FREQUENTLY ASKED QUESTIONS

1. What's new in the latest version of the application (Standard, Plus, Premium)

The latest version of the application introduces the following new features and improvements:

• Now you can resize the application window.
• Improved Smart Home Monitor. A link to the router settings has been added to the Router device card.

• Improved Game Mode and Do Not Disturb Mode:
  • Game mode is now enabled not only when you run games in full-screen mode.
  • If Do Not Disturb Mode and Game Mode are enabled in the Kaspersky application, notifications are not displayed in Kaspersky VPN Secure Connection and Kaspersky Password Manager installed on the same device.

• Improved procedure for installing the Kaspersky Protection extension in the browser. The Security section now includes extension installation statuses for browsers.
• The post-installation chat with the user now includes information about new application components: Smart Home Monitor, Remote Access Detection, and Identity Theft Check.
• Improved the description of the Kaspersky VPN functionality that is displayed at the first start of Kaspersky VPN from the Kaspersky window.

• Improved main application window:
  • Events of enabling and disabling the Game Mode and Do Not Disturb mode have been added to the History block.
  • Component blocks now all look the same.

• Improved application notifications:
  • Notifications now include graphical images corresponding to the topic of the notification.
  • The text of notifications about accessing the websites with possible data loss has been improved.
  • Added cryptojacking notifications.
  • Added cryptocurrency scam notifications.
  • Improved potential computer speedup notification. The notification now includes analysis results.

• Improved Customer Service window. The window now lets you make a screen recording to help analyze the problem.

2. How to install the latest version application on your computer

The application is installed on your computer in interactive mode using the Setup Wizard.

• To Install the Application on your computer.
  • If you have downloaded the application from the Internet, launch it. The application is then installed using the standard Setup Wizard. In this case, the Wizard displays several additional installation steps for some localization languages.

The Setup Wizard goes through the following steps:

1. Starting installation

• During this step, the Wizard prompts you to install the application.
• Depending on the installation type and the localization language, during this step the Wizard may prompt you to view the End User License Agreement concluded between you and Kaspersky, and ask whether you want to participate in Kaspersky Security Network. (Reviewing the End User License Agreement, Reviewing the Kaspersky Security Network Statement)

2. Installing the application

• Installation of the application can take some time. Wait for it to finish. Upon installation completion, the Setup Wizard automatically proceeds to the next step.

The application performs several checks during installation. These checks may detect the following problems:

• Non-compliance of the operating system with the software requirements. During installation the Wizard checks the following conditions:
  • Whether the operating system and Service Pack meet the software requirements;
  • All the required applications are available;
  • The amount of free disk space is enough for installation;
  • The user installing the application has administrator privileges.

If any of the above-listed requirements are not met, a corresponding notification is displayed.

• Presence of incompatible applications on the computer. If any incompatible applications are detected, they are displayed in a list on the screen, and you will be prompted to remove them. Applications that cannot be removed automatically must be manually removed by clicking the Remove manually button. (See below the incompatible software removal window)

• When removing incompatible applications, you will need to restart your operating system, after which installation of Kaspersky continues automatically.

Installing Kaspersky Password Manager together with Kaspersky Plus or Kaspersky Premium

Before completing the installation, Kaspersky also prompts you to install Kaspersky Password Manager to protect your passwords. The installation of Kaspersky Password Manager may continue after finishing the installation of Kaspersky, there is no separate notification about completing the installation of Kaspersky Password Manager.

Kaspersky Password Manager is not included in Kaspersky Standard plans. If you want to use Kaspersky Password Manager for password protection, you can download and install it as a separate application or switch to Kaspersky Plus.

3. Completing the installation

• During this step, the Wizard informs you of the completion of application installation.
• All necessary application components will be automatically started immediately after installation is complete.
• In some cases, you may need to restart your operating system to complete installation.

Along with the application, plug-ins for browsers are installed to ensure safe Internet browsing.

