How to troubleshoot network issues when activating Kaspersky Endpoint Security for Windows
Show applications and versions that this article concerns
- Kaspersky Endpoint Security 12.5 for Windows (version 12.5.0.539)
- Kaspersky Endpoint Security 12.4 for Windows (version 12.4.0.467)
- Kaspersky Endpoint Security 12.3 for Windows (version 12.3.0.493)
- Kaspersky Endpoint Security 12.2 for Windows (version 12.2.0.462)
- Kaspersky Endpoint Security 12.1 for Windows (version 12.1.0.506)
- Kaspersky Endpoint Security 12 for Windows (version 12.0.0.465)
- Kaspersky Endpoint Security 11.11 for Windows (version 11.11.0.452)
- Kaspersky Endpoint Security 11.10 for Windows (version 11.10.0.399)
- Kaspersky Endpoint Security 11.9 for Windows (version 11.9.0.351)
- Kaspersky Endpoint Security 11.8 for Windows (version 11.8.0.384)
- Kaspersky Endpoint Security 11.7 for Windows (version 11.7.0.669)
Errors may occur during activation of Kaspersky Endpoint Security for Windows.
Error “Failed to convert server address”
- Check if there is an active LAN connection on the protected device.
- Make sure that the DNS client and the DNS server work properly.
- Use the ping command to check that the domain name of the application activation server is correctly converted to IP.
Errors “Server connection attempt failed”, “Operation timed out” and “Transport layer generic error”
- Check the availability and operation of the proxy server and the network accessibility of the application activation server from a protected device.
- Make sure that proxy server settings are configured correctly in Kaspersky Endpoint Security for Windows, and the proxy server has allow rules to connect to an application activation server.
- Check the traffic filtering settings in the network equipment, operating system firewall, and protection solutions for the end nodes.
When you activate the application using an activation code, you need access to the activation servers to reverify the license again. If a server access problem occurs, the activation date will change to 01/01/1970 and the protection status will display that the application is not activated.
Unknown error (Error code: 0xA0430002)
Ensure that network traffic between the Kaspersky Endpoint Security for Windows device and the application activation server is not intercepted or analyzed by third-party security solutions through certificate spoofing or Deep Packet Inspection.
What to do if the issue persists
Follow the instructions below and check the result after each step:
- Restart the operating system on the device with the activation problem.
- Reissue the license key file and use the new key file for licensing.
- Reinstall Kaspersky Endpoint Security for Windows on the managed device.
- Install the latest cumulative patch.
- Install the latest version of Kaspersky Endpoint Security for Windows.
- Install the latest cumulative patch for the latest Kaspersky Endpoint Security for Windows version.
You can also find answers to other questions about licensing in the Answers to frequently asked questions.
If the issue persists, collect diagnostic data and submit a request to Kaspersky Technical Support via Kaspersky CompanyAccount. Also attach the Kaspersky Endpoint Security for Windows trace files and a report from the Administration Server on the use of the license keys.
