FAQ: Common for products

Check if you have received your 20-character activation code for renewed subscription. You will find it in the email from Kaspersky Online Store. It looks like this: XXXXX- XXXXX- XXXXX- XXXXX. If you no longer have your activation code, please contact Technical Support, they we will be assisting you further.

Now that you have your activation code, you can renew your license:

1. Open the main window of your Kaspersky Lab application (double click the icon on Desktop). 
2. In the main window, click Subscription: expired (or License: expired) in the lower-right corner.
   
   

   

3. The Subscription (or Licensing) window with the notification Subscription expired  (or  License expired) will open.
   
   

   

4. Click the cross icon to the right of your key number to delete it.
   
   

   

5. Click Delete to confirm your actions.
   
   

   

6. In the Licensing (Subscription) window, click Enter activation code.
   
   

   

7. Enter the 20-character activation code. You can find it in the user guide or in the email from the online store. 
8. Click Activate.
   
   

   

9. Your Kaspersky Lab application is now activated. Click Finish.
   
   

   

1. Open the main window of your Kaspersky Lab application (double click the icon on Desktop).
   
   

   

2. In the main window, click License: X days remaining in the lower-right corner. The Licensing window will open.
   
   

   

3. Click Enter activation code.
   
   

   

4. Enter the 20-character activation code.
   
   

   

5. Click Save activation code.
   
   

   

Your activation code has been added.

To activate your newly purchased license or subscription for a Kaspersky Lab application, watch this video tutorial on Youtube or follow these steps:

1. Open the main window of your Kaspersky Lab application (double click the icon on Desktop).
2. Click the message License is missing or Subscription is missing in the lower-right corner.
   
   

   

3. In the Licensing window, click Enter activation code.
   
   

   

4. Enter the 20-character activation code. You can find it in the user guide or in the email from the online store.
5. Click Activate.
   
   

   

6. Your Kaspersky Lab application is now activated. Click Finish.
   
   

   

1. Open the main window of your Kaspersky Lab application (double-click the icon on Desktop).
2. Click the lower-right corner with the text Subscription: expired (or License: expired).
   
   

   

3. You will be navigated to the Subscription (or Licensing) window stating Subscription expired (or License: expired).
   
   

   

4. Click the cross icon to the right of your key number to delete it.
   
   

   

5. Click Delete to confirm your actions.
   
   

   

6. Click Enter activation code.
   
   

   

7. Type your 20-character activation code.
8. Click Activate.
   
   

   

9. Your subscription renewal has been successfully activated. Click Finish.
   
   

   

1. Click the link for the application you want to install to download the installation file: Kaspersky Anti-Virus, Kaspersky Internet Security, Kaspersky Total Security, or Kaspersky Small Office Security.
2. Click Download near the latest version of the application.
3. The download will start. The downloaded file will appear in the lower part of the browser window.

4. Wait until the file is downloaded and run the file.

5. In the Welcome window, click the End User License Agreement link. 

6. Read the agreement carefully, and if you agree to all of its terms, click Back.

7. In the Welcome window, click Continue. 
8. Click the link to read the Kaspersky Security Network statement. If you accept it, leave the check box selected and click Install. Please note that together with Kaspersky Anti-Virus 2017, Kaspersky Internet Security 2017, Kaspersky Total Security 2017, Kaspersky Secure Connection will be installed to ensure protected connection to the Internet. 

9. You may get a notification from the User account control (UAC) service after you click Install. To proceed with the installation, enter the administrator password and click Yes.

10. Wait for the installation to complete. Make sure that the check box Run Kaspersky Internet Security is selected and click Finish.

If the solution did not help, please contact us.

If you have an active Kaspersky application installed or you purchased a boxed version of the product, then to retrieve an activation code you only need to send us a screenshot of the key (license number), which consists of 18 or a 32 characters. The key is displayed in the Licence window of your product. To access it, click Licence in the lower-right corner of the main Kaspersky Lab application window. 

The How to take a screenshot guide is available here: http://support.kaspersky.co.uk/general/various/492

Then please contact Kaspersky Lab Technical Support team and provide them with that screenshot.

If the Kaspersky Lab application is not installed and you purchased your license digitally through our e-store, you can retrieve your activation code and other licensing information here or at https://www.findmyorder.com

If for any reason you need to refund your purchase, we suggest you to contact our sales partner Digital River. They handle our online orders and will definitely be able to assist you:

Digital River support hours: Monday to Friday, 8am-6pm, Saturday & Sunday, 8am-4:30pm.

• Call 0203 549 3495 if calling from the UK (please select option #1 for Digital River)

Calls to these numbers will cost 10 pence per minute from a BT landline. Charges will vary when calling from mobile and other network providers.

Alternatively you can contact them on the following local numbers:

• Call +44 (0) 203 3564983 if calling from the UK

Charges apply when calling the above numbers. Daytime calls approx. 5.9p/min. 

Calls from mobiles would vary. Please check with your Telecoms provider for more information.

