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ICE Systems is constantly updated a the list of questions and answers to common issues posted on this page. Please check back on this page frequently, and be sure to review the FAQs on the Kaspersky Labs site. Frequently Asked Questions - Kaspersky
Antivirus Contact ICE Systems Technical Support - email: antivirus@useice.com phone: 877.332.3250 Q: My license
key won't install. What can I do? Q: After installing
Kaspersky Workstation or office's main application no longer runs correctly.
Users are reporting strange VBA errors when they try to save files in our MS
Access database or their MS Excel spreadsheets. What is the problem? Q: I am downloading
the KAV Admin Kit 5.0 from your site. What is the MSDE component and do I need
it? Q: Can the Admin Kit be used to uninstall a Kaspersky application? Q: I am trying to install the Admin Kit on one of our servers.
I only want to install the Administration Server component of the Admin Kit
on the server and the Administration Console on my workstation. The installer
will not let me un-select the Administration Console component. Why? Q: How do I get tracing files of Kaspersky Anti-Virus 6.0\ Kaspersky Internet Security? Q: During install of Admin Kit the following two errors are appearing. Why? Kaspersky Administration Kit Error Error: -1603 Fatal Error During installation. Consult Windows Installer Help (Msi.chm) or MSDN for more information ____________________________________________________________________ Q: My license key won't install. What can I do? A: Check to make sure the date and time are correct on your pc. If they are not correct modify them to the correct settings and try to install the license key again. If the error still persists restart your pc and see if the date/time are still correct. If the date/time are incorrect again then the system date (the computer's date used for internal synchronization) is bad. Experienced Windows users should uninstall Kaspersky, shut down their computers, and upon restart set the system date correctly. New Windows users should uninstall Kaspersky and contact ICE Systems Technical Support. If you have just purchased the Kaspersky product, it may take up to one day before a license key file is accepted for installation. If your key reports as "damaged", "invalid" or "not compatible", wait at least 12 hours and try again. If you are installing multiple products
make sure that you are using the correct key for the associated product and
that you are not exceeding your license entitlement. If you are not upgrading but installing KAV or KIS 6.0 for the first time, you will receive your license key from ICE Systems via email attachment. Save the key file to your computer preferrably in the ‘My Documents’ folder. During the installation process you will see a window with a request to enter product activation information. There will be four options to choose from; select the option ‘Apply existing license key’. After clicking the Next button you will be asked to specify the location of the key file. Click the Browse butto and navigate to the My Documents folder where you saved the key. When you locate the key double-click it. The key will be loaded into the program and the license data will be displayed. Click Next and your key will be loaded. If running KAV Personal Pro, KAV Workstation, or KAV File Server check the folder C:\Documents and Settings\All Users\Application Data\Kaspersky Lab\Kaspersky <product>\5.0\Bases and be sure there is a file named 'black.lst'. If possible, run the Updater program to get new copies of the av database definitions and try to add your key again. If there is no key installed, when you click the red or grey "K" in the system tray the Add Key popup window will appear. If there is a trial key installed delete it. Try again to add your new key. If all attempts fail do the following: 1. Start 'regedit' (Click the Windows
Start button, select Run, type in regedit and click OK) If after performing these steps your key will still not install, uninstall the product via Control Panel-Add Remove Programs. When the uninstall is complete restart your computer. When your machine is back up click here to run the Kaspersky registry cleaner utility. Please read the ReadMe.txt file before running the program. After the registry cleaner finishes reinstall the product and try to add your key again. If it still fails contact ICE Systems Technical Support. Q: Since installing KAV 5.0 when I start my computer I cannot access any programs or get on the Internet for a minute, sometimes longer. Why does it run so slowly like this? A: Whenever your computer is restarted Kaspersky performs a startup scan of all objects and files associated with applications configured to launch when your pc is turned on. This scan can be safely disabled in some cases. Read our PERFORMANCE TUNING guide for information regarding the startup scan. Q: My Updater fails when I start an update. What do I do? A: Are you connected to the Internet? Be sure you are. Also make sure that your firewall software is not blocking Kaspersky. You can turn off your firewall software while you try the update. If still no luck, try resetting your connection to the internet (if using dial-up modem, disconnect and re-dial, if using a broadband cable modem or router disconnect the modem/router and reconnect). Also check to be sure the following folder exists: C:\Documents and Settings\All Users\Application Data\Kaspersky Lab\KAV for <product>\5.0\Bases. If this folder is missing, reinstall KAV. If your Internet access is supplied via a proxy server make sure you configure the Updater settings to use the appropriate proxy settings. You can do this from the Settings tab - Configure Updater - LAN Settings option in the program interface. A valid license key is also required in order to download the AV updates. Q: I use Hotmail for my email. Is it protected by KAV? A: KAV will detect and block any
malicious scripts or embedded HTML that
A: If you want to exclude all files and folders in your C:\WINDOWS folder you need to use the mask: C:\WINDOWS\ If you use the *.* syntax you are telling the scanner to only exclude all FILES in the specified folder, and folder under the WINDOWS folder would still be scanned. Q: KAV
has detected a backdoor threat. My settings are such that any infected or suspicious
file is to be deleted upon detection, however this infected file is not deleted.
