Troubleshooting issues when installing, updating and removing Kaspersky Endpoint Security for Windows
Show applications and versions that this article concerns
- Kaspersky Endpoint Security 12.5 for Windows (version 12.5.0.539)
- Kaspersky Endpoint Security 12.4 for Windows (version 12.4.0.467)
- Kaspersky Endpoint Security 12.3 for Windows (version 12.3.0.493)
- Kaspersky Endpoint Security 12.2 for Windows (version 12.2.0.462)
- Kaspersky Endpoint Security 12.1 for Windows (version 12.1.0.506)
- Kaspersky Endpoint Security 12 for Windows (version 12.0.0.465)
- Kaspersky Endpoint Security 11.11 for Windows (version 11.11.0.452)
- Kaspersky Endpoint Security 11.10 for Windows (version 11.10.0.399)
- Kaspersky Endpoint Security 11.9 for Windows (version 11.9.0.351)
- Kaspersky Endpoint Security 11.8 for Windows (version 11.8.0.384)
- Kaspersky Endpoint Security 11.7 for Windows (version 11.7.0.669)
When installing, updating or removing Kaspersky Endpoint Security for Windows, different errors may occur.
Make sure that your operating system is supported. If your operating system is not supported, take a look at another Kaspersky protection solution:
- For embedded Windows types (Embedded/IoT), use Kaspersky Embedded Systems Security.
- For outdated operating systems or to protect industrial network segments, use Kaspersky Industrial Cybersecurity.
Examples of errors when installing, updating and removing Kaspersky Endpoint Security for Windows
- Error 1723: Problem with the installer package.
- Error 27200: Error unloading the program from RAM.
- Error 27300: Error installing a driver.
- Error 27302: The maximum number of filtering devices which are supported by the operating system has been reached.
- Error 27320: Error configuring service.
- Error 27374: The application is upgrading. Please try again later.
- Error 27460: Error creating security descriptors.
- Error: “Uninstallation password or user name has not been specified or is incorrect”.
- Error: “The application is upgrading. Please try again later”.
Solution
If the problem is observed only on some devices on the network, check the root causes of the problem on the malfunctioning devices using the instructions below.
Step 1. Rule out possible hardware problems
Make sure that the device has no hardware problems:
- The hard disk integrity is maintained.
- RAM is intact.
- There is no damage to components on the motherboard.
- There are no other issues with the hardware configuration.
Step 2. Check the device for operating system malfunctions
| Possible issues | Recommendations |
|---|---|
| There is no free space on the disk's system partition, which leads to incorrect operation of the operating system services. | Free up the disc space and restart the device. |
| The OS has been running for a long time and has not been restarted. | Restart your operating system if you haven't done so in a long time. Check the date of the last restart in the Last session start time field in the Kaspersky Security Center console, or run the systeminfo utility from the Windows command line.
The operating system loads fully only after the restart. Hibernation and power on/off can work in the fast startup mode. |
| The operating system is waiting to restart after installing updates from the Windows Update Center. | Restart the device. If the installation of Windows updates is not complete, the Kaspersky Endpoint Security for Windows installer may be disrupted. |
| The operating system does not receive regular updates. | Install available operating system updates. If there are restrictions on installing updates, update the root certificates with which the Kaspersky Endpoint Security for Windows installer is signed. |
| The system folder for temporary files occupies too much space on the disk. | Clean up the system using the cleanmgr utility. |
|
The OS system files are corrupted. The most common problem.
Don’t ignore this recommendation. |
Check the integrity of the OS system files using the commands to check and restore system files: DISM.exe /Online /Cleanup-image /Scanhealth
DISM.exe /Online /Cleanup-image /Restorehealth
sfc /scannow
Restart your device after running these commands. If the commands are executed with errors, use these instructions. |
| The WMI repository is damaged. | Check the integrity of the WMI repository and troubleshoot if necessary. |
| The Base Filtering Engine malfunctions. | Check that the Base Filtering Engine functions correctly. |
| Third-party software or domain policies restrict the use of Kaspersky applications. | Make sure there are no third-party security tools that can prevent applications from running, and no domain policies that restrict the use of applications. |
Step 3. Make sure that there are no software problems
| Possible issues | Recommendations |
|---|---|
| The Kaspersky Endpoint Security for Windows installer may have been damaged during storage or copying. | Download the latest version of the installer again and run it. New application versions include fixes for installation issues. |
| Kaspersky applications may be affected by third-party software with potential compatibility issues. |
There are known issues with the management modules of the VMware Tools virtual machines.
