How to make a screen recording if you face a problem with an application

If you encounter a problem with the application, you can make a screen recording and traces and send them to Customer Service for analysis.

To make screen recording and traces:

  1. Open the main application window.
  2. In the main application window, click the Menu button.
  3. Select Customer Service → Problem recording → Open from the drop-down menu.

    To open the Problem recording window, you will need a system administrator account.

  4. Select the Record the screen check box. If the Record the screen check box is not selected, clicking Start recording only creates a trace file (service file that contains information about the application operations).

    The Use DirectX for screen recording option is selected by default. If the recorded video does not display certain windows (for example, the application window), or if you encounter any other issues with the video, try to disable this option.

  5. Select the Run the Kaspersky Get System Information tool after a problem has been recorded check box and/or Record low level tracing (optional) check box if you were asked to do so by a Customer Service expert.
  6. Click the Start recording button.

    The recording indicator is displayed in the upper part of the screen.

  7. Perform actions that demonstrate the problem you are having.
  8. Click the Stop and save button.

    Recording is stopped and saved in an archive on Desktop. To access the archive, you will need an Administrator account.

  9. Click the Go to archive button.

    This opens an Explorer window at the location of the ZIP archive. The archive contains the screen recording and a trace file.

  10. Send the archive to the communication channel specified by the Customer Service expert.
  11. If you want to delete all system data, reports, and traces, click Delete all service data and reports.

If your instance of Kaspersky VPN Secure Connection fails to start, you can run the troubleshoot.exe tool from the application's installation folder to record the problem. The tool provides the same options as the problem recording window within Kaspersky VPN Secure Connection.

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