There is also a completely free of charge option to contact Digital River by email: kaspersky.uk.cs@digitalriver.com

If you do not want your subscription license to be renewed automatically, please do the following:

1. Follow this link to the Kaspersky Lab store .
2. Enter your details as requested.
3. Your order details will be displayed.
4. Under subscription details, click Cancel.
5. Click Continue on the next page.

You may see a pop-up notification saying The webpage you are viewing is trying to close the tab. Click Yes.

Your auto renewal has been stopped. Within 24 hours, you will receive the confirmiation message informing that the auto renewal has been cancelled. If you do not get this email, please check your spam or junk folder.

Your application will still be active until the subscription expiry date.

Alternative link: https://www.findmyorder.com

This section contains the guides for fixing most common installation issues. If you get one of the errors from the list, see the guide below.

The application was not installed

The application was not installed. Your computer may be infected by viruses.

Error occurred during application installation

Error occurred during application installation. Error 1714. Failed to remove the earlier application version

How to fix the issue 

Step 1. Create a restore point

Guide for Windows 10:

1. Search for Create a restore point using the search bar and click on the result.

2. In the System Properties window on the System Protection tab, click Create.

3. Enter the description for the restore point and click Create.

4. When the restore point is created, click Close.

If you use one of the earlier operating system versions, click the link to view the guide on the Microsoft support website:

• Windows XP
• Windows Vista, Windows 7, or Windows 8

Step 2. Make sure you have an activation code for your Kaspersky product

After you create a restore point, make sure you have a 20-digit activation code for your Kaspersky Lab product. You will need to enter it after you reinstall the application.

The code contains Latin letters and numerals divided into four groups of 5 characters.

If you bought the product offline in a box, you will see the activation code on the Quick Start Quide you find in the box.

If you bought the product online, the activation code will be in the e-mail from the online store.

If you lost the activation code, please contact Technical Support via My Kaspersky (requires registration).

Step 3. Delete the files of the earlier installed product versions

1. Download the removal tool  for Kaspersky Lab products.
2. The downloaded file will apper in the lower part of the browser window. Run the file.

3. The tool window opens. To continue, click I agree. 

4. The removal tool will search for remaining files of previously installed Kaspersky Lab products. For successful installation, please remove all detected files. Select the file from the list, type the code from the image and click Remove.

 

5. Confirm the removal.

6. Click OK to restart your computer.

7. Run the tool once again and delete the remaining application files if they were detected.

Step 4. Install the Kaspersky Lab product

If the issue persists or the error you receive is not present in the knowledge base, please create a request to Technical support via My Kaspersky (requires registration).

For information on other possible errors, please refer to the Installation errors section.

If the solution did not help, please contact us.

If you forgot your password, use the guide below to reset it:

Step 1. Download the password reset tool

1. Download the password reset tool .
2. The downloaded file will appear in the lower part of the browser window. Click the arrow near the file name and select Show in folder.

3. The folder with the downloaded archive will open.

Step 2. Extract the files

1. Right-click the archive and select Extract all.

2. In the window that opens click Extract.

3. The window with the KLAPR.bat file will open. Restart your PC in the Safe Mode and run this file.

Step 3. Boot the computer in Safe Mode

Guide for Windows 7/8/8.1:

1. Restart your computer.
2. During restart, press F8 on the keyboard repeatedly.
3. Boot options menu will appear.
4. Select Safe Mode and press Enter.

Guide for Windows 10:

1. Click Start and then select Settings.

2. On the Settings screen, select Update & security.

3. Click Recovery, go to the Advanced startup and click the Restart now button.

4. On the Choose an option screen, click Troubleshoot.

5. On the Troubleshoot screen, select Advanced options.

6. Select Startup Settings.

7. On the Startup Settings screen, click Restart.

8. Wait until boot options appear on the screen and press F4 to boot in Safe Mode.

Step 4. Use the tool to reset your password

1. After your PC boots in Safe Mode, open the KLAPR folder and run the KLAPR.bat file. 

2. When the black screen appears, press any key on the keyboard.

3. You will see the "The operation completed successfully" notification.

4. Press any key to close the tool’s window.
5. Your password has been reset. Restart your computer.

If the solution did not help

If the Kaspersky Lab application still requests a password: 

1. Create a restore point. Click on your operating system to open the guide: 
   • Windows 10
   • Windows Vista / Windows 7

2. After creating a restore point, run the removal tool: 
   • Download the tool using the link in the article and read the guide on how to use the tool.
   • If you downloaded the tools in a ZIP archive, extract the files. Double-click the file to run it. 
   • Remove the applications detected by the tool. If you installed the 2015 version earlier, manually select Kaspersky Anti-Virus \ Internet Security \ Kaspersky Total Security 15.0.2.361 in the drop-down list (as shown on the image below). Other product versions are detected automatically. Type the characters from the image and click Remove. Wait until the removal is completed and restart your PC.

 

3. Install the application once again.

If reinstalling the application did not help, contact Kaspersky Lab Technical Support by submitting a request via My Kaspersky. Find more about using My Kaspersky.