Kaspersky
Question

Connectivity issues with Roblox


Before installing the Antivirus, Roblox worked fine.
After i installed and activated Kaspersky it sometimes wouldnt let the Game load. It would freeze the game but not actually give me a “not responding”.
Waiting also has no effect since the game isnt actually loading from that point on.
When i use a VPN however (this was installed afterwards as a test) the game worked perfectly fine loading me in and everything.

I’ve tried several tweakings with the options but have not yet found any solution to the problem

Thanks for future responses


10 replies

Userlevel 7
Badge +11

Hello @tonicsense 
Welcome!
Please tell us:

  1. Operating system version & build?
  2. KTS version & patch(x)? x=letter? 
  3. Was any AV installed before KTS was installed? If “yes”, please provide name & version? 
  4. If, before installing KTS, a software compatibility check was not run, please do so?
  5. Confirm KTS system requirements?
  6. Was KTS installed according to documented procedures? 
  7. Has Roblox been uninstalled & reinstalled since installing KTS?
  8. What KTS Performance settings have been configured? 
  9. May we have a GSI & Windows Logs please? 
  10. If Roblox is working without issues, when a VN is used, are there any location restrictions interferring? 
  11. Note, I've installed Roblox & played (for the last 4 hours:astonished: ) without any issues & without a VPN, on that basis, may I know the names of a few of the Roblox games that are not working so I can test exactly please? 

Please post back?
Thank you:pray_tone3:
Flood:whale:

Hello @FLOOD 

For now i can answer a few of these questions as im not at home right now the Rest will be answered as soon as i get home. (Will edit this message then)

1.

2.

3. Yes there was Mc-Afee installed. Im unaware of the Version but it was installed

4. I've not seen any of the incompatibal Software in my PC but i will check once im home

5. Yes can confirm but will provide a more specified answer with System specs later

6. Yes i installed kaspersky with the recommended instructions

7. Yes it has been reinstalled atleast 2-3 times.

8. I have reset every to the recommended settings before writing here.

9. (Once im home)

10. As far as my informations go Roblox has only been banned in UAE 

11. Basically any game but ill list 2 games i like including a specified Problem on what happens ingame. 

Miners Haven 

Blox Fruits

Now what happens.

You probably saw the roblox Logo in the right bottom corner spinning. Before installing KTS the Logo spun and it had loaded me ingame. After installing KTS the loading issues began the Logo stopped turning and the whole window just didnt give me anything else except that could close it fullscreen it and minimize it.

On some rare occasions i do manage to get ingame but it doesnt last allto long

The roblox ports are 49152-65535 UDP

And after roblox Support turned out to be useless to me i thought maybe here i would get some answers

Kind Regards,

Tonicsense

 

 

 

 

 

 

Crap didnt  want to mark it as answer

How to undo 

 

Userlevel 7
Badge +11

Hello @tonicsense.

Thank you for replying, the additional information & the “crap”, that was the best bit:grin: , and the easiest to fix, I will ask the Mods to change the status back to “unanswered”. 

  • When you have time please post back with the additional information, also, please replicate the issue, open KTS, select More Tools, select Reports, select Detailed Reports, select All Events, select 24hrs, select Export, save the Report as a .txt file, attach:paperclip: the Report to your reply, along with the outstanding information & data please? 
  • I don’t see “Roblox Logo in the right bottom corner spinning”, there's no delay or lag in the Roblox console loading, nor the response times of the games I tested, which is actually surprising as 1. Roblox is resource heavy. 2. I have a very sl:turtle: w n/w. 
  • In the interim (of your next reply), I’ll test Miners Haven & Blox Fruit. 

Thank you:pray_tone3:
Flood:whale:


 

:arrow_right: Moderators, please change the status of the Topic back to “unanswered.”

Thank you:pray_tone3:
Flood:whale:

@FLOODWelp i’ve sent an updated list to the question you’ve asked. the GSI will be sent as soon as possible

  1.   Your OS is Windows 10 Home 64-bit 10.0.17763 Build 17763
  2.  20.0.14.1085 (i)
  3.  Yes there was Mc-Afee installed. Im unaware of the Version but it was installed
  4.  No incompatible software found
  5.  Aviable physical free disk space 18.3GB, and everything fine. 3GHZ processor
  6.  Yes i installed kaspersky with the recommended instructions
  7.  Yes it has been reinstalled atleast 2-3 times.
  8.  I have reset every to the recommended settings before writing here.
  9.  GSI will be sent as soon as its done and please specify where i can get them,  and what logs you need specificly
  10.  As far as my informations go Roblox has only been banned in UAE 
  11.  Basically any game but ill list 2 games i like including a specified Problem on what happens ingame. 

Kind regards,

Tonicsense

Userlevel 7
Badge +11

Hello @tonicsense,

Thank you for replying and the extra information:ok_hand_tone3:

  • Is there a reason for staying on Windows 10, 17763, 1809, October 2018 & are the Windows updates being applied automatically/successfully? 
  1. For GSI collection: download the GSI tool  GetSystemInfo6.2.zip [ZIP, 10.6 MB] or the executable file GetSystemInfo6.2.exe [EXE, 10.7 MB].
  2. Extract the executable file from the archive & run GetSystemInfo6.2.exe.
  3. In the window Get System Info - End User License Agreement, read the license agreement and, (if you agree to the terms and conditions), click Accept.
  4. By default, the Get System Info report is saved to Desktop under the name GetSystemInfo_<COMPUTER NAME>_<user name>_MM_DD_YYYY_<creation_time>.zip.  
  5. To save the report to a different place, click the settings button in the Report file field and select the folder.
  6. Include the Windows event logs to the report, by selecting the check box :ballot_box_with_check:Include Windows Event logs (see image at the end of my reply)
  7. Click the start button, the Logs / reports collection may run for a long time, do not worry, allow it to run to completion.
  8. When the GSI is complete, upload the .zip folder to your Topic, if there’s an upload error, (in the last 10 days, some Community members have reported problems uploading .zip folders), upload to any cloud storage & post the share link please?

     

Also, I’ve now seen the rotating :black_square_button: 

Thank you:pray_tone3:

Flood:whale:

@FLOODWhere would i upload that GSI file. its not lettin me

Userlevel 7
Badge +11

Hello @tonicsense

  • Upload to any cloud service, for example: Google Drive, Megadrive, OneDrive, Dropbox… 
  • Post the share link in your Topic please?

Thank you:pray_tone3:

Flood:whale:

 

Here you go @FLOOD this should be it. i think https://drive.google.com/open?id=1siVa5kbadHI21jS8ajnBic-rdhYFxU3b

Also normally my computer informs me on updates but i guess it didnt this time. i have applied the updates now.

awaiting further responses
-tonicsense

 

Userlevel 7
Badge +11

Hello @tonicsense,

Thank you for the data:ok_hand_tone3:  

  1. Was the GSI & Windows Logs run before or after the updates were applied?
  2. Please replicate the issue, open KTS, select More Tools, select Reports, select Detailed Reports, select All Events, select 24hrs, select Exportsave the Report as a .txt file, attach:paperclip: the Report to your reply please? 

Please let me know?

Thank you:pray_tone3:

Flood:whale:

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