To resolve compatibility conflicts, update the versions of the applications you are using. |
| Limitations on installing and updating Kaspersky Endpoint Security for Windows may have been overlooked. | Learn the limitations on installing and updating Kaspersky Endpoint Security for Windows, as well as the requirements for upgrading from a previous version. |
Step 4. Restore the corrupted installation of Kaspersky Endpoint Security for Windows
If no problems with the device are detected but the error persists, check the integrity of Kaspersky Endpoint Security for Windows. The integrity may have been compromised during the application installation.
Signs that the application integrity has been compromised:
- The application components get the Error status.
- The application license is not applied on the device.
- The application uninstallation wizard doesn’t start.
- An error appears when starting the uninstallation process.
- There is no password prompt for the uninstallation (if the password is set).
If there is any indication that the integrity of the application has been compromised, restore the integrity of the application. To do so:
- Open the command line as an administrator.
- Run the command:
msiexec /i {<GUID value>} KLLOGIN=<login> KLPASSWD=<password> REINSTALL=ALL REINSTALLMODE=amus EULA=1 PRIVACYPOLICY=1 SKIPREBOOTPENDING=1 /lv*x %temp%\kes_restore.txt /qbFill in the GUID value (unique identifier of the installed Kaspersky Endpoint Security for Windows version) and the values of the KLLOGIN and KLPASSWD parameters in the command.
- Wait until the installation is complete.
- Check if the issue has been resolved.
Step 5. Remove the corrupted installation of Kaspersky Endpoint Security for Windows
If restoring the integrity of the application did not help, reinstall it. Use a separate policy to manage the affected device in Kaspersky Security Center or configure it via the local application interface:
- Disable the Self-Defense mechanism.
- Disable protection of application services against external management:
- Disable password protection.
- Disable automatic startup of the application.
- Make sure that the policy has been applied on the affected device.
- Restart the operating system of the affected device or stop Kaspersky Endpoint Security for Windows.
- Remove Kaspersky Endpoint Security for Windows locally via the application Setup Wizard:
- Type appwiz.cpl in the command line to open the Programs and Features window.
- Find Kaspersky Endpoint Security for Windows in the list of the installed applications and run the Setup Wizard.
- Follow the instructions of the Setup Wizard.
- After successfully removing Kaspersky Endpoint Security for Windows, restart your device and install the latest version of the application again.
Step 6. Clean up traces of previous installations using the kavremover tool
If the issue persists, use the kavremover tool to clean up the traces of previous Kaspersky Endpoint Security for Windows installations. After using the kavremover tool, restart the device and retry installing the latest version of the application.
Use kavremover only in the following cases:
- Removing using standard Windows tools fails.
- Restoring and removing the corrupted application installation does not resolve the issue.
- Upgrading to the latest version of the application fails.
- There are indications that previous installations have been removed improperly (e.g., drivers, files and registry branches of Kaspersky Endpoint Security for Windows that prevent third-party software from installing or running).
What to do if the issue persists
If the issue persists, collect diagnostic data and submit a request to Kaspersky Technical Support via Kaspersky CompanyAccount. Specify which steps from this article you have performed, and attach the installation logs of Kaspersky Endpoint Security for Windows.
Useful references
Troubleshooting the connection problems between the Network Agent for Windows and the Administration Server
USB Recover tool in Kaspersky Rescue Disk 18
How to use different versions of Kaspersky Security Center components together
How to configure an operating system to troubleshoot the remote installation of the Kaspersky Security Center Network Agent
Recovering data by using the FDERT Restore Utility