When I try to delete it from the KAV interface I get a message that the operation
can not be performed. How can I get rid of this infected file? The best way to apply the saved settings is to copy the folders over the existing folders as soon as a new installation completes and before the computer is restarted. You will need to restart the computer in order for the saved settings to take effect. Q: After installing Kaspersky Workstation or office's main application no longer runs correctly. Users are reporting strange VBA errors when they try to save files in our MS Access database or their MS Excel spreadsheets. What is the problem? A: The problem is likely being caused
by the default settings for the Real-Time Macro protection module. By default
these settings disallow macro execution, something Excel and Access programs
use frequently. To allow your application to run smoothly, while still staying
protected, we suggest that you disable Macro protection by unchecking the box
"Enable real-time VBA macro monitoring" in the Real-Time protection
settings, under the Macro tab. You need to restart your computer after making
this change. You are not losing any protection by making this change; any malicious
macro that could possibly attempt execution would be caught and deleted by default
Real-Time File Protection settings. The VBA macro monitoring tool is intended
for VBA savvy administrators who wish to allow some MS Office related macros
while disabling others. By unsetting the feature you avoid the tedious process
of figuring out which macros to allow and which to avoid. A: Beginning with version 5.0 the KAV File Server has no native GUI. Instead, install the KAV Admin Kit along with the MSDE component (if there is no MS SQL Server installed) and use it for administration. You can read more about the Admin Kit here. You can download the Admin Kit here. Q: I am downloading the KAV Admin Kit 5.0 from your site. What is the MSDE component and do I need it? A: The MSDE component is the Microsoft
Desktop Engine; basically a runtime version of SQL Server. You need this if
the host running the Admin Kit does not already have Microsoft SQL Server installed.
. Only the MSDE component available from Kaspersky can be used. " Kaspersky AV will at times detect remote access programs such as WinVNC or RPCNET as threats due to the nature of the program. The detection of the these programs as threats can cause a serious performance hit on the machines where the programs are ran. If you receive email notifying you that one of these programs has been detected as a threat you can go ahead and take the below action to avoid these detections. If you do not have email notifications configured you will likely be made aware of the detections by users of the affected machine complaining of performance problems. If this occurs check the virus count for the affected workstation. If you notice the count is unusually high run the preconfigured Virus Activity Report located under the Reports icon in the Admin Kit. If you see something like the following in your report then you also can take the below steps to remedy the problem: Object C:\WINDOWS\SYSTEM32\RPCNETP.EXE is infected with the virus not-a-virus:Dialer.Win32.Rpcnet.b To exclude threats like this: - Open your group policy and select the ‘Threats and Exclusions’ tab. C:\WINDOWS\SYSTEM32\RPCNETP.EXE virus not-a-virus:Dialer.Win32.Rpcnet.b Q: I am using the KAV Admin Kit 5.0 and my policies are not taking effect. What should I do? A: Make sure that after creating
your policy settings each setting that you want to take effect is locked. There
is a small lock icon next to each policy setting. Also, policies are applied
from the bottom up; a policy created for a specific group will override a global
policy. Some policies require the effected clients to be restarted, (Hide program
icon is an example). A: This message is a bit misleading. When the Admin Kit is started for the first time the Admin Console requests an authentication certificate from the Admin Server. There will be a message displayed prior to the initial connection stating that the certificate is invalid, with choices to download the certificate from the Admin Server or to specify the location of the certificate. The first choice, downloading the certificate from the server is appropriate for this operation. The certificate is stored in the product files folder under the sub-folder Cert. Q: With the Admin Kit 5.0 whenever I try to make a connection to the server it fails. A: If you are running Windows XP SP2 the default ports that the Admin Server uses might be blocked by the integrated Windows firewall. The default port used by the Admin Server is 13000 SSL, 14000 non-SSL is also available. Make sure these ports, as well as port 15000 UDP (which the NetAgent uses) are available. If you need to change the port that the Admin Server uses you can do so by accessing the localhosts properties in the Admin Console. You have to restart your machine for the change to take effect. To change the port for the NetAgent create a policy for the NetAgent. In the policy options you will be able to change the port number. Also if you are connecting to the Admin Server locally be sure that you specify either the ip address of your local host or enter the word "localhost" as the server name. Do not enter 127.0.0.1 or the computer name. Q: I have installed and configured the Kaspersky Admin Kit. When I open the Admin Console and look at the computers in the group I