Kaspersky
Question

Windows 10 e Karspersksy VPN

  • 23 March 2020
  • 7 replies
  • 75 views

Após o último update do MS Windows 10, em 16-MAR-20, meu acesso à Internet é interrompido quando ligo a ferramenta VPN da Karspersksy. Isso acontece com qualquer website ou servidor VPN.

After the last Windows 10 update, by 16-MAR-20, my internet access is blocked whenever I switch on the Kaspersky VPN tool. This happens with any website or VPN server.


7 replies

Userlevel 7
Badge +6

Hello @Pedro do Rio

Welcome!

As you posted in the English language section in English & Portugese, I’ll answer in English:slight_smile: 

Please tell us:

  1. W10 version & build
  2. Kaspersky Secure Connection version & patch(x)? x=letter
  3. Is any other Kaspersky software installed? If “yes”, please tell us: name, version & patch(x)?
  4. Do all Windows Updates have a successfully applied status? 
  5. What browsers, names & versions are used? 
  6. When “with KSC-VPN on, internet access is blocked” issue happens, are there any errors? If “yes” please provide images? 
  7. Have you uninstalled KSC-VPN, shutdown the computer at the completion of the uninstall, restarted, logged in, downloaded a new installer from the Kaspersky website, run the installation file and followed the installation instructions? If not please do so. 
  • If the issue persists, please log a case with Kaspersky Technical Support, please include Trace files captured as the issue is replicated & a GSI & Windows Logs
  • 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.

Thank you:pray_tone3:

Flood:whale:

Hi Flood,

Many thanks for you reply.

I have the Windows 10 Home version 1909 OS build 18363.720 successfully installed on the 3/15/2020. 

My KSC version is 20.0.14.107 (i). I also have the KIS version 20.0.14.1085 (h) installed on my PC.

I always use Google Chrome, but have also attempted the IE with the same bad result - the access to the internet was either interrupted.

Yes, I have uninstalled and reinstalled both KSC  & KIS following the instructions and tools provided by the Karspersky Technical Team (KTT). However, the KSC no longer works, failing to connect to any VPN server. 

Additionally, I have already provided all requested data (trace files, Windows logs, screen shots, etc) to the KTT, which keeps investigating the INC000011379065 since the 3/17. 

Hope I have been able to describe the whole situation.

Userlevel 7
Badge +6

Hello @Pedro do Rio,

Thank you for taking the time to reply and the detailed information:clap_tone3:

  • The KIS version should be patch (i), please check:thinking:
  • As Kaspersky Technical Support are engaged, it’s best to continue to work with them, otherwise you may end up following two sets of instructions, which could be messy and counterproductive, also, sometimes problems may take some time to troubleshoot and resolve, however, we’re sure they’ll be able to assist.

Do let us know the outcome please?

Thank you:pray_tone3:

Flood:whale:

Flood, 

KIS patch (i) confirmed.
 

As informed, I have been strictly following the KTS related instructions, including the “remove & reinstall” recommended actions.

In fact, the KIS presented NO problem, only the KSC is not working properly after the Windows 10 update.

Will let you know the final result….

Pedro

This international affair is becoming more and more exciting, since the Karspersky HQ has been consulted twice so far!  They should invited me to work as a “troublefinder” :wink: 

HI Flood,

The VPN issue was finally resolved, following the below steps provided by the KLS:

  1. Uninstall the current KSC version
  2. Run CMD as an Admin and insert the commands:
    route –f
    ipconfig /flushdns
    netsh winsock reset
    netsh int ip reset all
  3. Restart the PC
  4. Reinstall KSC
  5. Check the internet cnx with different websites and VPN servers.

Worked!

Userlevel 7
Badge +6

Hello @Pedro do Rio

That’s wonderful news:thumbsup_tone3::smiley: !

Thank you for letting us know:pray_tone3:

Flood:whale:

Hello Flood,

Have you noticed that Microsoft admitted the VPN issue and so provided a few patches to their W10 users to fix the problem? 

https://lifehacker.com/blame-this-windows-10-bug-for-your-recent-vpn-issues-1842587669

https://hothardware.com/news/microsoft-windows-10-kb4554364-update-vpn

 

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