• In order for Kaspersky to fully support browsers, the Kaspersky Protection extension must be installed and enabled in the browsers. The Kaspersky Protection extension injects a script into the web page opened in Protected Browser and into traffic. The application uses this script to interact with the web page and to transmit data to banks whose websites are protected by the Safe Money component. The application protects data transmitted by the script using a digital signature. The application can embed the script without using the Kaspersky Protection extension.

Kaspersky Plus or Kaspersky Premium is installed together with Kaspersky VPN Secure Connection intended for establishing a secure connection via Virtual Private Network (VPN). You can remove Kaspersky VPN Secure Connection separately from the Kaspersky application. If the use of a VPN is prohibited in your country, Kaspersky VPN Secure Connection is not installed.

If you downloaded the application from your My Kaspersky account, after installation, the application is automatically activated with the subscription from your account.

3. Installing Kaspersky Standard, Plus, Premium on top of other Kaspersky applications.

The application can be installed over the following Kaspersky applications:

• Kaspersky Anti-Virus
• Kaspersky Internet Security
• Kaspersky Total Security

When you install the new application, previously installed Kaspersky Anti-Virus, Kaspersky Internet Security, and Kaspersky Total Security applications are removed. The license of a removed application can be used for the new Kaspersky application, with the exception of the Kaspersky Total Security license. The settings of removed applications are kept.

4. How to activate a subscription (Kaspersky Standard, Plus, and Premium) on your device. If you purchased a box or an activation card.

If you purchased a box or an activation card in a shop, you need an activation code to activate the application. You can find the activation code on the box, in the documentation, or on the backside of the card. The activation code is a unique sequence of twenty digits and Latin letters in the format xxxxx-xxxxx-xxxxx-xxxxx.

The countdown for the expiration of a subscription activated with an activation code starts from the date when you activate the application on the first device.

If you have purchased an activation card:

1. Open the My Kaspersky website on the device you want to protect.
2. Create a My Kaspersky account or sign in to an existing account.
3. Under Already have an activation code? in the lower part of the page, enter the activation code in the entry field. (See below the adding the activation code window)

4. Click the Add button.

If the activation code was added successfully, the Subscriptions section displays the subscription panel.

5. Click the subscription panel. (See below the subscription dashboard window)

6. In the subscription information window, click Download to download the app to your device. (See below the subscription window)

7. Install the application, After the application has been successfully installed, it will be activated automatically according to the terms of your subscription

5. What is the My Kaspersky Portal and How does it work

My Kaspersky is your account for managing the security of all your devices.

• From your account, you can, for example:
  • Remotely manage Kaspersky applications installed on your devices;
  • View information about your subscriptions and their terms;
  • Download purchased applications and free or trial versions;
  • Remotely lock your mobile device, locate it, and protect private data if your device is ever lost or stolen;
  • Protect your children against the dangers associated with the use of applications and the Internet;
  • Securely store your private information such as your passwords or bank card details;
  • Contact Customer Service to get assistance.

6. What to do if the maximum number of activations for the entered activation code is exceeded?

When activating the application, you may get the error message "You have exceeded the maximum number of activations allowed for the entered activation code".

Cause: You can activate an application with the same activation code a limited number of times due to anti-piracy measures. The error may appear in the following cases:

• You installed and activated the application on a new device.
• You reinstalled the application after upgrading the operating system on your computer.
• You removed the license and activated the application several times.

Solutions: To reset the activation counter, submit a request to Kaspersky Customer Service (https://support.kaspersky.com/b2c/ph#contacts) by choosing the topic of your request. In your request, please provide the following information:

• If you purchased your license on the Kaspersky website, specify the email address you entered when completing the purchase.
• If you purchased your license in the online store of a different company, attach a screenshot or copy of the email sent to you with your activation code.
• If you purchased the application offline on a CD, attach a photograph of the card or brochure with the activation code printed on it.
• If you purchased the activation card, attach a photograph of the flip side of the card with the activation code printed on it.

7. What to do if activation stops with the "Activation code is invalid for this region" error?

Cause: The error "Activation code is invalid for this region" occurs if you attempt to activate the application with an activation code that was intended for use in another country or region. For example, you may have gotten this error if you bought or downloaded Kaspersky Total Security in your home country and then tried to activate it while abroad.

