Answers to frequently asked questions

On this page you will find answers to the most popular questions regarding our solutions for business.
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What will happen if you activate a Kaspersky application on more devices than the license provides?

Activating a Kaspersky application on more devices than the license provides is a violation of the End User License Agreement. This action may lead to blocking of the granted license and result in legal consequences.

Is it possible to reactivate a Kaspersky application with the same activation code?

You can use the activation code again and reactivate your Kaspersky application on a new device, but the same license must not be used simultaneously on several devices.

Before activating the application with the current activation code on a new device, you should delete the application with this license from the older device.

I cannot activate a Kaspersky corporate solution with my activation code
Your infrastructure configuration possibly limits Internet connection. Try to activate the solution using a key file.
What to do if the activation code or the key file is lost?

If the key file is lost, you can generate one via this form using the activation code.

If the activation code is lost, contact the partner from whom you have purchased the license. You can find the partner's contacts on their official website.

If the partner cannot solve the issue or does not respond, please submit a request to Kaspersky Technical Support using these instructions and describe the situation in detail. We will do everything we can to help you.

How to activate an application without Internet access?

If Internet access is limited on your device, you will not be able to activate an application with an activation code. Use a key file for the activation.

To get the key file, fill out the form. An archive will be sent to the specified email address. In the archive you will find the key files and the Compatibility_List.txt document. This document specifies which key file to use for which application. For details, see this article.

How to get a key file?

You can get a key file using an application activation code. 

To do so, fill out the form. An archive will be sent to the specified email address. In the archive you will find the key files and the Compatibility_List.txt document. This document specifies which key file to use for which application. For details, see this article.

Which applications can be activated with my key file?

After you fill out this form, an archive containing the key file and the CompatibilityList.txt document will be sent to your email address. This document contains a list of applications that can be activated with each key file.

You can also find a list of applications that can be activated with a single license in Kaspersky CompanyAccount.

How to request a trial version of a Kaspersky solution?

To request a trial version:

  1. Go to the Kaspersky website.
  2. Choose the solution you prefer from the product range and click Free trial.
  3. Fill out the request form and click Submit.

The trial version will be sent to the specified email address.

Please note that for Kaspersky Endpoint Security Cloud (KES Cloud) and Kaspersky Security for Microsoft Office 365 (KSO365) firstly you should sign in to your account (or to register and authorize) and configure a test workspace.

You can also request a trial version from the Kasperksy's authorized partners.

How to transfer the license from the old device to a new one?
To transfer the license from the old device to a new one, remove the Kaspersky application from the old device and activate it on the new one using a key file or an activation code.
Difficulties with the license purchased on the Kaspersky website

The licenses that you purchase through the Kaspersky website are executed via official Kaspersky partners. See the list of the official partners on the Kaspersky website.

Should you have any problems with placing or delivery of such a license, contact the partner from whom you have ordered it via channels on their official website.

What to do if your license is blacklisted or blocked?

If your license is blocked or blacklisted by mistake, please contact the partner from whom you have bought it. You can find the contacts on the partner's official website.

If the partner cannot solve the issue or does not respond, please submit a request to Kaspersky Technical Support using these instructions and describe the situation in detail. We will do everything we can to help you.

Kaspersky Security Center displays an incorrect number of devices or the activation code has been blocked after additional purchase

After an additional purchase, i.e. the purchase of additional licenses to increase the number of protected devices, you will receive an updated activation code from your partner. The activation code of the original license will be blocked.

If the activation code of the original license has been used on devices, reactivate the applications on those with the new activation code.

After an additional purchase, some applications can be activated only with a key file which must be generated from the activation code.

  • Kaspersky Endpoint Detection and Response
  • Kaspersky Endpoint Detection and Response Optimum
  • Kaspersky Managed Detection and Response Optimum
  • Kaspersky Managed Detection and Response Expert Add-On
  • Kaspersky Hybrid Cloud Security Standard Edition
  • Kaspersky Hybrid Cloud Security Enterprise Edition
  • Kaspersky Integrated Security Special Edition
  • Kaspersky Vulnerability and Patch Management

If after the additional purchase you didn’t receive an updated activation code, contact the partner from whom you have bought the additional license. You can find the contacts on the partner's official website.

How to block my license if the activation code is compromised?

