Kaspersky Known Issues

Common issues

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

Kaspersky app has the following known issues:

• Installation & subscription activation issues
  • You may encounter issues activating your subscription if the time on your device is off by 2 hours or more. If you encounter issues when activating your subscription, please make sure that the time and date are set correctly on your device. If that doesn't help, please contact Customer Service.
• Compatibility, network & general operation issues
  • Kaspersky app is incompatible with Xposed Framework.

    For Kaspersky app to work correctly:

    1. Uninstall Xposed Framework.
    2. Uninstall Kaspersky app.
    3. Install Kaspersky app.
    4. Activate Kaspersky app.
  • On devices with Android Go, the app may stop working for some time. This happens when you switch between or use resource-intensive applications while using Kaspersky app. This is caused by reduced memory footprint. The system may notify you that Kaspersky app will restart in some time. If you don't receive the notification, or Kaspersky app doesn't restart, we recommend that you launch the application manually.
  • On Android 9-15, the app requests permission to access your device’s location to find information about the Wi-Fi network (SSID, BSSID). The app uses this data to check Wi-Fi networks and turn on VPN, determine your home Wi-Fi network and notify you about connected devices. The app does not use the received data to track the device's location.
  • To give the app access to the device's location, ensure that the use of location for your device is turned on and then grant access to location—particularly for Kaspersky app. On some devices, you need to grant permissions manually.

    How to turn on location for your device

    1. Open your device's Settings app.
    2. Tap Location.

       The name of the section may vary depending on the device model and Android version (for example, Security & location).

    3. Turn the switch to the ON position.

    How to grant access to location for Kaspersky app

    1. Open your device's Settings app.
    2. Tap Apps.

       The name of the section for managing apps may vary depending on the device model and operating system (for example, Apps & notifications).

    3. In the list of apps, find Kaspersky app and tap it.
    4. In the Permissions section, turn the Location switch to the ON position.

  • When you use the Kaspersky app, you may get a "Your protection is at risk" message, which means network issues are preventing the app from reaching Kaspersky services. This may affect the anti-virus, Where Is My Device, and anti-phishing features, as well as the availability of paid features. These issues may put your data at risk. Changing your connection settings might fix the issue.

  This section only gives general instructions. Please refer to the user guide provided by your device's manufacturer for more precise instructions.

  To change your connection settings:

  1. Go to the device's Settings.
  2. Go to the connection settings.
  3. Go to the Private DNS section.
  4. Select "Private DNS provider hostname" and type a DNS name. For example, you could type "dns.google" to use Google's public DNS server.
  5. Save the changes.

• Automatic Anti-Virus, Safe Browsing & Safe Messaging issues
  • On devices with subscription for Kaspersky app, if you have downloaded the 2021-04-05 or the 2021-03-05 Google security patch you may encounter an issue where Kaspersky app 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 7.0-15.x, Safe Browsing and Safe Messaging might not work in the battery saving mode. Network activity is blocked to save battery power, so Kaspersky app loses its connection with the Kaspersky Security Network. This makes it impossible to check whether or not links are safe. To resume using Safe Browsing, 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 app to the exclusions list for battery saving mode.
  • Due to technical limitations, Safe Browsing may not detect all malicious websites that you open in Yandex Browser. We are currently working to overcome these limitations and make the feature work in this browser in the same way it works in other supported browsers.
• App Lock issues
  • On some devices, App Lock may work not as intended in the split screen mode.
  • 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.
• Call Filter issues
  • Kaspersky app does not block incoming spam calls on the second line.
  • 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.
• Smart Home Monitor issues
  • The Smart Home Monitor feature in Kaspersky app doesn't work if the same feature is working in the Kaspersky Security Cloud app.
  • If your device has the power saving mode turned on, the following features have limited functionality:
    • Smart Home Monitor
  • Without permission to access your location, the Smart Home Monitor feature will work not as intended.
  • Devices running Android 13 and later no longer have access to MAC addresses. This affects custom names given to devices in the Smart Home Monitor feature. If you changed the names of devices on your network while using Android 12 and earlier, your custom names will be removed when you update your OS. You can still enter custom device names after the update, but they will appear only on the device you used to make the changes and won't be visible to your other devices used to scan your Wi-Fi network. The same principle applies to different Wi-Fi networks: custom device names will be visible only on the network where you added them. If the same device joins another network you scan, its custom name will not be visible. You can manually add custom names on every device you use.
• VPN issues
  • The VPN feature in Kaspersky app doesn't work if the same feature is working in the Kaspersky Security Cloud or Kaspersky VPN Secure Connection apps on the same device. In this case, if you want to use the VPN feature in Kaspersky app, you have to transfer the VPN settings from the other app to Kaspersky app.
• Where Is My Device issues
  • On Android 12-13, if you block the camera in your device's quick settings menu, you won't be able to take a mugshot using Where is My Device.

  • On some devices with MIUI and EMUI custom firmware Uninstallation protection may not work in Kaspersky app. 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.
• Anti-Theft issues
  • The Data Wipe command is unavailable for devices running Android 14 or later.