created, they are all dark red and under the Status column are "Critical". What does this mean? A: Likely the "Critical" status you are seeing is because the computer(s) have not been scanned (On-Demand full scan) or have not had their AV database definitions updated. You can see all of the conditions associated with the colors of the computers in your logical network by right clicking on the server icon (usually called 'localhost' or the ip address of the machine running the Admin Kit) and choosing 'Properties'. The 'Computer status' tab will display the default settings and allow you to modify these as desired. Q: Can the Admin Kit be used to uninstall a Kaspersky application? A: Yes. Any Kaspersky application that was deployed and installed via the Admin Kit and an associated .kpd file can be uninstalled. This excludes the Network Agent package. To uninstall KAV Workstation 5.0 or KAV File Server 5.0 from the Admin Kit follow these steps: 1. Locate the installation packages under the 'Remote Install' icon in the Admin Console. 2. Right click on the package associated with the program you want to uninstall and choose 'Properties'. 3. In the 'Properties' window click the 'Installer Settings' tab and then check the box marked 'Remove application'. 4. Close the 'Properties' window, right click again on the package and choose 'Install'. 5. Create a new task just like the one you created to install the package. When the task is created open the task and click the 'Settings' tab. 6. In the 'Settings' window click the 'Advanced' button in the bottom right corner. In the 'Advanced' window uncheck the first box marked "Do not install on hosts on which this product is already installed". Apply and save your changes, then run the task to uninstall. Q: I am trying to install the Admin Kit on one of our servers. I only want to install the Administration Server component of the Admin Kit on the server and the Administration Console on my workstation. The installer will not let me un-select the Administration Console component. Why? A: Your configuration idea is fine. However anytime you install the Administration Server component of the Admin Kit the Administration Console is automatically installed along with it. You can choose to only install the Administration Console if you wish, without the Administration Server. But you cannot install the Administration Server without the Administration Console. Q: I am installing the Admin Kit on my Domain controller. At the end of the installation I get and error: "Error 1923.Service Kaspersky Administration Kit Server could not be installed. Verify that you have sufficient privileges to install system services." What is causing this? A: During the install when you are prompted to select a specific account to start the Admin Server service do not type in the user name you want to use, instead use the Browse button to locate the correct DOMAIN\USER to start the Admin Server service. For full functionality you should select a DOMAIN\USER that has domain administrator rights. Q:
I needed to reinstall the Admin Kit and MSDE component. Everything went fine
so I created my logical network again. All of my client pc’s still have
the Network Agent installed but when I look at the Properties for any of these
computers I get a message “Can not obtain list of installed applications.”
What is the problem? A: When the Network Agent is installed and synched up with the Admin Server it stores a unique id associated with the specific Admin Server installation. When the Admin Server is reinstalled its unique id changes thus the Network Agent can no longer communicate with the Admin Server. Here is what you need to do: 1. Remove affected computers from
your user created group(s). Q: After I used the Admin Kit ot deploy successfully the Network Agent to all of my computers, I noticed that their icons are still light pink. Why? A: If you right click in the window where your computer’s icons are displayed, and choose Refresh you should see the icons turn dark red or green. Q: What do the different colors of the computer’s icons represent? Half of mine are green, some are dark red, and others are pink. A: You can find out the conditions that cause these color changes by right clicking on the localhost icon (or the ip addr if used) and selecting Properties. Among the tabs in the Properties window is the tab ‘Computer Status’. Click this tab and you will see all of the various conditions and the events associated with each. In general the colors are defined as:
Q: How do I get tracing files of Kaspersky Anti-Virus 6.0\ Kaspersky Internet Security?
Q: We've experienced an error on Win2k Server running IIS that originally occurred 2 years ago. I just installed KAV FileServer 5.0.72?
Create object failed ? An error occurred while creating object 'WScript'. Active Server Pages error '8002802b' Create object failed ? An error occurred while creating object 'JSProxy' Answer Make sure that at step 2 you run the "regsvr32" command from the *If these steps do not work you have to disable the script checker module. This is a version 5 bug reportedly fixed in v6 but not backported* Q: During install of Admin Kit the following two errors are appearing. Why? Kaspersky Administration Kit Error Error: -1603 Fatal Error During installation. Consult Windows Installer Help (Msi.chm) or MSDN for more information A: Disable any anti-spyware applications before installation of the Admin Kit. |
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