If you suspect that your activation code was compromised, please submit a request to block the license to Kaspersky Technical Support using the instrustions. In your request:

  • Specify the activation code that must be blocked.
  • Indicate whether the blocking should be performed immediately or later (delayed blocking).
  • Attach a scan of the formal application on the letterhead of your organization with the seal and signature of the responsible person. In the application explicitly specify that the activation code must be reissued.
How to remove an unused license from Kaspersky Security Center?

After removing Kaspersky Endpoint Security for Windows from a client computer, the record that the key file is installed on the computer may still appear in the key usage report of the Administration Server.

To remove an unused license from Kaspersky Security Center:

  1. Open Kaspersky Security Center.
  2. Go to Managed devices.
  3. Remove the client computer from the administration group.
  4. Go to Unassigned devices.
  5. Remove the client computer from the database.
  6. Press F5 on the keyboard to update the Administration Console.
  7. Go to Administration Server and select the Reports tab.
  8. Right-click:
    • Report on usage of license keys in Kaspersky Security Center version 13 and above.
    • Key usage report in Kaspersky Security Center of earlier versions.
  9. Click Refresh in the shortcut menu.

Refreshing the report on usage of license keys in Kaspersky Security Center.

If Kaspersky Endpoint Security for Windows is reinstalled on the computer whilst the old entries were not deleted in Kaspersky Security Center, repeat the steps 1–9 for both the computer’s old and new entries.

If you have any issues, use these recommendations and submit a request to Kaspersky Technical Support via Kaspersky CompanyAccount.

How are additional features licensed in Kaspersky Security Center?

The feature set in Kaspersky Security Center varies depending on the license type.

For information about licensing for additional features of Kaspersky Security Center, see this article.

Glossary
  • Activation code
    A unique alphanumeric sequence of 20 characters of the following type: ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ. Using an activation code you can activate the Kaspersky software. The code is generated by the Rightholder.
  • Additional purchase
    Extension of the current license to obtain the right to use the software on more devices.
  • Computer
    An operating system, virtual machine or hardware on which the software is installed and used.
  • Distributor
    A company that supplies solutions exclusively through its channel partners and does not work with end users directly.
  • End user
    A legal entity (or individual entrepreneur) which is legitimate to use the software.
  • Key file
    A file in ХХХХХХХХ.key format (generated by Kaspersky from an activation code) which contains information about the Software, End User, and essential terms of the License Agreement.
    A key file allows to activate Kaspersky solutions without internet access. For details about key files for your application, see Online Help.
  • License
    A time-limited right to use an application, granted under the End User License Agreement.
    A license allows to:
    • Use the application on one or several devices. The number of devices on which you may use the application is specified in the End User License Agreement.
    • Contact Kaspersky Technical Support.
    • Receive other services from Kaspersky or its partners during the term of the license. The other services are specified in the End User License Agreement.
  • Partner (reseller, vendor)
    An authorized company that provides with Kaspersky solutions. See the list of official partners on the Kaspersky website.
  • Software
    Software including any updates and all related materials and documents. The Rightholder of the software (owner of all rights, whether exclusive or otherwise, to the Software) is AO Kaspersky Lab.
I cannot find my partner in the authorized partners list

If a company is not on this list, therefore it is not an authorized partner at the moment. This may occur due to the following reasons:

  • The company has never been an authorized partner, therefore it has no rights to provide with Kaspersky applications and solutions.
    In this case, you should claim for a refund directly from the counterparty you have bought from.
  • The company used to be an authorized partner but it is not at the moment.
    In this case, you can renew your license via any official partner.
  • The company has been granted with the “authorized partner” status, but the information has not yet been added to the website.
    There might be a technical delay between obtaining the status by a company and its update on the web portal. To prevent difficulties, we recommend buying and renewing the licenses only via the Kaspersky’s partners that are listed on the website.

To get precise information regarding the status of a particular partner, email to sale@kaspersky.com.

How to combine the activation codes from different orders?
It is impossible to combine the activation codes from different orders after they have been completed. You can combine them only when renewing your license.
What is Kaspersky CompanyAccount?

Kaspersky CompanyAccount is a portal for the users of Kaspersky corporate products. With Kaspersky CompanyAccount you can:

  • Submit requests to Technical Support and track their status.
  • Add and remove licenses.
  • Receive email notifications about registration, password recovery or change, adding a license, submitting a request, responses to requests, and Technical Support Quality surveys.
  • Manage Kaspersky CompanyAccount user permissions, view requests, modify data about the company, and receive notifications on changes of the portal if you acquire relevant permissions.

