Kaspersky Internet Security 2010 not updating and internet / web pages not displaying

Posted by kypoth-Alex on Oct 3, 2009 in How To Fix ..., Online Security, Software |

I have just fixed a problem with a client computer where a new install of Kaspersky Internet Security 2010 was not downloading any database updates and also web pages were not displaying (regardless of browser). DNS checks confirmed the internet was available so I was getting confused as to why Kaspersky wouldn’t connect to its update centre, reporting “Error connecting to update source, Task cannot be started”.

Web pages were not being displayed within any browser, but I was getting internet access (i.e. Windows Update and Messenger were ok). This led me to suspect some sort of firewall issue, and disabling Kasperksy allowed the internet to work fine. A re-install of Kaspersky made no difference.

So with Kaspersky disabled, I’d got the web browsers working and I downloaded the manual update files. Configured to do the manual update which processed three files and then failed with the same error.

But I’ve never had these problems with Kaspersky before, so was starting to get doubts about this normally great piece of software. I couldn’t find anything relevant on their forums with the search terms I was using. Luckily the client had mentioned to me that the laptop did have Norton pre-installed on it before he installed the Kaspersky… apparently Kaspersky had reported that it removed Norton. A bit of internet surfing later and I came across a thread that pointed the finger at Norton, which I have to say came as no surprise and I really should have started out on that track.

I ran the Norton Removal Tool and hey presto, I can surf the net with Kaspersky fully enabled and the updates downloaded and installed fine.

Job done (curses to you, Norton).


P.S. If you need to download the NRT, go here. If the link is broken, please let me know, then Google “norton removal tool” and look for the symantec site.

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Oct 17, 2009 at 5:30 pm

Hello from Russia!
Can I quote a post in your blog with the link to you?

Oct 19, 2009 at 10:07 pm

Hello Polprav,

Of course you can, glad the information was useful to you.


Jun 28, 2010 at 10:33 pm

I also had a problem with it not updating. Ran NRM but it didnt fix it. Finally found a program called Combofix. It’s a very potent malware removal tool. Had to run it in safe mode with networking though and I suggest you do the same if NRM tool doesn’t cut it and you think it may be malware or a virus. The page is here along with how to use it and download.

Aug 2, 2010 at 6:36 pm


Yes, I have had to use ComboFix in the past and it’s a powerful tool (read the instructions!). The link above is safe. I would also recommend Malwarebytes AntiMalware for pretty effective malware removal, especially in Safe mode.

Regards and thanks for your post.


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