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Trending Issues and FAQ's

License Validity Period has expired

This error message occurs due to left over registry entries from a prior installation. In turn, the application will show that you have license or subscription issues even when there is time left on your license. To resolve the problem, please remove the current installation of Kaspersky. Then, re-download the installer, and proceed with a clean installation.

Choose your product below, and follow the links to proceed with the reinstallation:

Kaspersky Total Security (Remove) (Download/Install)

Kaspersky Internet Security (Remove) (Download/Install)

Kaspersky Anti-Virus (Remove) (Download/Install)

What is Safe Money, and how do I use it?

Please choose your product below for more information about Safe Money and how to use it:

Kaspersky Total Security (2016, 4.0)

Kaspersky Internet Security (2016, 2015, 2014, 2013)

Kaspersky Internet Security for Mac

Kaspersky Small Office Security (4.0, 3.0)

My computer is infected with a Virus/Malware, what should I do?

In order to determine if you are infected with malware we will need to get a screenshot of the threat, and analyze logs from your machine.


Mac OS (Take a screenshot, gather reports)

Windows OS (Take a screenshot, gather reports)

Android OS (Visit our knowledgebase article)


After gathering all the required information to help troubleshoot, please submit a case through My Account

Note: In extreme cases, a PC may not boot for various reasons. If this is the case, please use our Kaspersky Rescue Disk to run a scan.

If you are getting redirected or experiencing popups when browsing on your IOS device, download and install the Kaspersky AdCleaner.

Windows 10

If you recently upgraded your PC to Windows 10, you may have some questions regarding how Kaspersky will work on the new platform. Please view the topics below to find an answer:

Is Kaspersky compatible with Windows 10?

The 2016 versions of Kaspersky Internet Security, Anti-Virus, and Total Security (formally called PURE) are compatible with Windows 10. For more information on updating to these versions for free, please visit: http://usa.kaspersky.com/windows10

Note: Preview versions are not supported, and the Kaspersky application may not work properly if you have any beta version installed. If you have joined the insider preview program, but would like to opt out so only official builds are delivered to your PC, please click here

Kaspersky does not open after upgrading to Windows 10, what should I do?

To resolve this issue, please reinstall the application using the latest version by downloading from the Kaspersky Lab Website.

Note: Preview versions are not supported, and the Kaspersky application may not work properly if you have any beta version installed. If you have joined the insider preview program, but would like to opt out so only official builds are delivered to your PC, please click here

I am having a problem installing Kaspersky

Choose your product below for more information about installation errors and their solutions:

Kaspersky Total Security (2016, 4.0)

Kaspersky Internet Security (2016, 2015)

Kaspersky Anti-Virus (2016, 2015)

Kaspersky Small Office Security (4.0, 3.0)

I am getting a message about Kaspersky Labs Power Events Provider, what should I do?

At this time our 2016 product generates this message when the computer is starting up. The driver can be removed from the device manager list to stop the message from appearing. However, something within the product causes the driver to remain in the device manager list. Our 2017 product is being reworked to fix this problem entirely. Follow the steps below to stop the message from appearing:

  • Press WIN key + R on their keyboard to launch the run dialogue box.
  • Type or copy and paste the following into the run box and then press "OK": hdwwiz.cpl
  • The Device Manager will open.
  • Navigate to the Kaspersky Lab Power Events Provider device and right click then click properties
  • Click the "Driver" tab
  • Click "Disable"
  • Click "OK"

This should now prevent the pop up from appearing.

Kaspersky does not start /open (Forever loading screen)

This issue is generally caused by Microsoft .Net Framework issues, but we do have a few troubleshooting steps to verify if it still persists.

Please view Article ID: 11991 for more information about this issue.

I have incompatible software on my computer, how do I remove it?

Please view our 3rd party removal tool page for more help on uninstalling incompatible software

I'm having a problem activating my product

Choose your product below for more information about activation errors and their solutions:

Kaspersky Total Security (2016, 4.0)

Kaspersky Internet Security (2016, 2015)

Kaspersky Anti-Virus (2016, 2015)

Kaspersky Small Office Security (4.0, 3.0)

I am getting an error message while updating the databases, what should I do?

Please choose your product below for more information about update errors and their solutions:

Kaspersky Total Security (2016, 4.0)

Kaspersky Internet Security (Windows, Mac, Android)

Kaspersky Anti-Virus (2016, 2015)

Kaspersky Small Office Security (4.0, 3.0)