Kaspersky
Question

Unable to Update and Scan

  • 17 May 2019
  • 8 replies
  • 268 views

Hi,

I have 2 problem with Kaspersky Small Office Security

  1. Unable tp update. I clicked the Run Update button, the button become grey color, and it stuck there. No progress for updating database.
  2. I also not able to run Virus scanning. It keep show me Previous Scan Failed. For Quick Scan and Full Scan
I'm running on Windows Server 2016 Standard Edition. Dell Server with Raid 1.

Anyone have idea how to fix this? Thank you.

8 replies

Userlevel 7
Badge +7
Hi,


Please upload the necessary information so that we can help you (Version and build of Kaspersky installed, upload your getsysteminfo (gsi) using the latest available version of it, etc ...).

To generate the getsysteminfo (gsi) check this link: https://support.kaspersky.co.uk/common/diagnostics/3632#block7

Getsysteminfo (GSI) direct download: http://media.kaspersky.com/utilities/ConsumerUtilities/GetSystemInfo6.2.zip

In addition to attaching the gsi file, it is advisable to send the URL link of the Web that is generated with the report, to facilitate the work.

Please upload update logs.

Regards
Userlevel 7
Badge +7
Hi,

Please review your windows event log:

Product: MiPlatform_InstallBase320 -- Error 1904.Module C:\Windows\SysWOW64\winhttp.dll failed to register. HRESULT -2147024769. Contact your support personnel.

Product: MiPlatform_InstallEngine320U -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action reg_x, location: C:\Users\Administrator\AppData\Local\TOBESOFT\MiPlatform320U\, command: regsvr32 /s "MiPlatformX320U.ocx"

Activation context generation failed for "C:\Windows\WinSxS\x86_microsoft.vc80.mfc_1fc8b3b9a1e18e3b_8.0.50727.762_none_0c178a139ee2a7ed\MFC80U.DLL". Dependent Assembly Microsoft.VC80.MFCLOC,processorArchitecture="x86",publicKeyToken="1fc8b3b9a1e18e3b",type="win32",version="8.0.50608.0" could not be found. Please use sxstrace.exe for detailed diagnosis.

The Connected Devices Platform Service service terminated with the following error: Unspecified error.

Product: MiPlatform_InstallBase320. The application tried to modify a protected Windows registry key \SoftWare\Classes\Component Categories\{7DD95801-9882-11CF-9FA9-00AA006C42C4}.

Broadcom NetXtreme Gigabit Ethernet #2: The network link is down. Check to make sure the network cable is properly connected.

Faulting application name: ShellExperienceHost.exe, version: 10.0.14393.2339, time stamp: 0x5b1f1748 Faulting module name: ShellExperienceHost.exe, version: 10.0.14393.2339, time stamp: 0x5b1f1748 Exception code: 0xc000027b Fault offset: 0x0000000000022e37 Faulting process id: 0x114c Faulting application start time: 0x01d50c4e89cfa38a Faulting application path: C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe Faulting module path: C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe Report Id: 8992f50e-ad62-43b0-9757-e286b4545509 Faulting package full name: Microsoft.Windows.ShellExperienceHost_10.0.14393.2068_neutral_neutral_cw5n1h2txyewy Faulting package-relative application ID: App

Etc.....


Please create an incident to your Kaspersky company account.

Regards
Userlevel 7
Badge +7
Hi,

I think you have problems with Windows Installer (Msi), net runtime and perhaps with a disk:

The driver detected a controller error on \Device\Harddisk1\DR3.

An error was detected on device \Device\Harddisk1\DR3 during a paging operation.


Appears leftovers of Kaspersky Small Office Security 17.0.0

Application 'C:\Program Files (x86)\Kaspersky Lab\Kaspersky Small Office Security 17.0.0\avpui.exe' (pid 6576) cannot be restarted - Application SID does not match Conductor SID..


Etc...

Please create an incident to your Kaspersky company account.

Sent your gsi for review by Kaspersky.

Regards
Userlevel 7
Badge +7
Hi,

MiPlatform is another software provided by a courier company. Will that effect to Kaspersky?


I don´t know this software.

Regards
Userlevel 7
Badge +7
Hi,

Noted and thanks.


You´re welcome

Regards
Hi,

Version and build of Kaspersky installed - Kaspersky Small Office Security 6 [ 19.0.0.1088 (d) ]

GSI file can download from https://photos.poly.my/GSI6_BISON_Administrator_05_17_2019_14_46_37.zip

Thank you.
Hi,

MiPlatform is another software provided by a courier company. Will that effect to Kaspersky?

Server has 2 LAN port, and only 1 used. It is connected to Internet for sure.
Hi,

Noted and thanks.

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