Kaspersky
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Stuck Software Updater


Hi,
My Kaspersky recommended to update my iTune version. Which I did. The download went OK but the install hanged at "Waiting for other updates to complete ...."
The cancel button was, and still is, disabled. I restart my computer. Same status.
So now I have a permanent Warning need to install software update.
Anyway to reset the installer?

Thanks,
Reginfaz
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Best answer by Anton Mefodys 22 December 2020, 10:27

The issue with itunes should be already fixed.

If the issue is still actual somewhy - please create a request to Tech Support

Thank you!!

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25 replies

Userlevel 7
Badge +4
Welcome. If you are not able to easily resolve the issue, please contact Tech Support: https://my.kaspersky.com/support/

Please attach the following items to your Tech Support request:

a. Description of the issue.
b. Screenshot, as needed.
c. GSI
Userlevel 7
Badge +8
Hi, @reginfaz
Try rescanning https://support.kaspersky.com/14705#block2
Userlevel 7
Badge +4

Hello @reginfaz 
We review and handle old topics now and see your topic post. May I ask you was your problem solved in the latest version? Please let's know this situation.
If the problem has solved or fixed, Please mark best answer to the post which could help you solved the problem, We are grateful to invite you to do this.
If the problem hasn't gone, Please let me know, Thanks!
Best regards.

I have this exact same issue and found this post hoping to see an answer.

Kapersky trying to update to iTunes version 12.11 but it is not compatable with Windows 7. How can I stop the Update from happening?

iTunes update stuck in Software Updater? Can’t stop the installation...

Userlevel 7
Badge +4

Welcome. I un-cross-posted your two posts. How long has it been stuck? Please tell us about your Kaspersky version. 

been stuck all day. I have Kapersky Total Security will all updates.

Rebooted several times now I have two iTunes (Important update) notifications.

Now says “Waiting for other updates to complete...”

Can’t “Cancel” update

 

When I tried to manually update iTunes I get the message that I need Windows 10 to update?

But iTunes says it is compatable with Windows 7?

 

 

Userlevel 7
Badge +9

Hello @mrpctek,

  • :a: Also, post a full screen image of the error message please? 
  1. iTunes, Windows System Requirements, Windows 7 or later
  2. Open Kaspersky Total Security, Settings:gear: , select Manage Settings, select Export Settings, save the config file; select Restore Settings
  3. Shutdown the computer using Shutdown, not Restart, power on, login. 
  4. Recheck the iTunes issue? 

Please let us know the outcome? 

Thank you🙏🏽

Flood:whale:+:whale2:

Don’t remember how I did it but I cancelled any updates for iTunes. Let me try to figure out what I did!

Userlevel 7
Badge +9

Hello @mrpctek,

When you have a moment please let us know which KTS version & patch(x) x=letter, is installed in the Win 7 computer → on the Windows Taskbar, rightclick the Kaspersky icon, select About?

Do you mean you cancelled updates for iTunes in iTunes Advanced preferences or in KTS?

 

 

Thank you🙏🏽

Flood:whale:+:whale2:

I had cancelled in KTS but turned back on. Did as you said above. Shut down. Back up, Settings for KTS were Reset. But I get the same message:

 

Don’t know why there are two for the same thing?

KTS version 21.1.15.500 (c)

Userlevel 7
Badge +9

Hello @mrpctek,

Thanks for the update:ok_hand_tone3:

Please follow the steps below & documentation carefully:

  1. Uninstall KTS, save License information only, leave all other check boxes blank, at the completion of the uninstall, shutdown the laptop using Shutdown, not Restart, powered device on, log in.
  2. Check whether any applications installed on the computer are incompatible with Kaspersky Total Security?
  3. Download & install KTS  version 21.2.16.590, at the completion of the install, shutdown the laptop using Shutdown, not Restart, powered device on, log in, make sure KTS is active.
  4. Manually run a Database update
  5. Shutdown the laptop using Shutdown, not Restart, powered device on, log in, make sure KTS is active.
  6. If patch(a) does not apply immediately, you may need to shutdown/restart several times. 
  7. Recheck the iTunes issue? 

Please let us know the outcome? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

What about my account, the other devices on My Kapersky Total Security? Damn, tell me how to turn off the update for iTunes. I barely use the program anyway?

Not happy with that solution.

 

Yes, I figured out how to turn off the notification and the update to iTunes. I’ll think about it later. Your way didn’t sound like you were sure it would work.

Onward,

m

Userlevel 7
Badge +9

Hello @mrpctek

  1. What do you mean “What about my account, the other devices on My Kapersky Total Security?”, doing a clean install on the Windows 7 computer will have no effect on any other devices, nor on your MyKaspersky account. 
  2. If you don’t use iTunes, uninstall it. 
  3. KTS on the Windows 7 device is not up to date.
  4. KTS on the Windows 7 device is not working correctly, an uninstall & clean install is the solution. 

Alternative solution: 

  • Contact Kaspersky Technical Support, fill in the Application malfunction, Other template, in the KTS version field, fill in  21.1.15.500, not  21.2.16.590; include:
  1.  A detailed history?
  2. What caused the problem?
  3. Did you try to solve the problem? How?
  4. Text from an error message? Screenshot? Video?
  5. Community topic URL?
  6. Support may request traces & or other data, they will guide you

 

 

  • 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 your MyKaspersky account.

Please share the outcome with the Community when it’s available? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

Userlevel 7
Badge +3

Hello @mrpctek,

Thanks for the update:ok_hand_tone3:

Please follow the steps below & documentation carefully:

  1. Uninstall KTS, save License information only, leave all other check boxes blank, at the completion of the uninstall, shutdown the laptop using Shutdown, not Restart, powered device on, log in.
  2. Check whether any applications installed on the computer are incompatible with Kaspersky Total Security?
  3. Download & install KTS  version 21.2.16.590, at the completion of the install, shutdown the laptop using Shutdown, not Restart, powered device on, log in, make sure KTS is active.
  4. Manually run a Database update
  5. Shutdown the laptop using Shutdown, not Restart, powered device on, log in, make sure KTS is active.
  6. If patch(a) does not apply immediately, you may need to shutdown/restart several times. 
  7. Recheck the iTunes issue? 

Please let us know the outcome? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

Hi @mrpctek , 

I would add to this advice from Flood, after uninstallation of the current version of KTS, please update iTunes manually, then install latest version of Kaspersky. 

Regards,

Igor

Userlevel 7
Badge +3

There is a bug for the issue - 4593574.

It is necessary to wait for devs reply. 

Followed Flood and Floods uninstall and reinstall. However I have not tried to update iTunes yet using Kapersky’s “Updater” I simply turned off updates for iTunes right now. I don’t want to have the error message for the update starting me in the face. iTunes is not that important to me.

Userlevel 7
Badge +3

The issue with itunes should be already fixed.

If the issue is still actual somewhy - please create a request to Tech Support

Thank you!!

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