Why is my Engage screen blank?

Question:

Situation:

You logged into your Engage account but you are only seeing a blank screen.

Answer:

Sometimes, your browser is working but you still can't access your Engage page and just see a blank screen. This is usually due to having the Kaspersky Total Security system on your computer.

MoxiWorks Support Team is not trained on Kaspersky, nor do they have access to the system. For specific questions or assistance, please contact Kaspersky Support at 1-877-232-4588 or Submit a Support Request HERE.

Suggested troubleshooting steps*:

*These are suggested steps based on what has worked in the past for agents; however, Kaspersky may make updates to their system that we are not made aware of.

Step 1:

Open Kaspersky Settings (Select the Gear Icon in the bottom Left. See below.)
Navigate to Protection
Disable Private Browsing
Clear your browser cache
Restart your computer and try again

If this does not resolve the issue, please see Step 2.

Step 2:

Open Kaspersky Settings
Select Additional
Select Network
Choose Do not scan encrypted connections

If this does not resolve the issue, please see Step 3.

Step 3:

Open Kaspersky Settings
Select Additional
Select Network
Select Traffic Processing
Uncheck Inject Script
Restart your computer and try again

If this does not resolve the issue, please see Step 4.

Step 4:

Open Kaspersky Settings
Navigate to Protection
Choose Web AV
Disable Anti Phishing.

If this does not resolve the issue, please see Step 5.

Step 5: We recommend reaching out to their support team to assist you.

If you are still unable to resolve the issue, please uninstall Kaspersky version 2017 and reboot, then install Kaspersky version 2018. If you already have the 2018 version, simply uninstall, reboot and reinstall the 2018 version. We recommend reaching out to their support team for this step.

For assistance, please contact Kaspersky Support at 1-877-232-4588 or Submit a Support RequestHERE.

To open Kaspersky settings, select the Gear icon in the bottom left.