Kaspersky
Question

secure connection just says starting wont open [MOVED]

  • 15 February 2020
  • 14 replies
  • 176 views

any help would be great

 

//Mod Note: moved to the correct section.


14 replies

any help would be great

also i have tried redownloading and the like so skip that advice

 

Userlevel 7
Badge +9

Hello @mattw4356,

Welcome!

  1. The topic is in Kaspersky Internet Security Category, but, if I understand correctly, the problem is with the Kaspersky Secure Connection application, is that correct?
  2. Is this the first time Kaspersky Secure Connection has been installed, used?
  3. What operating system is Kaspersky Secure Connection installed on?
  4. Is Kaspersky Secure Connection licensed?

Please let us know?

Thank you:pray_tone3:

Flood:whale:

no ive had it for years I downloaded an update for it now it just says starting cant actually use it

also it mac

 

and considering i got it off the app store pretty sure its licenced looool

 

Userlevel 7
Badge +9

Hello @mattw4356,

Thank you for replying:ok_hand_tone3:

Please tell us:

  1. Mac OS version?
  2. Kaspersky Secure Connection version & patch? 

Thank you:pray_tone3:

Flood:whale:

OS catalina version 10.15.3

i think the secure connection version is 2.4.0.63

Userlevel 7
Badge +9

Hello @mattw4356,

Kaspersky Secure Connection free version is installed unless a Premium Subscription is purchased.

The Kaspersky Secure Connection Premium version is separate from the Kaspersky Internet Security License. 
Free Kaspersky Secure Connection comes pre-installed with Kaspersky Internet Security. 

Free Kaspersky Secure Connection has:

  1. Virtual remote location selected automatically.
  2. No Technical Support. 
  3. Advertising
  4. 200mb daily data limit, increases to 300mb if a one time connection to your MyKaspersky account is made.

Thank you:pray_tone3:

Flood:whale:

 

patch i cant find any info on

i have the paid version it just says starting the app will not open past a loading circle that says starting

 

i cant change region i cant turn on the connection or turn it off in any way

 

 

so yeah this is the screen

Userlevel 7
Badge +9

Hello @mattw4356,

Thank you for replying and the additional information:ok_hand_tone3:

In the Activity Monitor, how many KSC pocesses are active?

  • I appreciate you’ve advised “ i have tried redownloading and the like so skip that advice”, however, if you could reinstall Kaspersky Secure Connection, alternatively, please contact Kaspersky Technical Support.

Support can be via logging a case in the MyKaspersky account, Phone (not available all regions), or OnlineChat (not available all regions).

The Support Team will require (Mac) Logs, images and they may request Traces, captured as the issue is replicated. If Traces are required the Support Team will provide the correct steps to capture the Logs. 

After logging the request, you’ll receive an automated email with an INC+12digits reference #, then, normally within 5 business days, a Kaspersky Technical Support human will contact you, also by email; you can continue to communicate with them via email or by updating the INC in your MyKaspersky account.

Please let us know what they say?

Thank you:pray_tone3:

Flood:whale:

Resources:

Kaspersky Secure Connection for Mac

Mac/KSC library

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