Kaspersky Standard | Plus | Premium

Common issues

While using the app, consider the specific features of your device and follow the guidelines in the documentation for your device.

Kaspersky has the following known issues:

• The VPN feature in Kaspersky app doesn't work if the same feature is working in the Kaspersky Security Cloud or Kaspersky VPN Secure Connection apps on the same device. In this case, if you want to use the VPN feature in Kaspersky, you have to transfer the VPN settings from the other app to Kaspersky.
• The Devices on my network feature in Kaspersky app doesn't work if the same feature is working in the Kaspersky Security Cloud app.
• On some devices, App Lock may work not as intended in the split screen mode.
• On Android 12, if you block the camera in your device's quick settings menu, you won't be able to take a mugshot using Where is My Device.
• On Android 11 and 12, the protection against uninstallation feature is not available. This is due to Google's requirements for apps.
• On devices with Android 6, if you copy malware in a file manager app, Automatic Anti-Virus does not find it. This is caused by registered known issue on Android 6. Because of that, the app cannot track changes in a device file system. If you start on demand scan, the app will find this malware. We recommend you to update on the latest firmware or to start on demand scan regularly.
• On devices with Android 5.1 and lower with two or more SIM cards the app may not identify incoming calls on one of the SIM cards.This is caused by technical issues on Android 5.1 and lower.
• The My Apps feature does not work as intended on devices with OS version lower than Android 5.
• Kaspersky does not block incoming spam calls on the second line.
• On some devices with MIUI and EMUI custom firmware Uninstallation protection may not work in Kaspersky. It is caused by technical limitations of firmware.We recommend that you install firmware updates regularly, as updates may include fixes for the problems that affect the work of the Uninstallation protection feature.
• The Call Filter feature may not block calls from a number which falls into the interval specified in the denylist. Starting with version 11.20.4.x the application does not support blocking by number intervals.
• Due to technical limitations in Android 5.x, Safe Browsing and Safe Messaging may not work if you open a malicious or phishing link in Google Chrome using the Open link in new tab option in the shortcut menu. We recommend not to open links this way on devices running Android 5.x.
• On some devices, if you have locked apps using the App Lock feature, you may not be able to unlock them using a fingerprint. We're currently working to fix this issue. For now, we advice you to unlock apps using your secret code or unlock pattern. This issue is known to happen on some devices with the Android security patch level from January 1, 2021.
• On devices with subscription for Kaspersky, if you have downloaded the 2021-04-05 or the 2021-03-05 Google security patch you may encounter an issue where Kaspersky is unable to automatically detect malware that has been downloaded in web browsers (this has been checked in Chrome and Mozilla). We recommend that you run a manual scan every time you download something in a web browser, and we strongly advise you not to download unknown files in web browsers.
• You may encounter issues activating your subscription if the time on your device is off by 2 hours or more. If you encounter issues when activating your subscription, please make sure that the time and date are set correctly on your device. If that doesn't help, please contact technical support.
• If your device has the power saving mode turned on, the following features have limited functionality:
  • Devices on my network
• On Android 9-12.x, the app requests permission to access your device’s location to find information about the Wi-Fi network (SSID, BSSID). The app uses this data to check Wi-Fi networks and turn on VPN, determine your home Wi-Fi network and notify you about connected devices. The app does not use the received data to track the device's location.
• Without permission to access your location, the Devices on my network feature will work not as intended.
• Kaspersky does not have access to GPS data and does not monitor your actual whereabouts. Permission is only required in order to get information about the Wi-Fi network (SSID, BSSID).
• To give the app access to the device's location, ensure that the use of location for your device is turned on and then grant access to location—particularly for Kaspersky. On some devices, you need to grant permissions manually.

  How to turn on location for your device

  1. Open your device's Settings app.
  2. Tap Location.

     The name of the section may vary depending on the device model and Android version (for example, Security & location).

  3. Turn the switch to the ON position.

  How to grant access to location for Kaspersky

  1. Open your device's Settings app.
  2. Tap Apps.

     The name of the section for managing apps may vary depending on the device model and operating system (for example, Apps & notifications).

  3. In the list of apps, find Kaspersky and tap it.
  4. In the Permissions section, turn the Location switch to the ON position.

• On Android 4, the latest version of Google Play Services must be installed. Otherwise, some features of Kaspersky may work incorrectly.
• On some devices running Android 6.0-12.x, Safe Browsing and Safe Messaging might not work in the battery saving mode. Network activity is blocked to save battery power, so Kaspersky loses its connection with the Kaspersky Security Network. This makes it impossible to check whether or not links are safe. To resume using Safe Browsing, use one of the following options:
  1. Turn off battery saving mode manually, or charge the device to the level at which battery saving mode turns off automatically.
  2. Add the Kaspersky app to the exclusions list for battery saving mode.
• Kaspersky is incompatible with Xposed Framework.

  For Kaspersky to work correctly:

  1. Uninstall Xposed Framework.
  2. Uninstall Kaspersky.
  3. Install Kaspersky.
  4. Activate Kaspersky.
• During installation of Kaspersky, you may encounter Error -24.

  To fix this error:

  1. If you have administrator permissions on the device, manually delete the folder: /data/data/com.kms.free.
  2. If you don’t have the administrator permissions, go to Settings → Apps. Clear cache and data for Google Play Store and Google Play services. Names of buttons may slightly differ for different Android versions.
  3. Try installing Kaspersky once again.

  If the instructions above did not help:

  1. Remove the Google account from your device. See Google help for instructions.
  2. Restart the device.
  3. Add the Google account to your device. See Google help for instructions.
  4. Try installing Kaspersky once again.
  5. If the issue persists, try upgrading your operating system to Android 5.0-12.x.