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Safe Kids failing

  • 18 February 2021
  • 1 reply
  • 28 views
R

I cant believe I have paid for this software.  It fails all the time, 1 machine my child is able to access everything and another machine (both windows 10) it constantly locks out the websites even though I have allowed them.  

So far this app only works well on an Apple Mac.  When unblocking sites, turning off time limits I have rebooted the machine several times and still nothing.  The only way round it is to actually uninstall the application.  

1 reply

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @Romsey Rambler,

Welcome!

Kaspersky @Anton Mefodys has requested, please:

  1. Collect traces of the issue in KSK
  2.  Enable tracing, follow: How to get trace files for Kaspersky Safe Kids for Windows
  3.  Reboot OR restart KSK (Exit KSK and then launch it again).
  4.  Open MyKaspersky and change time limit settings ( for instance shift the limit)
  5.  Wait for 15 min
  6.  Make sure that these new settings were not applied by KSK (no notifications appear)
  7.  Exit KSK
  8.  Copy traces from "%ALLUSERSPROFILE%\Kaspersky Lab\Kaspersky Safe Kids (product version)\Logs" folder to another folder (for instance to the new folder on Desktop)
  9.  Disable tracing in KSK.
  10. Send these traces to Tech support with description of the issue and screenshots → to log a case Kaspersky Technical Support,  follow the template image below:

 

 

  • 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:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!

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