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Question

Software open no response, KIS, KAV, KFA do not have this problem. INC000010857583


INC000010857583。Software open no response, KIS, KAV, KFA do not have this problem

10 replies

Userlevel 7
Badge +5
Hello @jiaobaoyun51,
Welcome!
Please let us know what Kaspersky Lab Technical Support advise when they respond to INC000010857583?
Thank you🙏🏽


您好@jiaobaoyun51@jiaobaoyun51@jiaobaoyun51
欢迎!
请让我们知道卡巴斯基实验室技术支持对INC000010857583的建议是什么?
谢谢🙏🏽

I hope to fix this problem as soon as possible.

Userlevel 2
Badge
Hi @jiaobaoyun51

Also,

You can try to add the software in the exclusions in kaspersky:

  1. If the main window of Kaspersky application is not on your desktop, bring it up by double-clicking the Kaspersky desktop shortcut (icon) or by double clicking on the Kaspersky icon in the bottom right corner of the screen;
  2. Click on the Gear icon in the bottom left corner of the Kaspersky window;
  3. On the left side menu select 'Additional';
  4. On the right side menu select 'Threats and Exclusions';
  5. Under 'Exclusions' click on 'Specify trusted applications';
  6. Click 'Add';
  7. Pick an application from the list or click 'Browse' in the bottom left corner to manually locate the application (.exe file).
  8. Check the necessary boxes (or all of them) and press 'Add'
Check if the issue still persists.

Let us know of the results.

Many thanks!
Userlevel 7
Badge +5
I hope to fix this problem as soon as possible.
Hello @jiaobaoyun51,
Thank you for replying.
It's good to know you've raised an INC.
I too hope Kaspersky Technical Support help fix the issue soon.
Please note, Kaspersky Technical Support are a separate entity to this Kaspersky Community portal.
Thank you🙏🏽.
@jiaobaoyun51@jiaobaoyun51@jiaobaoyun51


Hi @jiaobaoyun51

Also,

You can try to add the software in the exclusions in kaspersky:

  1. If the main window of Kaspersky application is not on your desktop, bring it up by double-clicking the Kaspersky desktop shortcut (icon) or by double clicking on the Kaspersky icon in the bottom right corner of the screen;
  2. Click on the Gear icon in the bottom left corner of the Kaspersky window;
  3. On the left side menu select 'Additional';
  4. On the right side menu select 'Threats and Exclusions';
  5. Under 'Exclusions' click on 'Specify trusted applications';
  6. Click 'Add';
  7. Pick an application from the list or click 'Browse' in the bottom left corner to manually locate the application (.exe file).
  8. Check the necessary boxes (or all of them) and press 'Add'
Check if the issue still persists.

Let us know of the results.

Many thanks!

Hello, the exclusion is invalid, the shutdown protection is invalid, the complete withdrawal of KSC is invalid, and the problem does not arise after uninstalling KSC.
Userlevel 2
Badge
Hi @jiaobaoyun51


Thank you so much for your response.

Can you show us a screenshot of what happens when you try to add the application in the exclusions?

Thanks!

@jiaobaoyun51@jiaobaoyun51@jiaobaoyun51



非常感谢你的回复。

您能否向我们显示一个屏幕快照,以了解您尝试在排除项中添加应用程序时会发生什么?

谢谢!

Only KSC has this problem. KIS KAV KFA has no problem. I have tested it.
Userlevel 7
Badge +5
Only KSC has this problem. KIS KAV KFA has no problem. I have tested it.
Hello @jiaobaoyun51,
Thank you for posting back👌🏽.
Have you added the executable or the parent folder?
Have you shared the same information and images with Kaspersky Technical Support?


Only KSC has this problem. KIS KAV KFA has no problem. I have tested it.Hello @jiaobaoyun51,
Thank you for posting back👌🏽.
Have you added the executable or the parent folder?
Have you shared the same information and images with Kaspersky Technical Support?

yes

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