While using the app, consider the specific features of your device and follow the guidelines in the documentation for your device.
Known issues in Kaspersky Security Cloud
Kaspersky Security Cloud has the following known issues:
If your device has the power saving mode turned on, the following features have limited functionality:
Security LIVE
Secure Connection
In rare cases, there can be difficulties with activating the trial version of the app. Please contact Kaspersky Lab Technical Support if you get either of these notifications: Trial version is not available or Could not get the trial version.
In rare cases, it may take some time to activate your subscription. To finish the activation process successfully, make sure the device is connected to the Internet and do not sign out of your My Kaspersky account.
When you disconnect the app from the My Kaspersky account, sometimes the app might still suggest using the previous My Kaspersky account. If you select that account, the app returns an error. To use the previous account, enter the credentials manually. To change the account, in the authorization window tap Use another account.
Known issues in Kaspersky Secure Connection
Kaspersky Secure Connection has the following known issues:
In some cases, the amount of used secure traffic displayed in the app may differ from the amount of secure traffic you actually used. This may happen when you use a high-bandwidth connection.
If you use the standard version of Kaspersky Secure Connection and sign in to My Kaspersky, extra secure traffic is added to the standard amount. However, the app may display less secure traffic than you have actually used, and the amount you have used may exceed both the standard limit and the new limit after signing in. As a result, you may get a notification that the traffic limit has been reached even right after more secure traffic is added to your standard amount.
When the app changes the virtual server, the secure connection may be briefly interrupted. Transmitted data is not protected until the secure connection is reestablished.
After you purchase the extended version of Kaspersky Secure Connection, in rare instances there may be a delay of several minutes before the app switches to the extended version.
If your device changes the network when connecting to the Internet, the secure connection may be briefly interrupted. Transmitted data is not protected until the secure connection is reestablished.
If your device is acting as a hotspot and the Internet connection is secured, other devices connected to your hotspot will not be able to establish an Internet connection. To provide an Internet connection for another device, turn off the secure connection on your device.
Changing the virtual server when visiting websites of banks, payment systems, booking websites, social networks, chats, and email websites could possibly trigger anti-fraud systems (systems intended for analyzing online financial transactions for signs of fraudulent activity).
The VPN can be only used by one app at a time. If there is another app using the VPN on your device, you must turn off the VPN for this app before turning on a secure connection in Kaspersky Security Cloud.
If you purchase auto renewed subscription under one My Kaspersky account and then sign in using another My Kaspersky account, when the monthly subscription is renewed, there will be created a new inactive license for a second My Kaspersky account you are signed in. This happens because online stores do not check your My Kaspersky account ID when processing the purchase or renewing the subscription.
If there are apps on your device that help to connect to Wi-Fi networks, Kaspersky Security Cloud may not establish a secure connection for an unsecured Wi-Fi network. This happens because Kaspersky Security Cloud may not get information about a network connection while such apps are working.
If you can't connect to a certain website when using a VPN
Some websites deny access when you try to connect to them through a VPN. Websites may deny VPN access for the following reasons:
Website owners want the licensed content they publish to only be available for a certain country, since there are different offers and prices for different countries.
Website owners want the website to only be visited from a certain region. For example, a lottery is drawn only for a certain country, so access from other regions is forbidden.