Your comments

Yeah it never really got fixed. In fact it's gotten worse as it now prompts the customer to approve when we attempt to do a remote update. And the phrasing makes it sound like you've been hacked so people get freaked out and call us confused.

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.

Adrewstop, what happens is when we are remoted in to a customers computer to say put a new product key in as soon as we launch the user interface kaspersky blocks all interaction. and the only to fix it is to close the remote session and restart the session. we still can not interact with kaspersky however.

that pretty much been the issue i am having as well is trying to walk some of our older customers through turning off self defense takes longer than sending them a link to click.

I'm starting to think Kaspersky wants money to make it work or something similar.

As a workaround i have been using screenconnect to load teamviewer's quick support launcher and then just disabling kaspersky until i am done working on the computer. However this is not an ideal solution

I agree is there anything we can do on our end to get this resolved

Has there been any news on this? i see it was reopened 2 weeks ago

I have done that on our access sessions that we have setup. However most of our support sessions are older folks that would rather us just login and fix it without them doing more than clicking a link and typing a code in. Is there no way to get screen connect whitelisted? we didnt have this problem with Logmein or teamviewer so there must be some way to make it work.