Contents
Contacting Technical Support
This section describes the ways to get technical support and the terms on which it is available.
How to get technical support
If you do not find a solution to your problem in the application documentation or in one of the other sources of information about the application, we recommend that you contact the Technical Support. Visit the Technical Support website to contact our experts who will answer your questions about installing and using the application.
Before contacting Technical Support, please read the support rules.
Technical support is available only to users who have purchased a license for use of the application. Technical support is not available to users of free versions.
Page topCollecting information for Technical Support
After you notify Technical Support specialists of a problem, they may ask you to create a report that contains information about your operating system and send it to Technical Support. Technical Support specialists may also ask you to create a trace file. The trace file allows tracing the process of performing application commands step by step and determining the stage of application operation at which an error occurs.
To provide better support on issues related to functioning of the application, Technical Support specialists may ask you to temporarily change application settings for debugging purposes while diagnostics are ongoing. To do so, you may need to perform the following actions:
- Collect extended diagnostic information
- Fine-tune application settings that are not accessible through the standard user interface.
- Reconfigure storage and sending of collected diagnostic information.
- Set up interception of network traffic and saving of network traffic to a file.
Technical Support specialists will give you all information necessary for performing these actions (step-by-step instructions, settings to be changed, scripts, additional command line features, debugging modules, special utilities, etc.) and will inform you of what data will be collected for debugging purposes. After the extended diagnostic information is collected, it is saved on the user's computer. The collected data is not sent automatically to Kaspersky.
You are advised to perform the preceding actions only under the guidance of a Technical Support specialist after receiving instructions to do so. Changing application settings by yourself in ways not described in Help or not recommended by Technical Support specialists can cause slowdowns and crashes of the operating system, reduce the protection level of your computer, and damage the availability and integrity of the processed information.
Creating a system state report
To create an operating system state report:
- Open the main application window.
- In the main application window, click the
button. - Select Support → Support Tools → Open from the drop-down menu.
- Click the How to create an operating system state report link.
Your browser opens a Knowledge Base article on how to create an operating system state report.
- Follow the instructions in the Knowledge Base article.
Sending data files
Once created, the trace files and the system state report should be sent to Kaspersky Technical Support specialists.
You will need an active request number to upload files to the Technical Support server. You can find this number on My Kaspersky.
How to upload data files to the Technical Support server
To upload data files to the Technical Support server:
- Open the main application window.
- In the main application window, click the button.
- Select Support → Support Tools → Open.
- In the window that opens, click the Send report to Technical Support link to open the Select data to include in the report window.
- Select the check boxes next to the data that you want to send to Technical Support.
- Enter the number assigned to your request by Technical Support.
- Click the Send report button.
The selected data files are packed and sent to the Technical Support server.
If you were unable to send the files for any reason, the data files can be stored on your computer and later sent from My Kaspersky.
How to save data files to disk
To save data files to disk:
- Open the main application window.
- In the main application window, click the button.
- Select Support → Support Tools → Open.
- In the window that opens, click the Send report to Technical Support link to open the Select data to include in the report window.
- Select the types of data to save to disk:
- Operating system information. Select this check box to save information about the operating system of your computer to disk.
- Data received for analysis. Select this check box to save application trace files to disk. Click the <number of files>, <data volume> link to open the Data received for analysis window. Select check boxes opposite the trace files that you want to save.
- Click the Save report button to open the window for saving an archive with data files.
- Specify the archive name and confirm saving.
The created archive can be sent to Technical Support from My Kaspersky.
Page topContents and storage of trace files
Trace files are stored on the computer openly for seven days after the writing of trace files is disabled. Trace files are deleted permanently after seven days.
Trace files are stored in the ProgramData\Kaspersky Lab folder.
The format of trace file names is as follows: KSDE<version number_dateXX.XX_timeXX.XX_pidXXX.><trace file type>.log.
Trace files can contain confidential data. You can view the contents of a trace file by opening it in a text editor (such as Notepad).
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