Kaspersky
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unable to verify *i'm not a robot*

  • 14 November 2020
  • 38 replies
  • 680 views

on my kaspersky account i went into the licences tab, and wanted to see my current ,still viable ,licence key for Kaspersky total security; but the moment i click on the *show activation code* it opens a pop-up with *confirm that you are not a robot*, but nothing else under it… it’s just text… i can’t do anything… i thought it was my browser, i tried other browsers but nothing worked… i also tried it on another cimputer but it’s the same result…

 

here is the popup (it’s in french)

 

icon

Best answer by Mikhail Shakhov 16 November 2020, 12:43

Hello,

 

the developers plan to release Hotfix of this issue in frames of the bug 4525713 on 19.11.2020.

 

Thank you.

 

 

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38 replies

Userlevel 7
Badge +9

on my kaspersky account i went into the licenses tab, and wanted to see my current ,still viable ,license key for Kaspersky total security; but the moment i click on the *show activation code* it opens a pop-up with *confirm that you are not a robot*, but nothing else under it… it’s just text… i can’t do anything… i thought it was my browser, i tried other browsers but nothing worked… i also tried it on another computer but it’s the same result… 

 

Hello @Swissman65

Welcome!

We can’t find  *show activation code*, we can find Details - image 2, however, selecting that, cannot replicate the *confirm that you are not a robot* issue, nor do we get *confirm that you are not a robot* when we select copy - image 1

 

 

 

 

 

Please tell us:

  1. Kaspersky Total Security version ? On Windows Taskbar, rightclick the Kaspersky icon, select About, a popup window will show the information? 
  2. Has the  *show activation code* ever worked? 
  3. Have cookies been accepted for all browsers, when you access the MyKaspersky website? 
  4. Is MyKaspersky “allowed” in the Kaspersky protection extension, Anti-banner - red indicator - image 2 & 3?
  5. Is MyKaspersky “allowed” in the Kaspersky protection extension, Private browsing - red indicator - image 2 & 4?

Please let us know?

Thank you:pray_tone3:

Flood:whale: +:whale2:

Hi! :)

 

so,

  • my kaspersky version seems to be the latest (i just downloaded it today)(21.2)
  • i guessed in the past it worked, i needed to to a captchat or something similar then it would display the full licence key
  • yes all the cookies have been accepted, since on the extention the options says that since it is kaspersky’s website everything is allowed

the only thing that is different from your screenshots is the fact that the extention, even though she seems to work, is displayed grey and not green… 

but it seems to be working and i am logged on…

the extention beeing gray

 

here is the button in question to display the full key:

 

Userlevel 7
Badge +8

@Swissman65 Welcome.

Without solution from this community please contact K-Lab Technical Support https://center.kaspersky.com/fr 🇫🇷

Userlevel 7
Badge +9

Hi! :) so,

  • my kaspersky version 21.2
  • I guessed in the past it worked, i needed to to a captchat or something similar then it would display the full license key.
  • yes all the cookies have been accepted, since on the extension the options says that since it is kaspersky’s website everything is allowed; the only thing that is different from your screenshots is the fact that the extension, even though she seems to work, is displayed grey and not green… but it seems to be working and i am logged on… 

 

Hello @Swissman65

Thank you for posting back, the additional information & the images:ok_hand_tone3:

  • The gray Kaspersky protection icon, do not worry, we block Kaspersky banners & attempts to collect data, that’s why ours is green & yours is gray. 
  • We do not have *Show activation code*, never ever seen it; there’s a French Moderator, it would be useful if he could please assist, the *Show activation code* may be region specific:thinking:
  • Ooops, well there you go, it’s seems he already has. 
  • Please log a request with Kaspersky Technical Support, fill in the template as in our image, in the problem description, provide specific system & software version information, a detailed history, images & or video if they help explain the problem & the URL/link to this Community topic; Support may request Logs & or other system data, they will guide you if necessary:

 

  • 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 their MyKaspersky account.
  • Please share the outcome with the Community when it’s available? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

understood!

 

i’ve send it and will update this subject if needed/solved!

 

thanks for your help! :)

Userlevel 1
Badge +1

Hi, have you tried clearing your browser’s cookies? Or try to reproduce the operation in incognito mode (without opening other plugins)?

hi @xiongliangchen_CN ,

i tried those two things and it didn’t work either.. :(

Userlevel 1
Badge +1

hi @xiongliangchen_CN ,

i tried those two things and it didn’t work either.. :(

Hello, try to switch the IP. Maybe your IP at this time has been used for network attacks and such problems, causing the IP to enter the blacklist.

i tried with a VPN and same results… i doubt i’d be able to even log on kaspersky’s website if my ip is blacklisted...

