Using trace files
After you report a problem to Technical Support specialists, they may ask you to generate a report with information about the operation of Kaspersky Safe Kids and send it to Technical Support. Technical Support specialists may also ask you to create a trace file. A trace file allows tracing the process of performance of application commands step by step and determining the stage of application operation at which an error occurs.
Go to the Technical questions section for instructions on collecting information for Technical Support.
About the content of dump files
Dump files contain information about the physical memory of the device, loaded drivers, and a copy of the fragments of the physical memory of the device that help to identify the spot in the application where the crash occurred.
Dump files can contain confidential data. Kaspersky Lab does not store or process confidential data. The files sent are needed to troubleshoot the application.
About trace files of the Kaspersky Safe Kids downloader and Installation Wizard
Trace files contain information about events that occur when:
- downloading the Kaspersky Safe Kids installation package
- installing Kaspersky Safe Kids
Trace files for the Kaspersky Safe Kids downloader and Installation Wizard can contain the addresses of the servers from which the installation package was downloaded, the full names of the files to be installed, and shortcuts.
Trace files for the Kaspersky Safe Kids downloader and Installation Wizard are stored in the %TEMP% folder under the following names:
- kl-preinstall-<date>-<time>.log
- kl-install-<date>-<time>.log
- kl-setup-<date>-<time>.log
About GUI.log, SRV.log, and HST.log trace files
GUI.log and SRV.log trace files contain the information about events that occur during:
- connecting to My Kaspersky
- fetching settings from My Kaspersky
- sending statistics to My Kaspersky
- applying the settings received on the computer
GUI.log trace files can contain user names for the operating system, website addresses, names of browsers, and the full names of files launched by the user.
SRV.log trace files can contain full names of application files, the name and IP address of the proxy server, user restrictions, addresses of viewed websites, and user names in the operating system, public server certificates, as well as user names and passwords used for logging in to websites via an open protocol connection.
HST.log trace files can contain full names of application files, the name and IP address of the proxy server, user restrictions, addresses of viewed websites, and user names in the operating system.
Trace files are stored in the %ProgramData%\Kaspersky Lab folder (or in the C:\Documents and Settings\All Users\Application Data\Kaspersky Lab folder under Windows XP).
Trace files have names looking like this:
- safekids.<version>_<date_created>_<time_created>_<process ID>.GUI.log.
- safekids.<version>_<date_created>_<time_created>_<process ID>.SRV.log.
- safekids.<version>_<date_created>_<time_created>_<process ID>.HST.log.
All trace files are stored on your device from the moment the application is installed until the application is removed, when they are permanently deleted.