After the installation of a Kaspersky Lab product, Windows operating system may stop responding or return a stop error while the computer is being started or when some task is being executed. It might be caused by incompatibility of software or drivers installed on your computer with the chosen Kaspersky Lab product. If you encounter an issue of this type, send a request to Kaspersky Lab Technical Support with a Get System Info report file.
Please note: if the technical engineer didn't specify the type of the report, you should get a standard report.
Run Get System Info from the command line with one of the following parameters:
Sometimes Kaspersky Lab support engineers ask customers to send screenshots (for example, with the error or product settings window) so that they can solve the customers' issues.
Click on your operating system type to expand the detailed guide:
On some keyboards, the button may be named Prt Sc SysRq, Prt Scr SysRq, or another shortening of the same sort.
If there is no Print Screen button on your keyboard, use the on-screen keyboard which can be found in the Ease of Access Center section of the Control Panel.
To take a screenshot of the whole screen:
To take a screenshot of a specific menu:
The images you have taken will be available in Gallery.
If this method did not work, please contact the technical support of your device.
The images you have taken will be available in Photos.
The Temp directory is a folder used to store temporary files. When a program ends, the temporary files are deleted. However, sometimes these files are not deleted, for example, when a program is exited improperly. Cleaning, or deleting, the contents of the Temp directory frees up space on your hard disk.
In order to delete all files from the Temp directory and to free up space on the hard drive, perform the following actions:
The folder containing temporary files has been deleted.
Kaspersky Lab’s Maintenance Service Agreement (MSA) options provide superior support for all of your security needs.
Protect your business with world-class assistance from our local team of certified engineers.
Select plans include:
Designed for smaller organizations that want additional help beyond standard break/fix support, as well as access to senior technical support resources.
Designed for growing businesses that need fast access to senior technical resources and would benefit from deployment, configuration, migration and best practices assistance.
Designed for organizations that require 24x7 support availability for critical issues, with direct access to senior technical engineers.
Designed for large enterprises with complex environments that require dedicated, personalized, proactive support around the clock.
*Premium Incidents: More extensive than standard issues, premium incidents often require a walk through, a review of best practices or an advanced guided explanation.
**Break/Fix Incidents: Software errors or malfunctions, or software that is not working as documented.
You can activate Kaspersky Lab products for business using an activation code or a key file.
An activation code is a unique set of characters that comes in 4 blocks of 5, separated by a hyphen (-). Each block comprises of 5 characters which can be a combination of letters and numbers, which comes to a total of 20 characters (XXXXX-XXXXX-XXXXX-XXXXX). You cannot activate a commercial version of the product without an activation code.
Activation codes are unique for each Kaspersky Lab product.
If you have purchased a Kaspersky Lab product via the eStore, the activation code will be sent to the e-mail address you specified when placing the order.
The renewal activation code is on the reverse side of the renewal card.
A commercial key file is a file of the following format: xxxxxxxx.key. This file allows using a Kaspersky Lab product on commercial license terms. You cannot use a commercial version of the product without a key file.
Activation with the key file does not require access to the Internet and to Kaspersky Lab activation servers.
A commercial key file contains the following information about the license:
A trial key file serves for evaluating a Kaspersky Lab product for a set period of time. Trial key files are available free of charge.
A trial version of a Kaspersky Lab product is fully functional (same as a commercial one).
A trial key file for a Kaspersky Lab product is valid for 30 days since the application was activated with it. After the trial key expires, Kaspersky Lab product stops updating antivirus databases and check mail messages and file systems for viruses.
The trial period cannot be extended by activating another trial key file or reinstalling the application on the same operating system.
To receive a trial key file for a Kaspersky Lab product for business, do the following:
To calculate the expiration date of the key file, add the key file validity period to the activation date. Note that the key file cannot be used after the license life-time ends.
If the license life-time comes to an end before the key file expiration date, the key file will expire prematurely.
When a commercial license key or an activation code expires, all the components of the product remain functional, except for the antivirus database update task. You can still perform scan tasks and use protection components, however, they will use the antivirus databases released before the license expired.
Kaspersky Lab does not guarantee solid protection against the new malware that emerges after the license expiry.
We recommend adding a new key file before your active license expires to maintain maximum protection on your computer.
If the key file or activation code for a Kaspersky Lab product for business has been lost or deleted by mistake, you can restore it. To restore the key file or an activation code, contact:
In your request, provide the following information:
Beta testing key files are issued for the users who are interested in testing Kaspersky Lab software which has not been released yet.
The users of beta versions can receive technical support in a respective
Kaspersky Lab forum thread or by the e-mail address specified in the documentation for the product beta.
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