Currently I am having issues with Kaspersky blocking my input when i connect to a customers computer. It happens using both support and access sessions.
On access sessions i can set it up before hand to allow interaction with Kaspersky but for support sessions that isn't an option as i may get a cold call from a customer with an issue. Also every time screenconnect updates i have to change the setting in kaspersky again.
Hey Kristen,
I worked with Kapsersky directly on this problem and they issued a private fix for us. It gets rid of the secondary UAC type prompt that is visible on the client end but not through a remote session. I'm not certain, but maybe the PF can be applied for other Kapserky customers?
Hi Mike,
You're more than welcomed to share the PF on this thread or on our forum.
Thank you!
This problem still exists. I just remoted a client and installed Kaspersky Internet Security 2018. I had to advise the client to input the Kaspersky activation code herself as I could still could not click on anything within the Kaspersky window. I do have the most recent version of ConnectWise installed on both host and client machines.
I concur with the above. I've upgraded to the latest version on clients and server. Kaspersky is still making things difficult. It'll prevent any dialog boxes appearing on my screen when I try to specify screenconnect as a trusted application, also when I try to choose to ignore the Elsinore programs. Its a right pain to be honest.
Only 2 hours ago I had to drive to a customers house to reinstall screenconnect as Kaspersky had choosen to block Elsinore app! Im sure Im like many Elsinore Server users : having paid hundreds for remote software and have the majority of customers running Kaspersky...which do you decide to drop!! Or continue with both and have higher stress levels and inconvenience..on a daily basis.
It's been 2 years since I posted this issue. Still no real fix aside from a work around that can not be done remotely.
Does anybody have a fix? At this point i just have the customer type in the product key themselves when i do renewals of Kaspersky.
This problem still exists. I just remoted a client and installed Kaspersky Internet Security 2018. I had to advise the client to input the Kaspersky activation code herself as I could still could not click on anything within the Kaspersky window. I do have the most recent version of ConnectWise installed on both host and client machines.
Hi Danielle,
We installed Kaspersky Endpoint Security and Kaspersky Internet Security and, in both cases, was able to access the Activation dialog and interact with it. For some reason we cannot replicate what you're reporting on our own. When you get the time, please submit a report to our Support team, so we can get to the bottom of this.
https://www.connectwise.com/services/support
Thank you.
I concur with the above. I've upgraded to the latest version on clients and server. Kaspersky is still making things difficult. It'll prevent any dialog boxes appearing on my screen when I try to specify screenconnect as a trusted application, also when I try to choose to ignore the Elsinore programs. Its a right pain to be honest.
Only 2 hours ago I had to drive to a customers house to reinstall screenconnect as Kaspersky had choosen to block Elsinore app! Im sure Im like many Elsinore Server users : having paid hundreds for remote software and have the majority of customers running Kaspersky...which do you decide to drop!! Or continue with both and have higher stress levels and inconvenience..on a daily basis.
Hello,
We are unable to replicate the issue reported. When you get the time, please submit a report to our Support team, so we can tackle this together.
https://www.connectwise.com/services/support
Thank you.
It's been 2 years since I posted this issue. Still no real fix aside from a work around that can not be done remotely.
Does anybody have a fix? At this point i just have the customer type in the product key themselves when i do renewals of Kaspersky.
Hi John,
When you get the time, please submit a report to our Support team.
https://www.connectwise.com/services/support
Thank you.
Hi Danielle,
We installed Kaspersky Endpoint Security and Kaspersky Internet Security and, in both cases, was able to access the Activation dialog and interact with it. For some reason we cannot replicate what you're reporting on our own. When you get the time, please submit a report to our Support team, so we can get to the bottom of this.
https://www.connectwise.com/services/support
Thank you.
Hi Kirsten. I did submit a support ticket back in January 2018 for this (Ticket #9706559) and a solution was never given at that time. I was told that it was out of your hands and to try to put pressure directly on Kaspersky. Was also given info on adding ConnectWise as an exclusion in Kaspersky, but of course I cannot do that remotely either. This issue has been going on ever since then, and even longer from what I have read in the forums. It has never once worked for me while remoting a client to install or make changes to the Kaspersky Internet Security suites (haven't tried Endpoint suite). I always have to do a workaround like using TeamViewer temporarily, or have the client input what I need to since I cannot. Also note that this is specifically when using ConnectWise Control (not Automate).
Hi Kirsten. I did submit a support ticket back in January 2018 for this (Ticket #9706559) and a solution was never given at that time. I was told that it was out of your hands and to try to put pressure directly on Kaspersky. Was also given info on adding ConnectWise as an exclusion in Kaspersky, but of course I cannot do that remotely either. This issue has been going on ever since then, and even longer from what I have read in the forums. It has never once worked for me while remoting a client to install or make changes to the Kaspersky Internet Security suites (haven't tried Endpoint suite). I always have to do a workaround like using TeamViewer temporarily, or have the client input what I need to since I cannot. Also note that this is specifically when using ConnectWise Control (not Automate).
Thank you for the case number. We'll reach out via email to schedule a time to further investigate the issue with you.
Still nothing on this glitch, seems like its been going on for awhile; we just recently updated to the latest version and seems like it keeps happening. It will be extremely helpful if it get resolved.
Hi All,
The Control clients are now on Kaspersky's Whitelist, if anyone runs into an issue please let me know.