After installing Kaspersky Endpoint Security 10 for Windows you may experience a Windows BSOD or deadlock, e.g. on operating system boot or when starting a task. Most probably, there is a conflict between Kaspersky Endpoint Security 10 for Windows and other software installed or some drivers.
Kaspersky Lab specialists may request an application runtime trace file for troubleshooting such cases.
Make sure your user account has administrator permissions.
To generate a trace file:
Trace files are created in encrypted form with the .enc1 extension and unique name: [Application-version]_[Creation_date]_[Creation_time_GMT]_[PID]
By default, trace files are generated in the %ProgramData% folder:
If there is an update task running, another log file gets generated in *.HST format.
The created trace files are encrypted.
Folders containing trace files are hidden. You should unhide hidden files and folders in Windows settings to be able to access trace files.
There are following trace levels available (from minimum to maximum details):
In order to send trace files to the Technical Support service:
In order to save the trace file and the system info report on hard disk:
In order to delete a trace file, you should exit the application, delete the trace file from the %ProgramData% folder and start the application again.
Which utilities should I use to create trace, dump and/or log files for troubleshooting of Kaspersky Endpoint Security 10 for Windows?How to get a Kaspersky Security Center 10 network agent connector log (trace) file
When deciding on downloading the distributive package of AES Encryption module, you must be guided by the national legislation of the country of your residence in relation to cryptographic means.
AES Encryption Module: aes_encryption_module_126.96.36.1994en.exe
AES Encryption Module Lite: aes_encryption_module_188.8.131.524en.exe
How to install the Encryption Module?
Release of antivirus database updates (required to protect your computer/server/mobile device)
Providing technical support over phone / web
Release of patches for the application (addressing detected bugs)
For proper functioning of Kaspersky Endpoint Security 10 for Windows, your computer must meet the following requirements:
*File-Level Encryption (FLE) and Full Disk Encryption (FDE) features are not supported.
Kaspersky Endpoint Security 10 for Windows has passed a full cycle of testing on:
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