How to collect traces for troubleshooting Kaspersky Endpoint Security for Windows
Show applications and versions that this article concerns
- Kaspersky Endpoint Security 12.6 for Windows (version 12.6.0.438)
- Kaspersky Endpoint Security 12.5 for Windows (version 12.5.0.539)
- Kaspersky Endpoint Security 12.4 for Windows (version 12.4.0.467)
- Kaspersky Endpoint Security 12.3 for Windows (version 12.3.0.493)
- Kaspersky Endpoint Security 12.2 for Windows (version 12.2.0.462)
- Kaspersky Endpoint Security 12.1 for Windows (version 12.1.0.506)
- Kaspersky Endpoint Security 12 for Windows (version 12.0.0.465)
- Kaspersky Endpoint Security 11.11 for Windows (version 11.11.0.452)
- Kaspersky Endpoint Security 11.10 for Windows (version 11.10.0.399)
- Kaspersky Endpoint Security 11.9 for Windows (version 11.9.0.351)
- Kaspersky Endpoint Security 11.8 for Windows (version 11.8.0.384)
- Kaspersky Endpoint Security 11.7 for Windows (version 11.7.0.669)
When creating a request to technical support, you should attach a trace file. The trace files are used by technical support for diagnostic purposes. They contain all steps of application command execution written to the file, which allows to detect the step on which an error occurs.
How to collect traces for troubleshooting Kaspersky Endpoint Security
- Open Kaspersky Endpoint Security for Windows.
- In the main application window, click .
- Click Support Tools.
- Switch on the Enable application tracing toggle.
- In the Tracing drop-down list, select one of the options:
- Write to a single file, to enable tracing.
- With rotation, to enable tracing and limit the number and size of trace files.
Specify the maximum number of traces and the maximum size of each file.
- Select the trace level:
- Critical (100),
logs critical errors only. - Troubleshooting (300),
logs all errors and warnings. - Important (400),
logs all errors and warnings as well as additional information messages. - Normal (500),
logs all errors and warnings, as well as additional information messages and normal operational data. This level is used by default. - Low (600),
logs all available messages.
- Critical (100),
Ask a support engineer which tracing level to set. If the trace level is not indicated, we recommend to select Normal (500).
- Click Save.
- Restart Kaspersky Endpoint Security for Windows and reproduce the problem.
- In the Support Tools window, switch off the Enable application tracing toggle and click Save.
By default, the trace files will be created in the hidden folder:
- For versions 11.6.0–11.9.0: %ProgramData%\Kaspersky Lab\KES\Traces
- For versions 11.10.0 and above: %ProgramData%\Kaspersky Lab\KES.<The product line number>\Traces
Trace files have the following format: KES.<The product line number>_<Creation date>_<Creation time>_<PID>.<Trace file type>.log.