What to do in case of antivirus databases update problems



Kaspersky Internet Security 2012


What to do in case of antivirus databases update problems

Back to "Troubleshooting"
2014 Aug 27 ID: 6356

If any problems occur during the update of antivirus databases of your Kaspersky Lab product, perform the following actions:

1. Check your Internet connection

Check if offline mode (Work Offline item) is enabled in Internet Explorer. If the Work Offline item is enabled, click the item to disable it.

Check if you have the Internet access: launch the Internet Explorer browser and open the  www.kaspersky.com website. 

2. Configure Firewall

If Firewall is installed on your computer, make sure that an allowing rule is created for the process avp.exe in the Firewall settings. 

Firewall secures your computer protection on local networks and the Internet. Firewall is a program which monitors data transferred via the Internet or local networks. According to the Firewall settings, it blocks or allows data transferring.

3. Check whether third-party anti-virus software is not installed on your computer

Make sure that no third-party anti-virus software incompatible with your Kaspersky Lab product is installed on your computer.

You can find lists of applications incompatible with Kaspersky Lab products in the following articles of Kaspersky Lab Knowledge Base:

If you have found applications incompatible with your Kaspersky Lab product, remove them manually:

4. Check if Kaspersky Lab servers are accessible

Make sure that you can access Kaspersky Lab update servers:

  1. Open this page.
  2. Click any link from the list of web addresses.
  3. If the web page opens, then Kaspersky Lab servers are accessible.

5. Contact your provider to identify your Internet connection settings

Contact your Internet service provider to identify whether your Internet connection is set correctly.

6. Make sure that your computer is not infected

Scan your computer for viruses. You can use one of the following options:

7. Try to update antivirus databases once again

Try to update anti-virus databases of your Kaspersky Lab product once again:

8. Contact Kaspersky Lab Technical Support

If the recommendations given above did not help, create a request to Kaspersky Lab Technical Support via the My Kaspersky service.

In the request, describe your problem in all details and provide the following info:

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Applies To:

  • Kaspersky Internet Security 2010
  • Kaspersky Anti-Virus 2010
  • Kaspersky PURE
  • Kaspersky Internet Security 2011
  • Kaspersky Anti-Virus 2011
  • Kaspersky PURE Release 2
  • Kaspersky Small Office Security 2.0 (PC)
  • Kaspersky Small Office Security 2.0 (FS)
  • Kaspersky Internet Security 2012
  • Kaspersky Anti-Virus 2012



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