Kaspersky
Question

Secure Connection [moved]

  • 30 August 2019
  • 5 replies
  • 712 views

When I try my Kaspersky Secure Connection my internet speed drops to the point of being unuseable.
How can I make it faster?
KDA

5 replies

Userlevel 7
Badge +10
When I try my KSC, my internet speed drops to the point of being unusable. How can I make it faster? KDA
Hello KDA,
Welcome!
Please tell us:
(1) Operating system full name? version? build?
(2) KSC version?
(3) Any other Kaspersky software:
"yes".
(3a) Free? or licensed? (see note at the end of my reply)
(3b) Full name? version? patch(x)? x=letter
"no"
(4) What other applications are active, in use, when speed drops?
(4a) Does speed drop (when KSC is active) happen 24 x 7?
(4b) Has KSC been installed for a long time? Installed recently?
(4c)Have you tried any recovery steps?
(4d) What type of network service is installed, Wifi, Broadband, Cable, something else?
Please post back with as much details of the issue as possible?
Thank you🙏🏽

Note: Kaspersky free software has (config) limitations, advertising & no Technical Support. If we know this, we ensure we never waste your time, advising you, for example: "contact Technical Support".
(1) Operating system full name? version? build? "Windows 10 Version 1903"
(2) KSC version? "Internet security"
(3) Any other Kaspersky software: "NO"
"yes".
(3a) Free? or licensed? (see note at the end of my reply) "licensed"
(3b) Full name? version? patch(x)? x=letter
"no"
(4) What other applications are active, in use, when speed drops? "makes no difference"
(4a) Does speed drop (when KSC is active) happen 24 x 7? "Yes, switch it on, speed drop, switch secure connection off, speed return to normal"
(4b) Has KSC been installed for a long time? Installed recently? "About 8 months, but had this problem last year when I first tried Secure Connection"
(4c)Have you tried any recovery steps? "No"
(4d) What type of network service is installed, Wifi, Broadband, Cable, something else? "Wifi internally with ADSL connection to internet. About 7-8mbps connection download speed"
Please post back with as much details of the issue as possible?

I hope this provides you with a good picture of my problem.
KDA
Userlevel 7
Badge +10
Hello @KDA,
Thank you for posting back.
(1) KSC version ?:



---
(2) Q: What other applications are active, in use, when speed drops?
(2) A: "makes no difference"
If nothing is: active, being used, how is "speed drop" identified?
(3) How often is KSC used, enabled, activated?
(4) Please list all internal network devices?
(5) Is there any anti-virus software in use? If "yes" please provide name & version?
Please post back?
Thank you🙏🏽
(2) Q: What other applications are active, in use, when speed drops? Prior to and during speed test with Secure Connection active; Ping 15 ms, download speed 7.7 mbps, upload speed 0.9 mbps. With secure connection Ping 665ms, download speed 6.7 mbps, upload speed 0.5 mbps. Applications running on computer at the time were Chrome, Outlook, excel, photoshop, Photos app,
(2) A: "makes no difference"
If nothing is: active, being used, how is "speed drop" identified? I use Iinet Speed Test on Chrome browser.
(3) How often is KSC used, enabled, activated? Version 20.0.14.1085 (c). Activated for short time only. It has always been slow for me. Problem is worse now than last year as I am limited to a connection through Germany. (Need to spend money to get more options.)
(4) Please list all internal network devices? NAS, laptop couple of smart phones on wifi.
(5) Is there any anti-virus software in use? If "yes" please provide name & version? Yes, Kaspersky Internet Security. updated March 2019 with renewed subscription.
The impact on the browser is quite easy to see as I turn the Secure Connection on and off with out doing anything else to the computer.

Below is a snap shot of the speed test
Cheers
KDA

Userlevel 7
Badge +10
KSC20.0.14.1085(c)(UL), KIS20.0.14.1085(c)(P), Active apps: Chrome, Outlook, excel, photoshop, Photos app, Dev's conx'd via wifi: NAS, laptop, mobiles-smartphones (androids?)
Hello @KDA,
Thank you for posting back & the additional information.
There's a bunch of stuff we could do/try to diagnose/troubleshoot & maybe solve, my thoughts are, it would be good for Kaspersky Technical Support to assist you, except, by the sound of it, KSC is unlicensed, ref: "I'm limited to single virtual location, need to spend money to get more options".
According to Kaspersky guidelines, Tech Support is only available to users of licensed software, however, you have KIS, premium, so maybe, they might help. At they very worst, all they can say is "no",
To contact TS, https://support.kaspersky.com/b2c, select Location, select General product use, select from options:
Phone (not available all locations)
Online Chat (not available all locations)
Submit a request: link redirects to MyKaspersky web portal, sign into your https://my.kaspersky.com/ account, go to https://my.kaspersky.com/techsupport#/requests/new, fill out template, as per my image:


As well as providing as much info as possible, ensure you mention you have KIS Premium.
If TS are unwilling to assist, or if you decide to not try TS, please post back?
Thank you🙏🏽

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