Solutions: To avoid this error, activate the application in the country you purchased it in.

This error can also occur if you are using VPN while activating the application. For example, you have Secure Connection enabled in Kaspersky VPN Secure Connection. Disable Secure Connection and try to activate the application again.

If the issue persists, submit a request to Kaspersky Customer Service (https://support.kaspersky.com/b2c/ph#contacts) by choosing the topic of your request. In your request, provide the following information:

• A region where you tried to activate the application
• Activation time and date
• Activation code of 20 symbols (four groups of five characters)
• IP address of the computer on which the application is installed. To find out your IP address, you can use one of these services.
• Your Internet service provider and a screenshot of the main application window of the application you tried to activate.

8. What to do if activation stops with the “Activation code is not suitable for this application" or “The entered activation code does not apply to this application” error?

Cause: There can be one of the following reasons:

• Your activation code applies to a different application.
• You are entering the code issued in 2011 or earlier.

Solutions: If you are entering the code issued in 2011 or earlier, submit a request to Kaspersky customer service (https://support.kaspersky.com/b2c/ph#contacts)  by choosing the topic of your request.

If your activation code applies to a different application:

1. Find the application that can be activated with your activation codes.
2. Download the latest version of the application that corresponds to your activation code from the Kaspersky website:
3. Install the latest version of the application and activate it with the code.

9. What are the NEW 4 Pillars of Kaspersky

• Security
• Performance
• Privacy
• Identity

10. What are the NEW 4 Pillars of Kaspersky

• Standard
• Plus
• Premium

11. Hardware and System Requirements

General requirements

• 1500 MB free disk space on the hard drive
• Processor that supports the SSE2 instruction set (except ARM).
• Internet access (for the application installation and activation, for the use of Kaspersky Security Network, and for updating databases and application modules)
• Microsoft Windows Installer 4.5 or later
• Microsoft .NET Framework 4 or later
• Microsoft .NET Desktop Runtime 6.x (6.0.10 or higher).
• Webcam access protection is provided only for compatible webcam models

Operating system requirements

For the Safe Browsing, Anti-Banner, and Safe Money protection components to work, the Base Filtering and Engine service must be running in the operating system.

Browser support

The following browsers support installing the Kaspersky Protection extension:

• Chromium-based Microsoft Edge 77.x – 107.x;
• Mozilla Firefox versions 52.x – 107.x;
• Mozilla Firefox ESR 52.x, 60.x, 68.x, 78.x, 91.x, 102.x;
• Google Chrome versions 48.x – 108.x.

The following browsers support On-Screen Keyboard and scanning of encrypted connections:

• Chromium-based Microsoft Edge 77.x – 107.x;
• Mozilla Firefox versions 52.x – 107.x;
• Mozilla Firefox ESR 52.x, 60.x, 68.x, 78.x, 91.x; 102.x;
• Google Chrome 48.x – 108.x.

The following browsers support Protected Browser mode:

• Microsoft Internet Explorer 11.0;
• Chromium-based Microsoft Edge 77.x – 107.x;
• Mozilla Firefox versions 52.x – 107.x;
• Mozilla Firefox ESR 52.x, 60.x, 68.x, 78.x, 91.x, 102.x;
• Google Chrome 48.x – 108.x;
• Yandex Browser 18.3.1 – 22.11.2 (with limitations).

Newer versions of browsers can be supported if the browser supports the corresponding technology. Kaspersky supports Google Chrome and Mozilla Firefox in 32-bit and in 64-bit operating systems.

Requirements for tablet computers

• Microsoft Windows 8, Microsoft Windows 8.1, Microsoft Windows 10, Microsoft Windows 11;
• Intel Celeron processor with a clock speed of 1.66 GHz or faster;
• 1000 MB free RAM.

Requirements for netbooks

• Intel Atom CPU 1.60 GHz or faster;
• 1024 MB free RAM;
• 10.1-inch display with 1024x768 screen resolution;
• Intel GMA 950 graphics core or later.