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Trending Issues and FAQ's

Activation Error: Keyfile is corrupt

This error message occurs due to a faulty installation file at the time of download. To resolve the issue, 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)

My Facebook wall is no longer loading in Chrome

We apologize for the issue you are having with Facebook on Chrome. This is a known issue that we are working on fixing. We hope this will be fixed in the normal database updates, but at this time we do not know when that will occur. The safest bet is to temporarily use a different browser (Internet Explorer, Mozilla Firefox, etc.) when browsing Facebook. If you want to use Chrome, you can add Facebook it to the Trusted List as per the below instructions. Doing so will not compromise your protection in any way.

  • Open Kaspersky.
  • Click on Settings in the lower left.
  • Click on Protection on the left.
  • Click on Web Anti-Virus on the right.
  • Click on ‘Advanced settings’.
  • Click on ‘Configure trusted URL’s’
  • Click Add and enter: *.facebook.com/*
  • Note: you must include the asterisks (*) symbols.
  • Click ‘OK’
  • Click Add and enter: https://www.facebook.com/*
  • Close all open web browser then try the site again.

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

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.

Some protection components are greyed out or disabled after upgrading to Windows 10

There are some minor limitations when running Kaspersky on Win 10. These may cause some components to be greyed out. We will update the products shortly to resolve these limitations. For more information on these limitations please visit: http://support.kaspersky.com/us/12194

The Win 10 upgrade application says Kaspersky is not compatible, what do I do?

Please make sure you are on the latest version of Kaspersky. It is fully compatible with Windows 10. Download the latest version from the Kaspersky Lab Website.

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)

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)

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)

My computer is infected with 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)


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.