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Unable to login into My Kaspersky from desktop application, "Please wait..."


Hello,

Ive been using kaspresky since 5 years  when I installed the application for the first time sign in into my kaspersky worked perfectly but after a complete reinstallation of the windows i’m not able to sign in. After I enter the username password the login process just keeps happening for hours. I tried multipal times even changing the network connection, restarting the computer but nothing works. any suggestions on resolving this.

 

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Best answer by Danila T. 22 April 2021, 06:38

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Userlevel 7
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@AkshayShekhawat Welcome. Can you login here https://center.kaspersky.com 

@AkshayShekhawat Welcome. Can you login here https://center.kaspersky.com 

@Berny yes I can.

Userlevel 7
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@AkshayShekhawat  Can you please specify your Kaspersky version number

? Also, could you please temporary switch to another default Browser ?

Same problem here with latest Kaspersky Security Cloud Free. Stuck in “please wait” and nothing happens after hours.

never had such problem before. 

Userlevel 7
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@OliverJia Welcome. Did you try above suggestion ?

Userlevel 7
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Hello,

Can you login the product connect server later? There may be something wrong with the server or congestion on the network.

Regards.

Userlevel 7
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Hi all!

 

Need try to change password for My Kapsersky account and check issue again.

See this guide: https://support.kaspersky.com/KPC/1.0/en-US/95243.htm

@OliverJia Welcome. Did you try above suggestion ?

Thanks mate.

Tried but still the same issue. This “please wait” window is directly from the Kaspersky Cloud security window, not from a Internet Explorer or Chrome or Firefox browser. Looks like something is wrong with the server.

This has been going on for several days. 

Userlevel 7
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@OliverJia  Can you login here https://center.kaspersky.com  ?

@OliverJia  Can you login here https://center.kaspersky.com  ?

Yes I can log in via Google chrome

Userlevel 7
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@OliverJia Is Chrome your default Browser ?

@OliverJia Is Chrome your default Browser ?

No, it’s a freshly installed Windows 10 21H1 with latest update installed. I think the default browser should be Microsoft chromium-based Edge browser. I uninstalled Google Chrome but the issue persists. However I’m not sure it’s relevant since the problem is with the Kaspersky program window, not with the browsers.

I do have ublock origin plugin installed on Microsoft Edge.

Userlevel 7
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@OliverJia  Can you login here https://center.kaspersky.com  ?

Yes I can log in via Google chrome


Hello,

Could you use system command “tracert uis.kaspersky.com” or “tracert uis.geo.kasepersky.com” to check whether the network connetion to KL servers is normal.

Regards.

Microsoft Windows [Version 10.0.19043.928]
(c) Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>tracert uis.geo.kasepersky.com

Tracing route to uis.geo.kasepersky.com [72.52.10.14]
over a maximum of 30 hops:

  1     9 ms    24 ms     6 ms  LSCrashPad [X.X.X.X]
  2    33 ms    55 ms    50 ms  96.120.77.137
  3    31 ms   135 ms   198 ms  68.86.219.89
  4   424 ms    49 ms    23 ms  162.151.182.9
  5    35 ms    52 ms   105 ms  be-201-ar03.ivyland.pa.panjde.comcast.net [96.108.181.21]
  6   141 ms   134 ms    37 ms  be-31243-cs04.newark.nj.ibone.comcast.net [96.110.42.61]
  7    68 ms    86 ms    45 ms  be-2411-pe11.newark.nj.ibone.comcast.net [96.110.33.254]
  8    38 ms   101 ms   107 ms  66.208.229.226
  9    23 ms    22 ms    53 ms  ae-1.r21.nwrknj03.us.bb.gin.ntt.net [129.250.6.86]
 10    62 ms    37 ms    83 ms  ae-3.r25.asbnva02.us.bb.gin.ntt.net [129.250.6.116]
 11    23 ms    50 ms    34 ms  ae-0.a02.asbnva02.us.bb.gin.ntt.net [129.250.5.190]
 12    49 ms    76 ms    43 ms  165.254.191.122
 13    83 ms    81 ms   102 ms  po111.bs-a.sech-iad.netarch.akamai.com [209.200.144.194]
 14     *        *        *     Request timed out.
 15    58 ms    57 ms    47 ms  ae120.access-a.sech-iad.netarch.akamai.com [209.200.144.197]
 16    23 ms    34 ms    15 ms  a72-52-10-14.deploy.static.akamaitechnologies.com [72.52.10.14]

 


C:\WINDOWS\system32>tracert uis.kaspersky.com

Tracing route to uis.geo.kaspersky.com [4.59.181.233]
over a maximum of 30 hops:

  1     2 ms    50 ms     3 ms  LSCrashPad [x.x.x.x]
  2    19 ms    11 ms    14 ms  96.120.77.137
  3    16 ms    13 ms    25 ms  68.86.219.89
  4    17 ms    16 ms    18 ms  162.151.182.9
  5    18 ms    14 ms    16 ms  be-201-ar03.ivyland.pa.panjde.comcast.net [96.108.181.21]
  6    19 ms    20 ms    15 ms  ae-13.bar4.Philadelphia1.Level3.net [4.68.38.221]
  7    59 ms    40 ms    35 ms  ae-2-23.edge1.Toronto2.Level3.net [4.69.200.238]
  8    39 ms    35 ms    45 ms  KASPERSKY-L.bar1.Toronto1.Level3.net [4.59.180.118]
  9    46 ms    47 ms    36 ms  4.59.181.233

Trace complete.

 

Userlevel 7
Badge +11

@AkshayShekhawat & @OliverJia

Also, is this the first time, via the application, you’ve logged into https://my.kaspersky.com/? IF “yes”, did you receive either of the following:

  1. A prompt to accept cookies? 
  2. A eCaptcha prompt? 

Please let us know? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 7
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@OliverJia please see my post and try this solution:

 

 

Userlevel 7
Badge +5


C:\WINDOWS\system32>tracert uis.kaspersky.com

Tracing route to uis.geo.kaspersky.com [4.59.181.233]
over a maximum of 30 hops:

  1     2 ms    50 ms     3 ms  LSCrashPad [x.x.x.x]
  2    19 ms    11 ms    14 ms  96.120.77.137
  3    16 ms    13 ms    25 ms  68.86.219.89
  4    17 ms    16 ms    18 ms  162.151.182.9
  5    18 ms    14 ms    16 ms  be-201-ar03.ivyland.pa.panjde.comcast.net [96.108.181.21]
  6    19 ms    20 ms    15 ms  ae-13.bar4.Philadelphia1.Level3.net [4.68.38.221]
  7    59 ms    40 ms    35 ms  ae-2-23.edge1.Toronto2.Level3.net [4.69.200.238]
  8    39 ms    35 ms    45 ms  KASPERSKY-L.bar1.Toronto1.Level3.net [4.59.180.118]
  9    46 ms    47 ms    36 ms  4.59.181.233

Trace complete.

 

Hello,

OK. It seems the network connection is OK.

Next, do a test. Please enter a fake login name and password to see whether the server return “Invalid password” ? or still “please wait…...”.

BTW. Do you try @Danila T. said login in your account via the internet browers using my.kaspersky.com and change your password first. After do that, try to login via product GUI.

Regards.

@OliverJiaplease see my post and try this solution:

 

 

Hi, @OliverJia Thanks your solution worked. I changed my password and it worked. 
Thanks

Userlevel 7
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@AkshayShekhawat Hi!

Thanks for feedback.