If during update of Kaspersky Internet Security 2015 databases some problems appear, perform the following actions to solve the issue:

Check the system date and time. If the date is incorrect, set the correct system date and try to update databases once again.

  1. In the right-down corner of the screen in the taskbar notification area click the Clock.
  2. In the dialog window that will open click the Change date and time settings link.
  3. In the Date and Time window click the Change date and time button.
  4. In the Date and Time Settings window set the correct date and click the OK button.

Check the Internet connection

  1. Check if you have the Internet access. To do this, launch Internet Explorer and try opening one of the Kaspersky Lab websites. If you have no access to the Internet, contact your Internet Service Provider for further information. Try to update databases again, when the Internet access is restored.
  2. Reset Internet Explorer settings.

    Open a new Internet Explorer window.
    Note: If you are running Windows 8, start Internet Explorer for the desktop. Changing your settings will affect both Internet Explorer and Internet Explorer for the desktop
    Click on the Gear icon at the top right and select Internet Options

    In the Internet Options dialog window, click on the Advanced tab

    Click on the Reset… button

    In the Reset Internet Explorer Settings dialog window, select the check box to Delete personal settings, then click Reset.

    When Internet Explorer finishes applying default settings, click Close.

    Click OK to close the Internet Options window.
    Exit Internet Explorer and open a new Internet Explorer window for change to take effect.

  3. Clear the browser cache:

    Open a new Internet Explorer window.
    Click on the Gear icon at the top right and select Safety and then click Delete browsing history.

    If selected, uncheck Preserve Favorites website data, and select the following: Temporary Internet Files, Cookies, History, Downloaded History, Form Data, Passwords, ActiveX Filtering and Tracking Protection data and click Delete.

  4. Contact your ISP (Internet Service Provider) to make sure that your network connection is set correctly.
  5. Check if you can access Kaspersky Lab update servers. To do this, copy and paste any of the links below into your Internet browser:

    http://dnl-01.geo.kaspersky.com
    http://dnl-02.geo.kaspersky.com
    http://dnl-03.geo.kaspersky.com
    http://dnl-04.geo.kaspersky.com
    http://dnl-05.geo.kaspersky.com
    http://dnl-06.geo.kaspersky.com
    http://dnl-07.geo.kaspersky.com
    http://dnl-08.geo.kaspersky.com
    http://dnl-09.geo.kaspersky.com
    http://dnl-10.geo.kaspersky.com
    http://dnl-11.geo.kaspersky.com
    http://dnl-12.geo.kaspersky.com
    http://dnl-13.geo.kaspersky.com
    http://dnl-14.geo.kaspersky.com
    http://dnl-15.geo.kaspersky.com
    http://dnl-16.geo.kaspersky.com
    http://dnl-17.geo.kaspersky.com
    http://dnl-18.geo.kaspersky.com
    http://dnl-19.geo.kaspersky.com
    http://dnl-00.geo.kaspersky.com

  6. Try to update the databases once again:

    In the lower right part of the screen, right-click on the Kaspersky Anti-Virus icon and select Update in the context menu.
    Note: if the application's icon is hidden in the notification area, click the upward-facing arrow (Show hidden icons) button to the on the taskbar (to the left of the time/date) to display more icons.

    The Update window will open. Wait for the update to complete.

  7. Configure your Firewall:

    If a third-party Firewall is installed, uninstall it:
    Click on the Start button, then click on Control Panel, next click on Programs and finally click on Programs and Features.
    Locate and click on the third-party Firewall software and click Uninstall.
    Note: If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

  8. Check if third-party antivirus software is installed on your computer:

    Make sure that no antivirus software incompatible with Kaspersky Anti-Virus 2015 is installed on your computer.

    Kaspersky Anti-Virus 2015 will detect and automatically remove the vast majority of incompatible antivirus software, but for some it may advise you to remove them manually.

    To manually remove incompatible antivirus software for Windows 8:
    On the start screen, right-click on any blank space under or to the right of the word “Start”.
    Click on All Apps at the bottom right of the screen.
    On the Apps screen, right-click the required software and select Uninstall at the bottom.
    In the Programs and Features window double-click the incompatible antivirus software to start the uninstallation process.
    Once the uninstallation has completed, please restart your computer and repeat the instructions provided in step 6 to update the databases.

