Kaspersky Anti-Virus 2009

After the installation of a Kaspersky Lab product, Windows may "blue screen" or freeze, e.g. while the computer is being started or if some task is being executed. It might be a conflict either with your computer software or with some drivers and a Kaspersky Lab product If such a problem arises, Kaspersky Lab Technical Support should receive a report file of GetSystemInfo utility. 

Using the utility GetSystemInfo  you can specify settings of the created report. The article descibes the actions you need to take to get

• standard GetSystemInfo report

• full GetSystemInfo report

1. How to get standard GetSystemInfo report:

• Download the archive GetSystemInfo4.zip [ZIP, 226KB] from the Kaspersky Lab server (getsysteminfo4.exe [EXE, 693KB] to download non archived utility)
• Unpack the archive GetSystemInfo4.zip 
• run GetSystemInfo.exe on the computers with the problem 
• in the window of GetSystemInfo - End User License Agreement click I agree
  

• click the button Create report in the right part of the window

• wait until the utility work is completed
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If you have direct access to the Internet, the application will close automatically and a web-page with your GetSystemInfo report will open in your default Internet browser. The page address will be copied to clipboard. You can add the report address to the request by pressing the combination of keys on the keyboard Ctrl+V.

• Send a request to Kaspersky Lab Technical Support.

How to create full get GetSystemInfo report

• Download the archive GetSystemInfo4.zip [ZIP, 226KB] from the Kaspersky Lab server (getsysteminfo4.exe [EXE, 693KB] to download non archived utility)
• Unpack the archive GetSystemInfo4.zip 
• run GetSystemInfo.exe on the computers with the problem 
• in the window of GetSystemInfo - End User License Agreement click I agree

• click the Settings button in the right upper corner of the window

• to create the maximum detailed report move the Settings slider to the Maximum position
• click OK to cllose the Settings window

• click the button Create report in the right part of the window

• wait until the utility work is over

If you have direct access to the Internet, the application will close automatically and a web-page with your GetSystemInfo report will open in your default Internet browser. The page address will be copied to clipboard. You can add the report address to the request by pressing the combination of keys on the keyboard Ctrl+V.

• Send a request to Kaspersky Lab Technical Support.

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How to send a request to Kaspersky Lab Technical Support and attach  the created report file

In your request to technical support  always give the report address on the Internent and attach the report file to the request (the default file name is GetSystemInfo_<USER>_YYYY_MM_DD.zip and is saved on the Desktop).

If you connect to the Internet via a proxy-server, the report will be uploaded onto the server and the message will be displayed informing that an error occurred when uploading to GSI server.

• Click Cancel in the window with the message "An error occured when uploading to GSI server"
• Close the window with the message suggesting to manually upload the file from your browser and click OK

• Create a request to Kaspersky Lab Technical Support via My Kaspersky Account

In the request give the detailed description of your problem and the actions to perform to reproduce the problem.

• Attach the created report file (with the default name GetSystemInfo_<USER>_YYYY_MM_DD.zip) to the form.
• Upload your files via web-form: you can attach the necessary files to the message using this web-form.
• Upload your files on Kaspersky Lab's FTP server manually: you can attach the necessary files to your message by uploading them on the Kaspersky Lab's FTP server in the folder with the name of your request number.

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	Useful references
	FAQ for My Kaspersky Account How to register in My Kaspersky Account? How to upload a file using FTP when I create a request to Kaspersky Lab Technical Support?