,

When Roblox does that “error loading” thing,  this works on me most of the time (NOT all the time, but its a “TEMPORARY FIX” I hope someone from Kaspersky figure this “Error loading” on Kaspersky Safe Kids problem and fix it permanently cause its frustrating. I am a premium user by the way.

  1. Open “Internet => settings”
  2. On the “Web Monitoring”, from the “ON” setting to be “OFF
  3. On your kids Windows 10 computer (or Windows 8, whichever) close the browser, refresh the desktop using your mouse, several times, maybe wait for about a minute before opening ROBLOX
  4. Now, Open “Roblox” from the website or however you open Roblox game
  5. Sometimes, my kid “Open” and “Closes” the web browser several times before that error goes away. PRAY deeply PRAY, cause this Parental Software needs a LOT of PRAYER before its bug on Roblox game goes away!

Hope it works folks, temporary fix. We need that “Web Monitoring to ON all the time” Fix this BUG please software engineers of Kaspersky!!!

Roselyn

Userlevel 7
Badge +11

Hello @Roselyn

Welcome back!

  • Please follow the directions given by @Anton Mefodys above, if the issue persists: please contact Tech support - Create a request to Tech Support.
  • Technical Support may request KSK Traces run as the issue is replicated, they will guide you to collect Traces and they may request a GSI & Windows Logs.
  • In the request, it’s worth mentioning, according to @Friend, this is a known & “fixed” bug, unfortunately no bug number has been publicized:thinking:
  • Please let us know the outcome when it’s available?

Thank you:pray_tone3:

Flood:whale:

Userlevel 7
Badge +11

Hello @Friend, @Anton Mefodys

So people who are affected by the Roblox issue aren’t forced to endure the frustrating “it’s never been a problem that’s been reported before” process we’re subjected to by level 1 Kaspersky Support, please advise the Bug#?

Then at least we can quote it in our requests:thinking:   

Thank you:pray_tone3:

Flood:whale:

Just to add my own findings, I have this issue on 2 Windows 10 laptops.

  • Browsers being used doesn’t make a difference.
  • Pausing KSK doesn’t make a difference, the program actually has to be closed.
  • Both laptops have been rebuilt so are fresh Windows 10 installs.
  • Games category is allowed for the children accounts.

I hope this helps find a solution.

Userlevel 7
Badge +11

Hello @Neildavies,

Welcome!

Thank you for the information:ok_hand_tone3:

  • Has a full KSK uninstall & clean KSK install, according to KSK documentation, been done? 
  • What will really help Kaspersky find a solution is if people submit fresh data; Kaspersky needs that. 
  • Please follow the directions given by @Anton Mefodys above, please contact Kaspersky Technical Support - Create a request to Tech Support, use the Application malfunction, Incompatibility with 3rd party software template

 

.

  • Technical Support may request KSK Traces run as the issue is replicated, they will guide you to collect Traces and they may request a GSI & Windows Logs.
  • In the request, please mention, according to @Friend & @Anton Mefodys, this is a known & “fixed” bug, unfortunately no bug number has been publicized:thinking:
  • Please let us know the outcome when it’s available?

Thank you:pray_tone3:

Flood:whale:

Hi, answers to questions below:

  • Has a full KSK uninstall & clean KSK install, according to KSK documentation, been done?  I completely wiped the laptop, so this is a brand new installation of Windows 10 where KSK obviously hasn’t been on at all, then installed KSK and straight away the problem appeared.
  • What will really help Kaspersky find a solution is if people submit fresh data; Kaspersky needs that. I’m not sure what you mean by fresh, if you mean a fresh install of the OS, that has been done. If you mean fresh facts, that’s what I was offering in my previous findings.
  • A call has been logged with tech support

Thanks

Neil

Userlevel 7
Badge +11

Hello @Neildavies, Neil,

Thank you for updating us:ok_hand_tone3:

  • By “What will really help Kaspersky find a solution is if people submit fresh data; Kaspersky needs that.” we mean, logging the issue with Kaspersky Technical Support, as you’ve done:clap_tone3:
  • Kaspersky Technical Support will re-investigate; hopefully they understand the original “fixed” bug persists:thinking:  
  • When Kaspersky Technical Support respond, please keep the Community updated? 

Thank you:pray_tone3:

Flood:whale:

Had the same issue. Submitted ticket. Response: “This is a known issue from our side. However, this issue should be resolved as our developers has released an updated version of Kaspersky Safe Kids.  Since the issue is still occurring on your side, we will have this escalate to our experts in Moscow HQ for checking. Once we have heard from them, we will get back to you.”

I had installed this on W10 v2004.  Thinking it might be a Windows issue with the new W10 update, I wiped the machine.  Reimaged with W10 v1909, installed Roblox - tested ok. Installed KSK, Roblox - test failed (received the same “Error starting game” error) - with a fresh OS and fresh install of Roblox and KSK.

The only 2 workarounds for now is to shutdown KSK, or pause KSK for one of the allotted time selections (1hr, 4hr, etc)

Userlevel 7
Badge +11

Hello @SonarSubs

Thank you for logging the issue & updating us:ok_hand_tone3:

  • When Kaspersky Technical Support respond with the advice from HQ, please keep the Community updated? 

Thank you:pray_tone3:

Flood:whale:

GOOD NEWS! I fixed it!

BAD NEWS! I can’t pinpoint the solution but I can tell you it is within the profile settings of your child’s account. When their KSK settings are active on the computer it gives the Roblox error.  But when you pause or shutdown KSK they can run Roblox.

I got the idea when my older child had no problem for the last few years playing Roblox w/ KSK running.  The younger one got his new laptop and I set it all up, but Roblox didn’t work.

So all I did was open two browsers to [https://my.kaspersky.com/MyKids] side by side and change the younger child’s settings to match the older one.  It might be in “Internet” or “Applications” but I can’t be sure.

Hope this helps!

 

Or maybe not, close call because it happened around the same time I received this response:

“Dear customer,
Thank you for your patience.
Our Escalation Team have just replied to us with the latest update.
The fix was actually released a day ago. So it seems to have made it work.
Let us know if you need further assistance.
Have a good day and stay safe!
Amin || Technical Support Representative
If the suggested solution did not help or you need more information, you can simply reply to this e-mail leaving the subject line unchanged.
If you have no further questions and the issue is in fact resolved, then you can simply ignore this message, and we will close this request for you within 5 days.
Best regards,
Kaspersky Lab Technical Support”

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