Userlevel 7
Badge +9

Hello @xiongliangchen_CN

Welcome!

  • In your MyKaspersky account, do you see the Show activation code icon, the same as @Swissman65 showed in the following image ?

 

 

Please let us know?

Thank you:pray_tone3:

Flood:whale: +:whale2:

Having the same issue. Won’t show me the complete code, asks me to prove I’m not a robot but no captcha or other option. 

Userlevel 7
Badge +8

@Kam Welcome. Please contact K-Lab Technical Support https://center.kaspersky.com 

> Summary > Technical Support Center > Request Technical Support > Create Request

 

Hello @xiongliangchen_CN

Welcome!

  • In your MyKaspersky account, do you see the Show activation code icon, the same as @Swissman65 showed in the following image ?

 

 

Please let us know?

Thank you:pray_tone3:

Flood:whale: +:whale2:

Clicking on “Show activation code” is when the “Please confirm you’re not a robot” message pops up. I’m not the OP, but having the same exact issue.

Userlevel 7
Badge +8

@bhowell63 Welcome. Please see the Post above your Post.

@Berny I have since I commented. It’s obviously a glitch with the site that Kaspersky needs to fix on their end. Support was able to email me the code.

Userlevel 7
Badge +9

Having the same issue. Won’t show me the complete code, asks me to prove I’m not a robot but no captcha or other option. 

Clicking on “Show activation code” is when the “Please confirm you’re not a robot” message pops up. I’m not the OP, but having the same exact issue.

Hello @Kam & @bhowell63,   

  • Thank you both for confirming that you can actually see  “Show activation code”, in our tests, “Show activation code” does not appear. 

Please share the advice you receive from the Kaspersky Technical team, with us, when it’s available. 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 1
Badge +1

Try to enter the developer mode (enter F12 in the browser) and select the "Network" option. This mode has been turned on before entering my.kaspersky.com and try to reproduce this action until this window appears, take a screenshot, and Send the screenshots to technical support, they need to submit to the website management team for resolution. (It doesn’t make sense to send to the forum, because we can’t manage the website. It seems that there is a problem with some configuration of the website, and it happens that your IP is prompted to be verified)

Userlevel 1
Badge +1

Hello @xiongliangchen_CN

Welcome!

  • In your MyKaspersky account, do you see the Show activation code icon, the same as @Swissman65 showed in the following image ?

 

 

Please let us know?

Thank you:pray_tone3:

Flood:whale: +:whale2:

hi:upside_down:

Userlevel 7
Badge +8

we can’t manage the website.

👍

 

Having the same issue. Won’t show me the complete code, asks me to prove I’m not a robot but no captcha or other option. 

Clicking on “Show activation code” is when the “Please confirm you’re not a robot” message pops up. I’m not the OP, but having the same exact issue.

Hello @Kam & @bhowell63,   

  • Thank you both for confirming that you can actually see  “Show activation code”, in our tests, “Show activation code” does not appear. 

Please share the advice you receive from the Kaspersky Technical team, with us, when it’s available. 

Thank you:pray_tone3:

Flood:whale: +:whale2:

 

 

Hi - Yes I can confirm I see the ‘Show activation’ code. the button does not appear to be an option (faded) but when you press the copy one and paste, it it pastes but the 2 sets of middle codes appear as stars like this:   adfadfas-********-********-asdfad 

Userlevel 4
Badge +1

Good evening,

we have received few requests from customers with the same issue. I created the Bug 4568540: [support] "Please confirm you are not a robot" message

and will keep you informed. 

Thank you. 

 

 

Userlevel 4
Badge +1

Hello,

 

the developers plan to release Hotfix of this issue in frames of the bug 4525713 on 19.11.2020.

 

Thank you.

 

 

Userlevel 4
Badge +1

Good evening,

 

the developers have released the fix and published it on Public servers. Please check the issue and inform me about results.

 

Thank you.

Userlevel 7
Badge +7

Partially fixed.

 


The message still appears, but after about 10 seconds it disappears by itself and the complete activation code is visible.

EDIT:
you have to wait until the window disappears by itself. If you click on the 'X' to close it, the code will not be shown.

Userlevel 7
Badge +8

@Mikhail Shakhov Good evening. 
FYI, this issue is not fixed on my side, the message doesn’t disappear.
Also can you please check my KSCloud  licenses in  my account , the option “Activation code” is not available.

Thank you.

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