How to gather trace files in Kaspersky Anti-Virus version 6.0 MP4



Kaspersky Anti-Virus 6.0 R2 SOS


How to gather trace files in Kaspersky Anti-Virus version 6.0 MP4

Back to "Troubleshooting"
2014 Apr 29 ID: 2824

After installing Kaspersky Anti-Virus version 6.0 MP4, you may experience system instability on computer startup or while performing some tasks. Most likely, the reason is a conflict between Kaspersky Lab software and some hardware drivers or other vendors' software installed on your computer. When you address Kaspersky Lab Technical Support service, it is highly probable that you will be asked to collect application trace files to expedite troubleshooting.

How to collect application trace files:

  1. Download the archive
  2. Extract files from the archive using a file archiver (WinZip, for example);
  3. Run KavLogMP4.exe on the computer that encounters the problem;
  4. Select the required Trace level in the field Level. Set the Trace level to Notify (500) unless recommended otherwise by our support engineer.
  5. Enable tracing by clicking the button Turn trace on.
  6. Reproduce the problem computer.
  7. After the problem has been reproduced, please disable the utility: open it and click Turn trace off;

    Important. Do not keep the utility turned on any longer than necessary
    . Otherwise it will continue writing trace files until they consume all disk space available.
  8. Stop Kaspersky Anti-Virus (right-click the Kaspersky Anti-Virus icon in the Notification area, and then click Exit on the shortcut menu).
  9. Find the trace files generated by the utility and compress them into an archive (for example, using WinZip).
  10. Send the archive to the Kaspersky Lab Technical Support.

    The utility generates trace files in a textual format under a unique name: 
    [Product_version]_[Date_of_creation]_[ Time_of_creation - GMT].

    You can find trace files in the following folder:
    • Windows Vista/7/Server 2008: Disk:\ProgramData\Kaspersky Lab\
    • Windows XP/Server: Disk:\Documents and Settings\All Users\Application Data\Kaspersky Lab\
    • Windows 2000: Disk:\Documents and Settings\All Users.WINNT\Application Data\Kaspersky Lab\
It is necessary to have the option Show hidden files and folders enabled.
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