Known issues

Some issues apply only to subscription features available.

Common issues

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

Kaspersky app 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 app, you have to transfer the VPN settings from the other app to Kaspersky app.
• 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 app 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 app. 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 app, if you have downloaded the 2021-04-05 or the 2021-03-05 Google security patch you may encounter an issue where Kaspersky app 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 app 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 app. 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 app

  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 app 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 app 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 app 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 app is incompatible with Xposed Framework.

  For Kaspersky app to work correctly:

  1. Uninstall Xposed Framework.
  2. Uninstall Kaspersky app.
  3. Install Kaspersky app.
  4. Activate Kaspersky app.
• During installation of Kaspersky app, 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 app 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 app once again.
  5. If the issue persists, try upgrading your operating system to Android 5.0-12.x.
• On devices with Android Go, the application may stop working for some time. This happens when you switch between or use resource-intensive applications while using Kaspersky app. This is caused by reduced memory footprint. The system may notify you that Kaspersky app will restart in some time. If you don't receive the notification, or Kaspersky app doesn't restart, we recommend that you launch the application manually.

VPN unavailability in certain regions

In some regions, using a VPN is legally regulated. Currently, these countries are:

• Republic of Belarus
• Oman
• Pakistan
• Qatar
• Iran
• Saudi Arabia
• China

In these countries Kaspersky VPN functionality will be unavailable. Kaspersky does its best to prevent the purchase of the VPN subscription in these regions.

If you accidentally purchased a subscription for Kaspersky VPN in one of the above-listed regions, you are highly recommended to do one of the following:

• Cancel your subscription. For details, refer to the Subscription & Account section.
• Contact Kaspersky Technical Support to find a solution to your issue.

ASUS devices

Kaspersky app has the following known issues and possible solutions on ASUS devices:

• On the devices with Asus Mobile Manager installed, if you configure Kaspersky app and then close it from recent apps, Asus Mobile Manager may block autostart of Kaspersky app. As a result, Kaspersky app will be unable to receive and run commands from My Kaspersky.
• Due to firmware functionality on the ASUS ZenFone 2 the app may not autorun after device restart. We recommend that you add Kaspersky app to the apps that can autorun or start the app manually after the device is restarted.
• On Asus devices running Android 7.1.1, the Data wipe command may not wipe data from an SD card. To minimize the risk that data might fall into the wrong hands, don't save sensitive data on SD cards on these devices.
• On Asus ZenFone 4 Max (ZC554KL), Kaspersky app may not block incoming spam calls.
• Due to certain firmware features of ASUS devices, issues may arise while entering a password using any layouts but the English one. Language switch does not work in the password field. The issue is known to occur on ASUS ZenFone 6.

  To enter a password in a non-English layout, use one of the following options:

  1. Install a third-party keyboard from Google Play and use it to enter the password.
  2. Enter the password in another application, then copy and paste it into the password input field.

HTC devices

Kaspersky app has the following known issues and possible solutions on HTC devices:

Due to certain firmware features of HTC devices, issues may arise while entering a password using any layouts but the English one.

Language switch does not work in the password field. The issue is known to occur on HTC M8.

To enter a password in a non-English layout, use one of the following options:

1. Install a third-party keyboard from Google Play and use it to enter the password.
2. Enter the password in another application, then copy and paste it into the password input field.

Huawei and Honor devices

On Huawei devices with the EMUI interface, initial setup is needed in order to ensure that Kaspersky app is working properly.

Some steps may be different, depending on the device model and version of the operating system.

Step 1. Exclude Kaspersky app from battery optimization mode

Taking this step allows the display of pop-up notifications during incoming calls, even when the battery optimization mode is on.

How to exclude the app from the battery optimization mode

Step 2. Lock Kaspersky app in the device's memory

Taking this step allows the app not to be unloaded from device memory by the operating system.

How to lock the app in memory

Step 3. Turn on manual managing for launching Kaspersky app

Taking this step allows you to manage the launching of the app.

How to turn on manual managing of the app's launch

Kaspersky app also has the following known issues and possible solutions on HUAWEI and HONOR devices:

• Due to firmware functionality on the Huawei P30 the app may not autorun after device restart. We recommend that you add Kaspersky app to the apps that can autorun or start the app manually after the device is restarted.
• On Huawei devices running Android 6.0 and lower the Data wipe command may not wipe data from an SD card. To minimize the risk that data might fall into the wrong hands, don't save sensitive data on SD cards on these devices.
• On some Huawei devices, the option to sign in to My Kaspersky with your Google account may be unavailable.

