Known issues

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

Known issues in Kaspersky Security Cloud

Kaspersky Security Cloud has the following known issues:

• If your device has the power saving mode turned on, the following features have limited functionality:
  • Security LIVE
  • Devices in my network
• In rare cases, there can be difficulties with activating the trial version of the app. Please contact Kaspersky Technical Support if you get either of these notifications: Trial version is not available or Could not get the trial version.
• In rare cases, it may take some time to activate your subscription. To finish the activation process successfully, make sure the device is connected to the Internet and do not sign out of your My Kaspersky account.
• On Android 9 or later, 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, Secure Connection and Devices on my network features will work not as intended.
• Kaspersky Security Cloud 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 Security Cloud. 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 Security Cloud

  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 Security Cloud 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 the Kaspersky Security Cloud may work incorrectly.
• On Meizu devices, there is a technical limitation that prevents opening other Kaspersky apps in the interface of Kaspersky Security Cloud. But you still can open them separately.
• When you try to sign in to My Kaspersky on an Android device using a Personal 1-Device for iOS subscription, the app will not work as intended. To solve this problem, try signing in with another My Kaspersky account without a Personal 1-Device for iOS subscription, or choose another subscription.

Known issues in Kaspersky VPN Secure Connection

Kaspersky VPN Secure Connection has the following known issues:

• In some cases, the amount of used secure traffic displayed in the app may differ from the amount of secure traffic you actually used. This may happen when you use a high-bandwidth connection.
• If you use the free version of Kaspersky VPN and sign in to My Kaspersky, extra secure traffic is added to the standard amount. However, the app may display less secure traffic than you have actually used, and the amount you have used may exceed both the standard limit and the new limit after signing in. As a result, you may get a notification that the traffic limit has been reached even right after more secure traffic is added to your standard amount.
• When the app changes the virtual server, the secure connection may be briefly interrupted. Transmitted data is not protected until the secure connection is reestablished.
• After you purchase the unlimited version of Kaspersky VPN, in rare instances there may be a delay of several minutes before the app switches to the unlimited version.
• If your device changes the network when connecting to the Internet, the secure connection may be briefly interrupted. Transmitted data is not protected until the secure connection is reestablished.
• If your device is acting as a hotspot and the Internet connection is secured, other devices connected to your hotspot will not be able to establish an Internet connection. To provide an Internet connection for another device, turn off the secure connection on your device.
• Changing the virtual server when visiting websites of banks, payment systems, booking websites, social networks, chats, and email websites could possibly trigger anti-fraud systems (systems intended for analyzing online financial transactions for signs of fraudulent activity).
• The VPN can be only used by one app at a time. If there is another app using the VPN on your device, you must turn off the VPN for this app before turning on a Kaspersky VPN in Kaspersky Security Cloud.
• On Android 6, if your device has power saving mode on, a secure connection cannot be established.
• On some devices, such as Xiaomi, Meizu, or ASUS, after the device is restarted, the app does not reestablish the secure connection if it was active before restart. To enable automatic secure connection on restart of the device, grant Run at startup permission for Kaspersky VPN Secure Connection in the device settings.
• On Android 7, the app may restart when Google Play services are updated. In this case, the secure connection may be interrupted for several minutes. Transmitted data is not protected until the secure connection is reestablished. The app can't notify you about the restart.
• In rare cases, it may take some time to activate your subscription. To finish the activation process successfully, make sure the device is connected to the Internet and do not sign out of your My Kaspersky account.
• If Kaspersky Security Cloud is unable to establish VPN connection because another app is using VPN but you can't find any other app using VPN, try to restart the device. This happens due to issues in Android operating system.
• The internet connection speed may be reduced by more than 50 percent with Kaspersky VPN Secure Connection running. We cannot guarantee the minimum speed of the internet connection.
• During data cloning between devices, Kaspersky VPN Secure Connection may work incorrectly on both devices. To solve this problem, we recommend reinstalling the app or clearing the app data.
• On some Xiaomi devices, Smart Protection may not work after an OS update. To use Smart Protection, go to the device’s settings (Settings > Apps > Manage apps > Kaspersky Security Cloud > Other permissions) and allow Kaspersky Security Cloud to display pop-up windows while running in the background.
• On some devices running Android 10, Kaspersky Security Cloud can’t establish a VPN connection if Data Saver is enabled. You can disable Data Saver in the device’s settings.

If you cannot connect to a certain website or web service using a VPN

Some websites and web services deny access when you try to connect to them through a VPN. Websites and web services may deny VPN access for the following reasons:

• Website owners want the licensed content they publish to only be available for a certain country, since there are different offers and prices for different countries.
• Website owners want the website to only be visited from a certain region. For example, a lottery is drawn only for a certain country, so access from other regions is forbidden.
• There are web services that, for legal reasons, are only available in a particular region (for example, some media services providers or news broadcasters). These web services resist anonymizers and are not available when you use a VPN (or another anonymizer) to reach them.
• These web services not only determine the location of the client, but also determine if the client uses an anonymizer. If an attempt to access the web service via an anonymizer is detected, access to the web service is blocked.
• If you cannot access a certain website or web service by using a Kaspersky VPN, we recommend contacting Kaspersky Technical Support. Report the web service that is unavailable and from which location. Kaspersky will do our best to resolve the issue.