Hi! Anyone still having trouble?
Here's what I got back from Kaspersky - looks like we might need a guineapig :)
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Dear customer,
Thank you for contacting Kaspersky Lab Technical Support.
I do apologize for the inconvenience that you're having and I understand how important it is for you to get this issue fixed. Rest assured that I am here to help you. My name is Peter and I've been assigned to your case. I will assist you until we've resolved the matter to your satisfaction.
We would be happy to take a look and see what is causing the trouble. I've reviewed the thread which you provided a link to and I couldn't really grasp the exact issue.
a. are clients having trouble with double-characters when entering their username/password?
b. is there an error message or code?
c. does the issue happen when the client enters your main home page or only when they try to login.
To fully diagnose why this is occurring, we will need diagnostics from one of the affected customers. I will provide the steps below or you can ask a client to contact us directly mentioning case INC000005911194 and we will continue the troubleshooting with them directly and provide you with update emails on the issue and the resolution.
d. if you could provide us with a step-by-step scenario of the issue, including screenshots, it would be great.
To start, we'd require the following diagnostics from an affected customer:
1. Step-by-step reproduction screenshots of the issue;
2. A GSI (steps found below);
3. Troubleshooting (steps found after the GSI steps);
→ Get System Information (GSI):
1. Click the link to download the diagnostic utility:
http://media.kaspersky.com/utilities/ConsumerUtilities/GetSystemInfo6.0.exe
2. Once downloaded, run the 'GetSystemInfo.exe' and click 'Accept'.
3. Click on the green 'Play symbol'.
• Note: The process completes in 15 minutes, at most. If after 15 minutes the utility is still running, just manually close the application. Even if it freezes. There will be a *.zip file on the desktop. If not, run the application again - but this time, right-click the 'GetSystemInfo.exe' file and Run as Administrator.
4. A *.zip file with a name similar to this will be saved on your desktop automatically:
eg. GetSystemInfo_PC_Name_Username_Date_Time.zip
5. Please reply to this email and attach the *.zip file created.
→ Kaspersky Protection Component:
1. Exit Kaspersky and see whether the issue persists. To do that, simply right-click on the red & black Kaspersky icon in System Tray (on the bottom right corner of your screen), select “Exit” and then click on "Continue".
If the issue persists despite exiting Kaspersky, please let us know. Otherwise, proceed to step #2.
2. Pause Kaspersky protection and check whether the issue persists. To do that, simply right-click the red & black Kaspersky icon in System Tray (on the bottom right corner of your screen) and select “Pause Protection...” then select "Pause" and click on the grey "Pause Protection" button in the bottom. If the issue persists despite pausing Kaspersky, please let us know. Otherwise proceed to step #3.
3. Try to diagnose which Kaspersky Protection component causes the issue: * Open the main Kaspersky window, click the little cog/gear icon in the bottom right corner to bring up the “Settings” menu, and on the left hand side click on "Protection" . Here you will find the list of protection components in order. Please turn off all protection components by sliding their buttons to the left so that they turn grey. Afterwards, switch the first component (File Anti-Virus) 'ON' by sliding the button to the right.
Then check whether the issue persists. If it doesn’t, turn the second component on (Mail Anti-Virus), but leave the first one enabled. Keep turning components on one by one until the issue kicks in.
Please specify which component caused the issue.
Should you encounter any difficulties, please call our Kaspersky Lab Experts at 0203 549 349