Kaspersky Endpoint Security 8 for Windows (for workstations)

 
 
 

Generating Kaspersky Endpoint Security 8 for Windows trace files via GUI

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2013 Apr 29 ID: 7376
 
 
 
 
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Why do I need a Kaspersky Endpoint Security 8 for Windows trace file?

How to create a trace file

Trace levels

How to submit trace files to the Technical Support service

How to save a trace file and system information on the hard disk

How to delete a trace file


Why do I need a Kaspersky Endpoint Security 8 for Windows trace file?


You may need it in case you have Kaspersky Endpoint Security 8 for Windows installed and experience a MS Windows crash or deadlock when booting the system or starting a task. This may be a signal of a conflict between Kaspersky Endpoint Security 8 for Windows and some software or hardware.

Kaspersky Lab Technical Support may request a Kaspersky Endpoint Security 8 for Windows trace file for troubleshooting.

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How to create a trace file

Information Make sure to use an administrator user account.

  • Click the Support button in the main application window.
  • Click the System tracing button.
  • An Information for Technical Support window will open.



  • Select a Trace level in the drop-down menu as requested by the Technical support. In case there is no clear statement from the Technical support, it is recommended to set Normal (500).
  • Click the Enable button to start the tracing process.
  • Reproduce the issue.
  • Click the Disable button to stop the tracing process.

Trace files are created in a text format with a unique name: [Application_version]_[Creation_date]_[Creation_time_GMT]. Trace files are generated in the %ProgramData% folder, by default:
  • Windows Vista / Windows 7 / Windows Server 2008: Disk:\ProgramData\Kaspersky Lab\;
  • Windows XP / Windows 2003: Disk:\Documents and Settings\All Users\Application Data\Kaspersky Lab\.


If an Update task is started, a *.HST file with .log extension gets created as well.

Information The trace files are stored in hidden folders. You should  enable hidden files/folders visibility to be able to access them.

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Trace levels

There following trace levels are available (from minimum to maximum details):
  • Critical (100). Log critical errors only.
  • High (200). All errors (critical and common).
  • Diagnostic (300). All errors, and notifications.
  • Important (400). All alerts and notifications about common and critical errors, and notifications with additional data.
  • Normal (500). All alerts and notifications about common and critical errors, and notifications with additional normal operational data. This value is set by default.
  • Low (600). Log absolutely everything.

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How to submit trace files to the Technical Support service
  • Click the Support button in the main application window.
  • Click the System tracing button.
  • An Information for Technical Support window will open.
  • Click the Upload information for Technical Support to server link.



  • Mark the files you want to submit to the Technical Support service.
  • Click the Send button.
  • Request number dialogue box will open.



  • Enter the number assigned to your request in the Personal cabinet.
  • Click OK.
  • The selected trace files, SRV, GUI, HST (if an Update task was running) and sysinfo, will be automatically archived and sent to the Technical Support server.
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How to save a trace file and system information on the hard disk
  • Click the Support button in the main application window.
  • Click the System tracing button.
  • An Information for Technical Support window will open.
  • Click the Upload information for Technical Support to server link.
  • Mark the files you want to submit to the Technical Support service.
  • Click the Send button.
  • Request number dialogue box will open.
  • Click Cancel.
  • Confirm the request to save the data on the hard disk by clicking Yes.



  • A standard Windows Explorer Save window will open.
  • Enter an archive name in the File name field and click Save.
  • The selected trace files (SRV, GUI and sysinfo, by default) will be automatically ZIP-archived and saved in the selected folder.
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How to delete a trace file

It is necessary to exit Kaspersky Endpoint Security 8 for Windows before deleting a trace file:
  • Right-click the Kaspersky Endpoint Security 8 for Windows system tray icon.
  • Select Exit.
  • Delete the trace files inside the %ProgramData% folder.
  • Start Kaspersky Endpoint Security 8 for Windows: by clicking Start > All programs > Kaspersky Endpoint Security 8 for Windows > Kaspersky Endpoint Security 8 for Windows.
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Applies To:

  • Kaspersky Endpoint Security 8 for Windows (for workstations)
  • Kaspersky Endpoint Security 8 for Windows (for file server)