Lenovo devices

Kaspersky app has the following known issues and possible solutions on Lenovo devices:

• On Lenovo devices running Android 6.0 and lower, the Data wipe command may not wipe data from an SD card. To minimize the risk that data might fall into the wrong hands, don't save sensitive data on SD cards on these devices.
• The app may be unloaded from device memory by the operating system. If the app is unloaded, it may not start when you receive a phone call. To fix this, lock the app in memory.

  How to lock the app in memory

  Some steps may be different, depending on the device model and version of the operating system.

  1. Open Task Manager. For example, hold the right button until a list of all running apps appears.
  2. Find the Kaspersky app.
  3. Tap the lock icon next to the app's name.

     The icon indicates that the app is locked in memory.

Meizu devices

Kaspersky app has the following known issues and possible solutions on Meizu devices:

• Kaspersky app may not work correctly when the device is in the sleep mode. To fix this, go to Settings > Device > Power Management > Energy consumption > Optimization of energy consumption > Sleep mode management and allow Kaspersky app to keep working in sleep mode.

  Some steps may be different, depending on the device model and version of the operating system.

• Kaspersky app may not start after the device is restarted or the app is unloaded from memory. To fix this, grant Kaspersky app permission to autorestart.
• Kaspersky app may be unloaded from device memory. For the app to work correctly, lock the app in memory.

  How to lock the app in memory

  For example: on Meizu M5 Note Flyme 6, go to Security > Permissions > Run in background > Kaspersky app > Allow running in background.

  Some steps may be different depending on the device model and version of the operating system.

• MEIZU M2 MINI:

  The caller ID info in the pop-up window may not be displayed on a Meizu M2 Mini with Flyme 5.

• MEIZU PRO 6 PLUS:

  Kaspersky app may not get access to permissions on Meizu Pro 6 Plus with Android 6.0.1, thus the app cannot work properly. To fix this issue, please upgrade to Android 7.x. Otherwise, do the following:

  1. Go to Settings > Apps > Kaspersky app > Permission management.
  2. Grant all permissions by setting permissions to ON, or tapping a permission name and then selecting Allow from the list.
• On Meizu devices, the secret code for Where is My Device must not contain more than 4 digits.

  If you set the secret code which is more than 4 digits long, you will not be able to unlock the device with it. In this case, you will have to contact the Meizu service center to restore access to the device.

• After you send the Mugshot command through the Where is My Device feature to a Meizu device, the device may display a request on accessing the camera or location service instead of blocking the device. It is confirmed that the issue occurs on Meizu MX4.

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Nubia devices

Kaspersky app has the following known issues and possible solutions on Nubia devices:

• Due to firmware functionality on the Nubia NX 529, the app may not autorun after device restart. We recommend that you add Kaspersky app to the apps that can autorun or start the app manually after the device is restarted.

SAMSUNG devices

The following SAMSUNG devices are not supported:

• Samsung GT-I9300i Galaxy S3 Duos
• Samsung GT-I9301i Galaxy S3 Neo

Installing the app on these devices could cause errors and loss of data.

Kaspersky app cannot be installed on these devices through Google Play.

If you have already bought a subscription for Kaspersky app, request a refund from Kaspersky technical support through My Kaspersky.

Kaspersky app has the following known issues and possible solutions on SAMSUNG devices:

• Due to firmware functionality on the Samsung Galaxy A9, the app may not autorun after device restart. We recommend that you add Kaspersky app to the apps that can autorun or start the app manually after the device is restarted.
• On devices with Android 6 or Samsung S7 with Android 7 with firmware lower than G930FXXU1DQD7 / G930FOZS1DQD8 / G930FXXU1DQC8, 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 and issue on Samsung devices (P170213-05125). 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 Samsung devices with Android 9, when an app is locked by the App Lock feature, you can unlock the app only using the pattern or your secret code. Fingerprint scanning is not available.
• Kaspersky app might not restart after the device is restarted. To fix this, allow autorestart for Kaspersky app. For example, use the Smart Manager app: go to Smart Manager > Memory > Autostart apps and set the Kaspersky app switch to ON.

