At first, try to uninstall the older version of the software and install the new version. Check whether it is working or not
May be operating system is not updated one. Try to update it once and go through with this.
Now, check the subscription plan for those who have paid for the services. In case, the subscription period is complete then also you may see Kaspersky not responding well.
Hence, the user may pay for the subscription so that the antivirus. The application starts working as soon as possible.