Common issues

While using the app, consider the specific features of your device and follow the guidelines in the documentation for your device.

Kaspersky Internet Security has the following known issues:

• On some devices, App Lock may work not as intended in the split screen mode.
• On devices with Android 6, if you copy malware in a file manager app, Real-Time Protection does not find it. This is caused by registered known issue on Android 6. Because of that, the app cannot track changes in a device file system. If you start on demand scan, the app will find this malware. We recommend you to update on the latest firmware or to start on demand scan regularly.
• On devices with Android 5.1 and lower with two or more SIM cards the app may not identify incoming calls on one of the SIM cards.This is caused by technical issues on Android 5.1 and lower.
• The My Apps feature does not work as intended on devices with OS version lower than Android 5.
• Kaspersky Internet Security does not block incoming spam calls on the second line.
• On some devices with MIUI and EMUI custom firmware Uninstallation protection may not work in Kaspersky Internet Security. It is caused by technical limitations of firmware.We recommend that you install firmware updates regularly, as updates may include fixes for the problems that affect the work of the Uninstallation protection feature.
• The Call Filter feature may not block calls from a number which falls into the interval specified in the denylist. Starting with version 11.20.4.x the application does not support blocking by number intervals.
• Due to technical limitations in Android 4.2, 4.4 and 5.x, Internet Protection and Safe Messaging may not work if you open a malicious or phishing link in Google Chrome using the Open link in new tab option in the shortcut menu. We recommend not to open links this way on devices running Android 4.2, 4.4 and 5.x.
• On some devices, if you have locked apps using the App Lock feature, you may not be able to unlock them using a fingerprint. We're currently working to fix this issue. For now, we advice you to unlock apps using your secret code or unlock pattern. This issue is known to happen on some devices with the Android security patch level from January 1, 2021.
• On devices with the premium version of Kaspersky Internet Security, if you have downloaded the 2021-04-05 or the 2021-03-05 Google security patch you may encounter an issue where Kaspersky Internet Security is unable to automatically detect malware that has been downloaded in web browsers (this has been checked in Chrome and Mozilla). We recommend that you run a manual scan every time you download something in a web browser, and we strongly advise you not to download unknown files in web browsers.
• On some devices running Android 6.0 or later, Internet Protection and Safe Messaging might not work in the battery saving mode. Network activity is blocked to save battery power, so Kaspersky Internet Security loses its connection with the Kaspersky Security Network. This makes it impossible to check whether or not links are safe. To resume using Internet Protection, use one of the following options:
  1. Turn off battery saving mode manually, or charge the device to the level at which battery saving mode turns off automatically.
  2. Add the Kaspersky Internet Security app to the exclusions list for battery saving mode.
• Kaspersky Internet Security is incompatible with Xposed Framework.

  For Kaspersky Internet Security to work correctly:

  1. Uninstall Xposed Framework.
  2. Uninstall Kaspersky Internet Security.
  3. Install Kaspersky Internet Security.
  4. Activate Kaspersky Internet Security.
• During installation of Kaspersky Internet Security, you may encounter Error -24.

  To fix this error:

  1. If you have administrator permissions on the device, manually delete the folder: /data/data/com.kms.free.
  2. If you don’t have the administrator permissions, go to Settings → Apps. Clear cache and data for Google Play Store and Google Play services. Names of buttons may slightly differ for different Android versions.
  3. Try installing Kaspersky Internet Security once again.

  If the instructions above did not help:

  1. Remove the Google account from your device. See Google help for instructions.
  2. Restart the device.
  3. Add the Google account to your device. See Google help for instructions.
  4. Try installing Kaspersky Internet Security once again.
  5. If the issue persists, try upgrading your operating system to Android 5.0 or later.

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