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 is an administrator.

In order to generate a trace file, do the following:

• Click Support in the bottom left corner of the main application window.
  
• The Support window will open, click System trace.
  
• This will open the Information for Technical Support window.

• Select a trace level in the Level drop-down menu. Please consult your Technical support engineer for recommended trace level. If there are no special recommendations, you should set it to Normal (500).
  
• Click Enable to start generating trace file.
  
• Reproduce the problem.
  
• Click Disable to stop generating trace file.

Trace files have text format and unique names: [Application_version]_[Creation_date]_[Creation_time_GMT]_[PID].

By default, trace files are generated in the %ProgramData% folder:

• for Microsoft Windows Vista / Windows 7 / Windows 8 / Windows Server 2008 R2: C:\ProgramData\Kaspersky Lab\;
  
• for Microsoft Windows XP / Windows Server 2003: C:\Documents and Settings\All Users\Application Data\Kaspersky Lab\.

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): 

• Critical (100). Logs critical errors only.
  
• High (200). Logs all errors including critical.
  
• Troubleshooting (300). Logs all errors and warnings. 
  
• Important (400). Logs all errors and warnings, plus additional information messages.
  
• Normal (500). Logs all errors and warnings, as well as additional information messages and normal operational data. This is default level.
  
• Low (600). Logs all possible messages.

In order to send trace files to the Technical Support service:

• Click Upload information for Technical Support to server in the Information for Technical Support window.
  
• The Uploading information for Technical Support to server window will open.

• Check the files to be sent to the Technical Support.
  
• Click Show Statement text to read the data processing agreement.
  
• Enable the I agree with the Data Provision Statement option.
  
• Click Send.
  
• The Request number window will open.

• In the Request number window, indicate the number assigned to your request by the Technical Support service.
  
• Click OK.
  
• Selected trace files SRV, GUI, HST (in case an update task was running) and sysinfo will be archived and sent to the Technical Support server.

In order to save the trace file and the system info report on hard disk:

• Click Cancel in the Request number window.
  
• In the next window click Yes to confirm saving the files on hard disk.
  
• Follow the standard Windows explorer routine to save archive.
  
• Enter the archive name in the File name field and click Save.
  
• This will save the selected trace files (all by default - SRV, GUI, sysinfo) in a zip archive in the selected folder.
  

The created trace files are encrypted.

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.