Kaspersky problems
Problem: You cannot uninstall Kaspersky using add/remove programs
Solution: For Kaspersky 4.5 download this tool and for 5.x download this one.
Problem: “Attention! License key was damaged and cannot be installed”
Solution: Make sure you have the latest version of the antivirus pack installed (this information is available in the Kaspersky Anti-Virus main window > Support > Product Info, and the number of the latest version is available on www.kaspersky.com > Downloads > Product Downloads) if the number of your version does not coincide with the number of the latest version on the site, you need to upgrade your Kaspersky Anti-Virus (you can read more detailed about how to upgrade Kaspersky Anti-Virus in the link: How to upgrade Kaspersky Anti-Virus version)
- make sure that the system date installed on your computer is correct and corresponds the current date. Incorrect date may lead to errors when adding a license key file.
- if the previous recommendations did not help, please send your license file in attachment with the description of the problem on support@kaspersky.com, and it will be checked. If the license key is really damaged, it will be changed if you confirm the purchase of the license key of Kaspersky Anti-Virus (date and place of purchase)
Note: key files provided in different print versions and pirate key files cannot be changed.
Problem: “Attention! License key cannot be installed because it is not compatible with the application "Kaspersky Anti-Virus"
Solution: Make sure that the key file you try to add is for the antivirus pack you have installed: typification of keys for version 5.0 is very strict and trying to add a license key file for another antivirus pack you will keep receiving such error.
Error codes:
Error code 1: internal error because of false interaction of business logic and antivirus database update component. To localize the problem, get the tracing:
- Updater and BL (for Kaspersky Anti-Virus 5.0 for Win Workstations. you can find this information in the link:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
- Updater and Service (for Kaspersky Anti-Virus 5.0 Personal/Personal PRO. You can find this information in the link:
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO
Error code 4:
- master.xml resides in the update source, has the correct digital signature, but the contents of the file are damaged
- black.lst is absent on user's machine and its description in the update source is absent in kavset.xml file
Note: this error is because of false functioning of the robot, that lays out antivirus database updates on Kaspersky Labs servers. To rectify the problem, try to update antivirus database later. If the error is repeated, write to support@kaspersky.com
Error code 6: the index files have the description of antivirus database, but lack one file. It is necessary to provide the correct set of files in the local folder from which update is being done.
- Updating Kaspersky Anti-Virus 5.0 Personal from a local folder
- Updating Kaspersky Anti-Virus 5.0 Personal PRO from a local folder
- Updating Kaspersky Anti-Virus 5.0 for Win Worktations from a local folder
If you get the same error after it, write to support@kaspersky.com
Error code 7: attempt to update antivirus database from a local update source of antivirus database was being done when the source contents was being updated or when the antivirus databases were being retransmitted to the same source unsuccessfully. To rectify the problem, retransmit the antivirus database from Kaspersky Labs servers into a local folder that is being used by workstations/servers as an update source and that have the same error 7
Error code 8: internal error of antivirus database update component. To localize the problem, get Updater tracing:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO
Error code 9: all sources have been tried and update is still not complete. Try to update antivirus database once again and if the index files are not old, the antivirus database set will be downloaded from the breaking point. If the same error keeps arising, then to localize the problem, get Updater tracing:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO
Error code 11: antivirus pack specified false parameters to the antivirus database update component (the commands of antivirus database update or their backtracking) to localize the problem, get Updater and BL tracing:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO
Error code 12: antivirus pack specified false parameters to the antivirus database update component (not previously mentioned commands). To localize the problem, get Updater and BL tracing:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO)
Error code 15: the information about the infrastructure where antivirus database update component functions is damaged. To localize the problem, get Updater tracing:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO)
In Kaspersky Admin Kit this error informs about the error of Kaspersky Admin Kit server's means. To rectify the problem, reinstall Kaspersky Admin Kit.
Error code 16: the key file used by the product (What is a key file?) is in the “black” list of pirate or blocked key files. Use valid license key file.
Error code 17:the signature of one of the downloaded files whose description is in the index files is damaged. Correct set of files is necessary to update from a local folder:
- Updating Kaspersky Anti-Virus 5.0 Personal from a local folder
- Updating Kaspersky Anti-Virus 5.0 Personal PRO from a local folder
- Updating Kaspersky Anti-Virus 5.0 for Win Worktations from a local folder
If you get the same error after it, write to support@kaspersky.com
Error code 18: error of antivirus database update component when working with the system files: failed to create a temporary folder, failed to record a file, failed to download the database from a temporary folder. Frequently the error is connected to the lack of account rights under which antivirus database update is launched either on update source or the folder where updates are localized. Check the account rights under which the update is being done, or change the account to that one with the necessary rights. If you get the same error, then to localize the problem get Updater tracing:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO
Error code 19: the process of antivirus database update was interrupted by the user. The process should be repeated.
Error code 20: the current antivirus database set should not be updated, as it was released later than the antivirus database set in the update source. This situation usually occurs when Kaspersky Anti-Virus 5.0 was updated from Kaspersky Labs servers and then an attempt of update from a local source with old antivirus database set.
Error code 21: index files necessary for antivirus database rollback are absent. The error arises if the rollback attempt is repeated without antivirus databases being updated.
Error code 22: files of secondary indexes or master.xml are absent or damaged. It is necessary to have the correct set of files in the local folder from which update is being done
- Updating Kaspersky Anti-Virus 5.0 Personal from a local folder
- Updating Kaspersky Anti-Virus 5.0 Personal PRO from a local folder
- Updating Kaspersky Anti-Virus 5.0 for Win Worktations from a local folder
If you get the same error after it, write to support@kaspersky.com
Error code 27: the general error of antivirus database update component. To localize the problem get Updater tracing:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO
Error code 28: error when downloading update files of antivirus database. An attempt to update antivirus database should be repeated several times and if the update process finishes with the same error then to localize the problem, get Updater tracing:
How to get trace files of Kaspersky Anti-Virus 5.0 for Windows workstations
How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO
Error code 32: authorization error on proxy server:
- Account has no rights on proxy
- Account is not specified
- Account parameters are not specified correctly
- The given authorization method on proxy server in Kaspersky Anti-Virus 5.0 settings is not maintained by proxy server itself
To rectify the problem, select the correct account by specifying the correct account attributes and the correct authorization method on proxy server.
Error code 33: network error:
No connection with DNS servers
DNS is configured incorrectly
The error often arises if the computer when being updated is not connected to the Internet/Ehternet.
Error code 34: absence of connection with the server component of Kaspersky Admin Kit. To rectify the problem, connect to the server component of Kaspersky Admin Kit.
Error code 37: index files are absent in the antivirus database source (local resource, Internet), or non-existent resource is specified as a source. To rectify the problem, specify the correct antivirus database update source.
Error code 38: problem when connecting to the update source (connection problems: low speed of transaction, etc.) – antivirus pack had no response from the server specified as an antivirus database update source. Make sure that the connection to Internet works and try to update antivirus database once again later.
Error code 39: antivirus database update component downloaded the set of antivirus database in a temporary folder, but the set was not accepted by the antivirus pack as it was not scanned by Kaspersky Anti-Virus 5.0 business logic. Try to update the antivirus database later.If you get the same error after it, write to support@kaspersky.com
Source: Kaspersky