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.
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*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.
For Windows 2000, XP, Vista, 7, 8, 8.1, 10 a password of the local user Administrator is required.
On some computer configurations the key F8 is used to select a physical drive to boot from. In this case select a hard disk drive with installed OS. Once you have pressed Enter, keep pressing F8 until Windows Advanced Options Menu is displayed.
After you perform required action in the Safe Mode, reboot the computer.
If a computer boots only in the normal mode and "blue screen" when choosing safe mode, it is possible that the registry branch Safeboot responsible for booting in safe mode is damaged. The registry branch Safeboot can be restored using a previously imported .reg file. In order to do this, perform the following actions:
On computers working under the Windows Vista/7/8/8.1/10 operating system a message from the User Account Control service may appear. To continue the process, click Yes in the open window.
If the boot menu is not displayed by pressing the F8 key for some reason and the OS keeps booting in normal mode, you are recommended to do the following:
Once you have performed the necessary actions you need to uncheck the /SAFEBOOT option. It will allow to reboot your computer in the normal mode.
How to make a screenshot
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