Kaspersky CompanyAccount supports an unlimited number of users under a license.

The first company representative to register and add a license becomes the holder of the company account. This user acquires full administrator permissions including the one to delete the company account. For details, see Company and user management.

If you cannot find the answer to your question, make a request via Kaspersky CompanyAccount using this instruction.

Which browsers does Kaspersky CompanyAccount support?
To work with Kaspersky CompanyAccount, we recommend using the latest versions of the supported browsers:
We do not guarantee the proper functioning of Kaspersky CompanyAccount in other browsers.
How to register on Kaspersky CompanyAccount?
  1. Open Kaspersky CompanyAccount and click Create now.

Opening the “Creating an account” window in Kaspersky CompanyAccount

  1. In the account creating form, specify:
    • First name
    • Last name
    • Company name (which should match the company name specified in the license)
    • Corporate email
    • Country
    • Relevant key file like ХХХХХХХХ.key or an activation code that consists of a sequence of characters and numbers like ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ.
  2. Carefully read through the Terms of Use and Privacy Policy. If you agree with the terms, select the corresponding check box.
  3. Confirm your participation in annual customer satisfaction surveys. You may withdraw your consent at any time by sending a request.
  4. Click Create now.

Creating an account in Kaspersky CompanyAccount

You will receive an email on your corporate email address from Kaspersky Support with a link to activate Kaspersky CompanyAccount and to set a password.

The activation link is valid for 7 days.
  1. Open the received email and click Activate.

    Please make sure the email address specified in the window matches the email address entered at registration.

  2. Create and enter the password in the Password and Password confirmation fields.

    The password must meet the following requirements:

    • Consist of at least 8 characters
    • Contain uppercase and lowercase letters (A-z)
    • Contain at least one special character (!, @, #, etc.)
    • Contain at least one numeral (0-9)
    • Spaces are not allowed.
    Password must not match the email address used as a username.
  3. Click Set a password.

Creating a password in Kaspersky CompanyAccount

How to change the Kaspersky CompanyAccount interface language?

The Kaspersky CompanyAccount interface language adjusts to your browser language by default.

To change the interface language in Kaspersky CompanyAccount:

  1. Open Kaspersky CompanyAccount.
  2. Click the language selector in the lower-right corner of the page.

    Proceeding to the language settings in Kaspersky CompanyAccount

  3. Select the language.

    Selecting the Kaspersky CompanyAccount interface language

What is the difference between Kaspersky CompanyAccount and My Kaspersky?

Kaspersky CompanyAccount is a portal for the users of Kaspersky corporate solutions where you can submit requests to Technical Support.

My Kaspersky is designed for the users of home applications and allows to manage the security of connected devices.

Learn more about the purpose and possibilities of My Kaspersky.

Forgot the password for Kaspersky CompanyAccount

If you forgot your password for Kaspersky CompanyAccount, click Forgot your password? and follow the steps described in the window that opens.

Opening the password recovery function

If you no longer have access to the email associated with your Kaspersky CompanyAccount and you are unable to reset the password, create a new account with a new email address and submit a request. Describe your problem in detail and attach screenshots, if necessary.

I can't sign in to Kaspersky CompanyAccount

If you have any issues when logging in or signing up to Kaspersky CompanyAccount, submit a request via this form.

