What should I do if Kaspersky is not detecting a known virus ?
1. Log-in to the machine and try to run a full scan manually
2. If the potential threat still has not been detected, please provide us an example file of the potential threat and zip the file on a password protected folder
3. Collect the GSI report: https://kaseya.zendesk.com/entries/32433883-Using-Get-System-Info-tool-for-KAV
Create a support ticket and attach both files from Step 2 & 3 so we can send it over to Kaspersky Support for analysis.