GoToAssist and Kapersky

[PR Tech]

I have recently been recommending Kapersky Internet Security Suite 2010 to my clients. But, after I assist them with a remote install using GoToAssit, I can no longer control the clients system. Mouse clicks are dead. This only happens when the Kapersky control panel is open. I have to have the client close it down in order to remote control their system. Anyone else experience this? It looks like it is a security feature of Kapersky, but it sure makes it hard to work on a client's machine properly.

 

[MobileTechie]

That's a bummer if the two apps just happen not work wel together. i don't get it with KIS but I have the same problem with Instant Housecall and Norton. Norton appears to be letting everything happen fine but if I leave the mouse alone for a few mins when I come back to it, I can't move it.

 

[14049752]

Kaspersky has been doing this for a while now, since at least V7. It does the same thing over all VNC connections. As far as I know, there isn't a work around because it's by design.

 

[kagman]

Try using the free Kapersky scanner. If I remember that does not kill the remote program you are using.. Try it.

 

[tigertoes]

I believe its the antihacker setting cauing the issue we disabeld ours at work due to same issue all worked fine and replys to ping as well now

 

[14049752]

It's not about scanning for viruses, it's about doing anything else on the system with Kaspersky installed. If you need to change Kaspersky's firewall settings, for example, you can't do it remotely. The only thing you can do is sit and watch and tell the customer where to click.

 

[kagman]

Ok.. now I understand...

 

[MobileTechie]

It's odd because I've been remoting into KIS protected computers with no problems.

Can you solve it be merely asking the customer to right click the tray icon and selecting Pause Protection?

 

[PR Tech]

Right clicking and pausing protection did not do the trick. Thanks for the assistance though MobileTechie. I have been recommending Kapersky to many of my clients. The blocking of remote control hampers my ability to get my job done plus makes me look a bit incompetent when I have to have the client click items for me. Kind of defeats the purpose of remote control assistance. If I don't have them shut down the Kapersky control panel, I cannot click anything at all.

 

[PR Tech]

Ok. The fix is to go to open the Kapersky control panel then go to "Settings". Under "Options", uncheck "Enable Self Defense". Too bad Internet Security Suites are making it tough to actually take over a client's machine...lol. I understand why, but what a pain.

 

[PDG Technologies]

IIRC Kaspersky AV and IS have issues also with LMI.

 

[MobileTechie]

Ok. The fix is to go to open the Kapersky control panel then go to "Settings". Under "Options", uncheck "Enable Self Defense". Too bad Internet Security Suites are making it tough to actually take over a client's machine...lol. I understand why, but what a pain.

I don't see that option - I'm using KIS 2011