  Some steps may be different depending on the device model and version of the operating system.

• Due to certain firmware features Samsung devices, issues may arise while entering a password using any layouts but the English one. If accessibility permissions are granted for an application, keyboard layout may be unavailable. The issue is confirmed on Samsung Galaxy S4.

  To enter a password in a non-English layout, use one of the following options:

  • Install a third-party keyboard from Google Play and use it to enter the password.
  • Disable Accessibility permissions for applications and try entering the password again. Disabling Accessibility permissions may affect the applications' work.
• On devices with One UI 2.1 and higher software overlay, if Kaspersky app is placed in the list of deep sleep mode apps (either by the user or automatically by the device), the app's main functionality might be lost. To ensure the app works correctly, add Kaspersky app to the list of never sleeping apps.

  How to add the app to the list of never sleeping apps

  Some steps may be different depending on the device model and version of the operating system.

  1. On your device, go to Settings.
  2. Tap Battery and device care > Battery > Background usage limits.
  3. In the window that opens, add Kaspersky app to the Never sleeping apps list.

XIAOMI devices

On XIAOMI devices, initial setup is needed in order to ensure that Kaspersky app is working properly.

Some steps may be different, depending on the device model and version of the operating system.

Step 1. Grant Kaspersky app special permissions

Taking this step allows the following features of the app to work correctly:

• Display pop-up notifications that show caller ID information during incoming calls when the device is locked.
• Display pop-up notifications when the app is working in the background.
• Ensure correct operations with pop-up windows when the app is working in the background.

How to grant special permissions manually

Step 2. Lock Kaspersky app in the device's memory

Taking this step allows the app not to be unloaded from device memory by the operating system.

How to lock the app in memory

Kaspersky app also has the following known issues and possible solutions on XIAOMI devices:

• The app may stop working in background mode, even if it is locked in memory. To fix this, change the settings for the app activity control in the battery settings.

Some steps may be different, depending on the device model and version of the operating system.

For example, on Xiaomi Redmi Note 3 with Android 6.0.1, go to Settings > Battery and Performance > Manage apps battery usage > Choose apps (available if the power saving mode is on) > Kaspersky app > No restrictions.

• Kaspersky app might not restart after the device is restarted or the app is unloaded from memory. To fix this, go to the device's Security Center and allow autorestart for Kaspersky app.
• Due to firmware functionality on the Xiaomi Redmi Note 3, the app may not autorun after a device restart. We recommend that you add Kaspersky app to the apps that can autorun or start the app manually after the device is restarted.
• The Safe Browsing component may not function on Xiaomi devices: filtering of malicious and phishing websites may not function. Use one of the following ways to provide full-fledged protection to your device:
  1. Use the Chrome browser which supports Safe Browsing.
  2. Go to Safe Browsing settings in Kaspersky app for Android, and tap Grant Access. Continue with the instructions on your device screen and allow the application to get the access it needs.
• After you send the Mugshot command through the Where is My Device feature to a Xiaomi device, the device may display a request on accessing the camera or location service instead of blocking the device. It is confirmed that the issue occurs on Xiaomi Redmi Note 3.

ZTE devices

Kaspersky app has the following known issues and possible solutions on ZTE devices:

• The app may not start automatically after the device is restarted or the app is unloaded from device memory. In this case, you should start the app manually.
• The app may be unloaded from device memory by the operating system. To fix this, lock the app in memory.

  How to lock the app in memory

  Some steps may be different, depending on the device model and version of the operating system.

  1. Open Task Manager. For example, hold the middle button until a list of all running apps appears.
  2. Find the Kaspersky app.
  3. Tap the icon next to the app name.

     The icon indicates that the app is locked in memory.

• The app might stop working in background mode even if it is locked in memory. To fix this, change the application control settings in the battery settings.

  For example, on a device using ZTE Blade V7 with Android 6.0, go to Settings > Battery > Battery optimization > All apps > Kaspersky > Don’t optimize.

  Some steps may be different, depending on the device model and version of the operating system.

• Notifications from Kaspersky app might not be displayed or they may be displayed incorrectly. To fix this, on devices using ZTE blade v7 with Android 6.0, go to Settings > Apps > Kaspersky > Notifications > Treat as priority.