    To manually remove incompatible antivirus software for Windows Vista/7:
    Click on the Start button, then click on Control Panel, next click on Programs and finally click on Programs and Features.
    Locate and click on the incompatible antivirus software and click Uninstall.
    Once the uninstallation has completed, please restart your computer and repeat the instructions provided in step 6 to update the databases.

    To manually remove incompatible antivirus software for Windows XP:
    Click on the Start button, then click on Control Panel, next click on Add or Remove Programs.
    Locate and click on the incompatible antivirus software and click Uninstall.
    Once the uninstallation has completed, please restart your computer and repeat the instructions provided in step 6 to update the databases.

    Note: Sometimes after removal of third-party antivirus software with the standard means and the computer restart some records may still remain in the system registry and prevent Kaspersky Anti-Virus 2015 from installation. You can go to the website of the third-party antivirus and search for removal tool.

  9. Scan your computer for viruses:

    Scan your computer for viruses using Kaspersky Virus Removal Tool or use the Free Antivirus Scan on the Kaspersky website:
    Open an Internet Browser.
    Go to Kaspersky.com
    In the search bar at the top right, type: Geek Squad.
    From the search results, click on Exclusive Geek Squad Technical Support.
    To the right of AVP Tool click Download.
    Note: please refer to the Knowledge Base Article for help.

    Create a Rescue Disk and use it to scan your computer:
    Open Kaspersky Anti-Virus 2015.
    In the lower part of the main application window, click the up arrow button.

    In the list of components, click the Tools button.

    In the Tools window, click the Create button next to Kaspersky Rescue Disk.

    In the welcome window, click Next.

    Select the disk image source:

    • Download ISO image from Kaspersky Lab server — if you choose this option, the Rescue Disk will be downloaded from the Kaspersky Lab server provided that your computer has an Internet connection. Kaspersky Lab servers always provide the most recent version of the Rescue Disk.
    • Copy ISO image from local or network drive — use this option if you have already saved the rescue disk image on your computer or you can download it from a network folder.
    • Use existing image (this option is available if the Wizard has detected a previously created rescue disk on your computer). By default, the image file is saved to the following folder:
      • For Windows XP: folder Documents and Settings\All Users\Application Data\Kaspersky Lab\AVP14.0.0\Data\Rdisk\
      • For Windows Vista/7/8: folder ProgramData\Kaspersky Lab\AVP14.0.0\Data\Rdisk\
    Click Next.

    If you select the Copy ISO image from local or network drive option, specify the path to the file. Click Browse, locate the file and click Next.

    Wait while the disk image update is downloaded and click Next.

    In the next window, select one of the options:

    • Record to CD/DVD.
    • Record to USB flash drive.
    • Save the disk image to file on local or network drive.

    How to record Rescue Disk to CD/DVD:

    Select the Record to CD/DVD option and click Next.

    In the Recording data window, select the recording device from the drop-down menu.

    Insert a recordable disk into the device and click Next.

    Wait for the recording process to complete and click Finish.

    How to record Rescue Disk to USB flash drive:

    Select the Record to USB flash drive option and click Next.

    In the Select USB flash drive window, select a USB flash drive. Before recodring the image, delete all data from the USB flash drive and format it using standard Windows tools.
    Click Next.

    Wait for the recording process to complete and click Finish.

    When finished scanning your computer using the Rescue Disk, please restart your computer and repeat the instructions provided in step 6 to update the databases.

    An additional method you can try is to use the Kaspersky Rescue Disk 10:
    Open an Internet Browser.
    Go to Kaspersky.com
    In the search bar at the top right, type: Geek Squad.
    From the search results, click on Exclusive Geek Squad Technical Support.
    To the right of Rescue Disk click Download.
    Note: please refer to the Knowledge Base Article for help.
    When finished scanning your computer using the Kaspersky Rescue Disk 10, please restart your computer and repeat the instructions provided in step 6 to update the databases.