Kaspersky Anti-Virus 6.0 R2 SOS


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

Back to "Troubleshooting"
2011 Dec 22 ID: 2824

Applies to:
  • Kaspersky Anti-Virus 6.0 for Windows Workstations MP4
  • Kaspersky Anti-Virus 6.0 SOS MP4
  • Kaspersky Anti-Virus 6.0 for Windows Servers MP4
  • After installing Kaspersky Anti-Virus version 6.0 MP4 you may experience a situation when your operating system is unstable at computer start-up, for example, or you get an operating system error message when starting some task. Most likely it means there is a conflict between Kaspersky Lab software and some hardware drivers or software installed in your computer. When you address Kaspersky Lab Technical Support service, it is highly probable that you will be asked to gather application trace files to help in troubleshooting your situation.

    How to gather application trace files:

    1. download the archive KavLogMP4.zip;
    2. extract files from the archive KavLogMP4.zip using a file archiver (WinZip, for example);
    3. execute KavLogMP4.exe on the problematic computer;
    4. select the required Trace level in the field Level;

      InformationYou will learn which Trace level is required in your case from the Technical Support service
      or set Trace level to Notify (500), unless recommended otherwise;

    5. enable tracing by clicking the button Turn trace on;
    6. reproduce the problem on the problematic computer;
    7. after the problem has been reproduced, please disable the utility: open it and click Turn trace off;

      WarningDo not keep the utility turned on any longer than necessary
      . Otherwise it will continue writing trace files until they consume all free hard disk space!

    8. stop Kaspersky Anti-Virus (right-click Kaspersky Anti-Virus icon in system tray and choose Exit in the contextual menu;
    9. find the trace files generated by the utility and compress them into an archive (using WinZip, for example);
    10. send the archive to the Technical Support service.

      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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