zip archive containing the report as an attachment in a reply to this email. GetSystemInfo_PC_Name_Username_Date_Time.zipĥ. A *.zip file with a name similar to this will be saved on your desktop automatically: eg. The process can take up to 10 minutes and the progress bar may remain below 10% for most of the time.Ĥ. Run the GetSystemInfo.exe and click Acceptģ. Download the utility GetSystemInfo.exe from the following direct link: (click on it to initiate download).Ģ. Please create the GetSystemInfo report like so:ġ. Open Kaspersky > Settings > Threats and Exclusions > Specify trusted application > Select the application > Check on the first 4 box and click add. Please specify which component caused the issue.

Keep turning components on one by one until the issue kicks in. If it doesn’t, turn the second component on (Mail Anti-Virus), but leave the first one enabled.

Afterward, switch the first component (File Anti-Virus) 'ON' by sliding the button to the right. Please turn off all protection components by sliding their buttons to the left so that they turn grey. Here you will find the list of protection components in order. Try to diagnose which Kaspersky Protection component causes the issue: * Open the main Kaspersky window, click the little cog/gear icon in the bottom left corner to bring up the “Settings” menu, and on the left-hand side click on 'Protection'. If the issue persists despite pausing Kaspersky, please let us know. To do that, simply right-click the 'Green Shield' 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. Pause Kaspersky protection and check whether the issue persists. If the issue persists despite exiting Kaspersky, please let us know. To do that, simply right-click on the 'Green Shield' Kaspersky icon in System Tray (on the bottom right corner of your screen), select “Exit” and then click on 'Continue'. Please perform the following diagnostics:Įxit Kaspersky and see whether the issue persists. Please provide the version of the application. In order to work on this issue, we will need some additional information from you. Is this issue happening on your Android phone or on Windows? We are sorry for any inconvenience caused. Please contact Surfshark VPN and cooperate with them - they know the issue. I'm not a software tester and don't have time for this.

App kaspersky android