Before you contact Technical Support

Before you submit a request to Technical Support:

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Users found these articles and resources helpful:
Use recommendations from the articles:
  • In case your application fails to detect spam emails, follow the recommendations from this article.
  • In case your application falsely identifies emails as spam, use this article.

Users of Kaspersky Scan Engine often find these articles helpful:

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or add a video illustrating the problem.
  3. Provide additional information:
    1. (For Windows) Kaspersky Get System Info report with the Include Windows event logs option enabled, collected on the host on which the issue occurs. For instructions, see the article.
    2. Trace files collected during reproducing the issue. For instructions, see the article.
    3. Configuration files of klScanEngineUI.xml and kavicapd.xml, or kavhttpd.xml.
  4. Submit a request to Kaspersky Technical Support through CompanyAccount.
Users often find these articles helpful:

Create a request and collect the information below in the following cases:

  1. The object is in the system memory, and the file or link are malicious, but they are not detected by a Kaspersky application.
  2. The object is in the system memory, and the file or link are detected as malicious, but you consider them to be safe.
  3. The object is in the system memory, and the file or link must be re-verified.

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Specify the following information about your Kaspersky application:
    1. Name
    2. Version and installed patches
    3. Anti-virus database release date
    4. Detection event text
  3. Describe the scope of the problem and specify what business processes have been disrupted.
  4. In case:
    1. If a detection event should occur, or if it occurs instantly when you are visiting a website or opening a folder with the file (before running it), specify the web link and/or a file sample in an archive protected with the password "infected" in the request description. To do this, follow these instructions.
    2. If a detection event should occur, or if it occurs some time after you visit a website or use an application, collect the information from the point above and attach trace files of the application for protection of endpoint devices in the moment when the problem occurs.
  5. Submit a request to Kaspersky Technical Support through CompanyAccount.
Use recommendations from the article

If the key file for a Kaspersky solution has expired before it is supposed to, use the recommendations from the the article.

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or add a video illustrating the problem.
  3. Provide additional information:
    1. Kaspersky Get System Info report with the Include Windows event logs option enabled, collected from the device on which the issue occurs. For instructions, see the article.
    2. Kaspersky Security event log in the EVT or EVTX format. For instructions, see the article.
    3. Export of a KLP policy.
    4. Contents of the catalog: C:\ProgramData\Kaspersky Lab\Kaspersky Security for Windows Server\11.0\Reports. To see its contents, enable the display of hidden folders in the operating system.
  4. Submit a request to Kaspersky Technical Support through CompanyAccount.

We recommend to switch to Kaspersky Endpoint Security for Windows to keep all familiar features after the end of support.

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or add a video illustrating the problem.
  3. Provide additional information: the KseInfoCollector utility report. For details, see the article.
  4. Submit a request to Kaspersky Technical Support through CompanyAccount.

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or add a video illustrating the problem.
  3. Provide the following additional information in text format:
    1. Email address on which the workspace is registered.
    2. Workspace ID from the list of workspaces.
  4. Submit a request to Kaspersky Technical Support through CompanyAccount.

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or add a video illustrating the problem.
  3. Provide a Kaspersky Get System Info report generated on the Administration Server with the Include Windows event logs option enabled. For instructions, see this article.
  4. Submit a request to Kaspersky Technical Support through CompanyAccount.

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or or add a video illustrating the problem.
  3. Provide the following additional information in text format:
    1. Email address on which the workspace is registered.
    2. Workspace ID from the list of workspaces.
  4. Submit a request to Kaspersky Technical Support through CompanyAccount.

To speed up the processing of your request and reduce the number of additional questions:

  1. Install the latest version of Kaspersky Endpoint Security for Windows with an available cumulative patch.
  2. In Kaspersky Endpoint Security for Windows, identify the component which causes the problem using these instructions.
  3. Describe the issue using these recommendations.
  4. Attach full-screen screenshots with the error texts and time of their occurrence, or add a video illustrating the problem
  5. Attach a Kaspersky Get System Info report with the Include Windows event logs option enabled, collected from the device on which the issue occurs. For instructions, see the article.
  6. Add an export of the CFG configuration file from the affected device or an export of the KLP policy that is applied to this device.
  7. Submit a request to Kaspersky Technical Support through CompanyAccount.

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or add a video illustrating the problem.
  3. Provide additional information:
    1. Report generated by the collect script on the problematic device. For instructions, see the article.
    2. Export of the KLP policy that is applied to the problematic device.
  4. Submit a request to Kaspersky Technical Support through CompanyAccount.

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or add a video illustrating the problem.
  3. Provide additional information:
    1. Report generated by the collect script on the problematic host. For instructions, see this article.
    2. Export of the KLP policy that applies to the problematic device.
  4. Submit a request to Kaspersky Technical Support through CompanyAccount.

Our users often find these articles helpful:


Contact Technical Support:

  • If you have a license for Kaspersky ASAP, send a request to Kaspersky Technical Support through CompanyAccount.
  • If you are using a trial version of Kaspersky ASAP, follow this link.

To speed up the processing of your request and reduce the number of additional questions:

  1. Collect the following information:
    1. Malicious file sample in an archive protected with the password "infected". For instructions, see the article.
    2. Several samples of encrypted files.
    3. Original files from the previous point.
    4. Text file or a screenshot containing the cyberattacker's demands.
    5. Encryption date and time.
    6. Kaspersky Get System Info report with the Include Windows event logs option enabled, collected from the device on which the issue occurs. For instructions, see the article.
    7. Export of the CFG configuration file from the affected device or an export of the KLP policy that is applied to this device.
  2. Submit a request with the collected data to Kaspersky Technical Support through CompanyAccount.

Technical Support specialists can provide information about the possibility of decrypting files and check the application settings.

 
Useful references:

To speed up the processing of your request and reduce the number of additional questions:

  1. Describe the issue using these recommendations.
  2. Attach full-screen screenshots with the error texts and time of their occurrence, or or add a video illustrating the problem.
  3. Submit a request to Kaspersky Technical Support through CompanyAccount.