Glossary
  • Activation code
    A unique alphanumeric sequence of 20 characters of the following type: ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ. Using an activation code you can activate the Kaspersky software. The code is generated by the Rightholder.
  • APNs certificate
    An Apple Push Notification service certificate required for iOS mobile device management.
  • Computer
    An operating system, virtual machine or hardware on which the software is installed and used.
  • End user
    A legal entity (or individual entrepreneur) which is legitimate to use the software.
  • End User License Agreement
    A binding agreement between AO Kaspersky Lab and the End users stipulating the terms under which the End users may use the software.
  • Dump files (memory dump)
    Files containing data from system memory at the time the dump was created.
  • Kaspersky Premium Services (Paid Technical Support Services)
    Professional Services (KPS) and Kaspersky Premium Support (MSA) will help you solve IT security issues with the highest priority and ensure the business continuity.
    Learn more about:
  • Kaspersky Professional Services (KPS) certificate
    With this document you are entitled to Kaspersky professional services in accordance with the terms and conditions of your certificate.
  • Key file
    A file in ХХХХХХХХ.key (generated by Kaspersky) which contains information about the Software, End Users and essential terms of the License Agreement.
  • License
    A time-limited right to use an application, granted under the End User License Agreement.
    The license grants you the following kinds of services:
    • Use of the application on one or several devices. The number of devices on which you may use the application is specified in the End User License Agreement.
    • Contact Kaspersky Technical Support.
    • Receive other services from Kaspersky and its partners during the license validity period. The other services are specified in the End User License Agreement.
  • License Certificate
    A document that you receive along with a key file or an activation code. A license certificate contains the following information about the license provided:
    • License key or order number
    • Details of the license holder
    • Information about the application that can be activated using the license
    • License start date, expiration date or license validity period
  • MSA certificate
    A document issued by Kaspersky and sent to customer's email after activation of a Maintenance Service Agreement (MSA) in terms of Kaspersky Premium Support.
  • Open Threat Intelligence Portal (OpenTIP)
    A free version of Threat Intelligence Portal. It is a public portal where you can check files, file hashes, IP or web addresses for threats of any complexity.
  • Rightholder
    The owner of exclusive rights to the Kaspersky Software.
  • Software
    Software including any updates and all related materials and documents.
  • Standard Technical Support
    Publicly available services that include processing of requests related to Kaspersky Software installation, maintenance, identification and solution of problems connected with the applications.

    Learn more about Kaspersky Standard Support.

    Response time within a fixed period of time is set for paid support services only. Please note that requests under Standard Support will be attended to on a first-come first-served basis. Response time may vary depending on load.

  • System information files
    Data containing information about the computer.
  • Trace files
    Data containing information about step-by-step execution of application commands. This data make it possible to determine on which step an error occurs. Trace files contain info and the application component which caused the event.
What is a license and activation code?

A license is a time-limited right to use an application, granted under the End User License Agreement.

After you purchase a license, you receive a key file with the .key extension or an activation code with a unique sequence of 20 alphanumeric characters of the following type: ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ. A key file and activation code are required for activating an application and creating an account in Kaspersky CompanyAccount.

A license allows to:

  • Use the application on one or several devices. The number of devices on which you may use the application is specified in the End User License Agreement.
  • Contact Kaspersky Technical Support.
  • Receive other services from Kaspersky or its partners during the term of the license. The other services are specified in the End User License Agreement.

If you have several Kaspersky business solutions, add their licenses to Kaspersky CompanyAccount to be able to receive Technical Support.

Activation codes and key files are not added to Kaspersky CompanyAccount automatically. Please add them manually.

Learn more about activation codes, licenses and license keys.

How to add a license to Kaspersky CompanyAccount?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Licenses menu.

Proceeding to the Licenses menu in Kaspersky CompanyAccount

  1. Add:
    • Activation code. Enter the code in the Add a license field and click Add code.

Entering the activation code in the “Add a license” field

    • Key file. Click Upload file, select the key file and click Open.

Uploading the key file in Kaspersky CompanyAccount

Then the Licenses menu will display:

  • Activation code or the key file name
  • Product for which the activation code or key file is intended
  • Expiration date

Viewing the list of added licenses in Kaspersky CompanyAccount

How to view attached licenses in Kaspersky CompanyAccount?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Licenses menu.

Proceeding to the Licenses menu in Kaspersky CompanyAccount

  1. In the licenses list, find the block with the license you need and see its general information.

Viewing the list of attached licenses in Kaspersky CompanyAccount

  1. Click The arrow icon for viewing full license information in Kaspersky CompanyAccount in the upper-right corner of the required license to see its full information:
    • Number of nodes
    • Serial number
    • Order ID
    • Date added
    • Key file
How to configure license display in Kaspersky CompanyAccount?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Licenses menu.

Proceeding to the Licenses menu in Kaspersky CompanyAccount

  1. You can filter licenses by status using the Show licenses drop-down list: All, Active, Expired, Inactive, and Blocked.

License filtering by status in Kaspersky CompanyAccount

Only the licenses with a selected status will be displayed.

  1. Click Expiration date to sort the licenses by ascending or descending order.

License sorting by expiration date in Kaspersky CompanyAccount

The licenses will be sorted by a specified order.

