Kaspersky PURE Release 2

Kaspersky PURE/Kaspersky PURE R2 returns an "unknown error"

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Applies to Kaspersky PURE / PURE R2

If Kaspersky PURE / PURE R2 is installed on your computer and returns an "unknown error",  then create a request to Kaspersky Lab Technical Support service via My Kaspersky Account.

In order to create a request to Kaspersky Lab Technical Support service via My Kaspersky Account, perform the following actions:

1. Enter Your Kaspersky Account

1. Open the main page of My Kaspersky Account
2. Enter My Kaspersky Account:
• if you are not registered in the service, then click the Register in My Kaspersky Account link to register in the service. You can find more detailed information in the article KB2391.
• if you are registered in My Kaspersky Account, then type your e-mail and Password and the click the OK button

2. Send request to Kaspersky Lab Technical Support service

1. On your My Kaspersky Account page click Manage and submit your requests



2. Go to the Send request to Kaspersky Lab support team tab

 

3. On the Send request to Kaspersky Lab Technical Support page select your region and click the submit report link to create a request. 

 

4. In the Product information section:
• select the required Kaspersky Lab product from the list
• select the product version
• select the operating system installed on your computer. If the list does not include your operating system, select another operating system and enter its name in the appeared field
5. In the Problem description section:
• select the required request type from the list

If an activation code is attached to My Kaspersky Account, the list of request types will contain more items.

• describe your problem in all the details
• in the Attach files section:
• upload files (maximum file size is 10 MB, total size - not more than 50 MB) to the Kaspersky Lab server by clicking the Choose File button. You can upload any files which help to rectify and resolve your problem (screenshots, reports etc.). Kaspersky Lab experts recommend to upload a report created using the GetSystemInfo utility.
• upload the required files via FTP by clicking the link upload files via FTP (maximum file size is 1200 MB). To get the link to the file you uploaded, add your request number to the address: ftp://beta.kaspersky-labs.com/<request number>
• in the Submit request section:
• type numbers and letters from the insription
• click the Submit request button.



8. You can track the status of your requests, send additional information and get answers from the technical support experts in Your Kaspersky Account on the Manage and submit your requests tab.



 

Useful references

How to make a screenshot
How to register in My Kaspersky Account?
How to generate a GetSystemInfo version 3.0 report