While creating a request to Kaspersky Lab Technical Support, you can send additional files (reports, screen shots, dump files etc.) which can help to resolve your problem.
If file size is less than 2 MB, then you are recommended to upload this file via a web form. Otherwise, you need to upload files using the FTP option.
In order to upload a file using the FTP option, perform the following actions:
- In the Attach files window click the upload files via FTP link.
- A blank page of the default web-browser will open. The address will look the following way ftp://myaccount.kaspersky-labs.com/<request_number> (for example, ftp://myaccount.kaspersky-labs.com/314186784).
- Copy this address into the Windows Explorer address line (to open the Explorer window, press the combination of keyboards "Windows" with the logo
+ "E") and press the Enter key.
- In another Windows explorer window open the folder with a file you want to send.
- Right-click the file and in the context menu Copy.
- In the window with the address ftp://myaccount.kaspersky-labs.com/<request_number> right-click an empty space and from the context menu select Paste.
- In the Copying window a progress bar of the file upload onto the Kaspersky Lab FTP-server will appear.
- Once the file is uploaded, close the window and return to the request creating window.
- An uploaded file will appear in the request form.
