Getting information for Technical Support

Getting data files

After you inform Kaspersky Lab Technical Support specialists about your issue, they may ask you to send the following files:

• SVM system statistics files
• SVM and protected virtual machine trace files
• SVM and protected virtual machine dump files

Dump files are saved on the virtual machine in a readable format. You are advised to ensure that information stored on a virtual machine is protected against unauthorized access before it is sent to Kaspersky Lab. Contact Technical Support representatives for detailed information on how to create dump file.

Editing application settings

Technical Support specialists may also require additional information about the operating system, processes that are running on the protected virtual machine, detailed reports on the operation of application components.

While conducting diagnostic work Technical Support specialists may ask you to change application settings for debugging purposes:

• Activate the functionality that gathers extended diagnostic information.
• Fine-tune the individual components of the application using configurations not available through the standard tools of the user interface.
• Run the utilities, included in the application distribution kit.
• Change the settings for storing diagnostic information.
• Enable debugging mode for the Integration Server.
• Configure interception of network traffic and saving it to a file.

Technical Support experts will provide you with all the information needed to perform the listed operations, including a description of the sequence of steps, settings to be modified, configuration files, scripts, additional command line functionality, debugging modules, special-purpose utilities, and will inform you about the scope of data submitted for debugging purposes.

The extended diagnostic information is saved on your virtual machine. The data is not automatically sent to Kaspersky Lab.

You are strongly advised to perform the above-mentioned steps solely under the guidance of Technical Support specialists and according to their instructions. Changing application settings on your own in ways not described in application manuals or in the recommendations of Technical Support specialists may result in performance loss and operating system failures, a reduced level of protection for the virtual machine, and the violation of the availability and integrity of the information being processed.

Getting information about SVMs connected to the Integration Server

Technical Support experts may ask you to provide information about the SVMs that are connected to the Integration Server. You can view a list of all SVMs connected to the Integration Server in the Integration Server Management Console.

Disabling the rollback function

You may need to disable the rollback function to analyze an error that occurred during SVM deployment. To do so, you need to modify the Kaspersky.Virtualization.Wizard.exe.config file. The file is located on the computer where the Administration Console of Kaspersky Security Center is installed.

To disable the rollback function:

1. On the computer hosting the Administration Console of Kaspersky Security Center, open the Kaspersky.Virtualization.Wizard.exe.config file in a text editor to make changes. The file is located in the following folder depending on the operating system installed:
   • %ProgramFiles(x86)%\Kaspersky Lab\Kaspersky Security Center\Plugins\la.plg\DeployWizard\ (for 64-bit operating systems).
   • %ProgramFiles%\Kaspersky Lab\Kaspersky Security Center\Plugins\la.plg\DeployWizard\ (for 32-bit operating systems).

   You must edit the file under the administrator account.

2. In the <appSettings></appSettings> section, edit the <add key=" disableRollback" value="false" /> string as follows:

   <add key=" disableRollback" value="true" />

3. Save and close the Kaspersky.Virtualization.Wizard.exe.config file.

Application performance diagnostics

For application performance diagnostics, you may need to turn on debug mode for the Integration Server. To turn on debug mode, you need to use special configuration file settings. For more detailed information, please contact Technical Support.

For diagnostics of the Integration Server, Technical Support experts may ask you to use the diagnostic tool named viis_console included in the application distribution kit. For more detailed information, please contact Technical Support.

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