How to remove a license from Kaspersky CompanyAccount?
Do not remove active licenses on products you are using, so you do not lose an opportunity to receive Technical Support.

There is no need to keep expired licenses in Kaspersky CompanyAccount, you may delete them, so only the active ones will remain:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Licenses menu.

Proceeding to the Licenses menu in Kaspersky CompanyAccount

  1. Click The arrow icon to the right of the corresponding license and click Remove license.

Removing a license in Kaspersky CompanyAccount

  1. Click Delete.
    You cannot add an expired license to your account.

Confirmation of removing a license in Kaspersky CompanyAccount

Why is the license blocked?

A license can be blocked by Kaspersky to prevent it from being illegally used.

The further use of Kaspersky software will be possible only after you activate the blocked license with a new activation code.

If your license is blocked, create a request to Kaspersky Technical Support:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click New request.

Creating a new request in Kaspersky CompanyAccount

  1. Select the Question about CompanyAccount / Premium Support (MSA) activation category.

Selecting the “Question about CompanyAccount / Premium Support (MSA) activation” category.

  1. Fill out the request form.
    • In the Subject field, type “License blocked”.
    • Describe your problem in the Description field.
    • Specify the activation code or upload the key file of the blocked license.
    • Click Send request.

Your request will be registered. You will receive the confirmation by email specified in your account. In the Requests menu, you can track the status of your request. Response time of a Technical Support specialist varies depending on your support level.

What are the compatible products?

License-compatible products are the applications that can be activated with a single license.

To view the list of compatible products in Kaspersky CompanyAccount:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Licenses menu.

Proceeding to the Licenses menu in Kaspersky CompanyAccount

  1. Click Download applications in the block of the license you need.

Viewing compatible applications in Kaspersky CompanyAccount

The list of applications compatible with your license will be displayed.

The list of applications compatible with the license

I have received an email that the license cannot be added

In certain cases, you may receive an email that adding the license is rejected.

If you are sure that this license is active, create a request to Kaspersky CompanyAccount:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click New request.

Creating a new request in Kaspersky CompanyAccount

  1. Select the Question about CompanyAccount / Premium Support (MSA) activation category.

Selecting the “Question about CompanyAccount / Premium Support (MSA) activation” category.

  1. In the request form, specify: the subject, detailed description of the issue, activation code or key file, and information about the license you are trying to add.
  2. Click Send request.

Your request will be registered. You will receive the confirmation by email specified in your account. In the Requests menu, you can track the status of your request. Response time of a Technical Support specialist varies depending on your support level.

I get a notification that additional license verification is required

In certain cases, after entering an activation code or uploading a key file, a notification about additional verification of the license may appear in the Licenses section.

The notification about additional verification of a license

If the verification succeeds, the license will be added to Kaspersky CompanyAccount. You will receive a confirmation by email.

Otherwise, you will be notified that the license has been denied. If you are sure that this license is active, create a request to Kaspersky CompanyAccount using the instruction.

The same license is displayed twice in the "Licenses" section

The same license can be displayed twice in the list of licenses if it covers 2 applications. Note that each of these licenses will have unique key files.

What is an MSA certificate?

An MSA certificate is a document issued by Kaspersky and sent to customer's email after activation of a Maintenance Service Agreement (MSA) under Kaspersky Premium Support.

A license for a Kaspersky business application does not include the right to obtain an MSA certificate or use extended technical support. If you want to get Premium Support from cybersecurity experts, choose a suitable solution for you and enclose a contract for extended technical support.

You can find your activated contract and the issued certificate in the Agreements menu in Kaspersky CompanyAccount.

What is a KPS certificate?

A KPS certificate is required if you want to receive Kaspersky Professional Services.

Purchased KPS certificates are not displayed in Kaspersky CompanyAccount and cannot be added to the portal.

How to activate a contract for extended technical support?
A license for Kaspersky business applications entitles you to use Standard Technical Support. If you want to get Premium Support from cybersecurity experts, choose a suitable solution for you and enclose a contract for extended technical support.

If your company has already purchased an MSA, activate it through Kaspersky CompanyAccount to gain advantages of Premium Support.

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click New request.

Opening the form to create a request in Kaspersky CompanyAccount

  1. Select the Question about CompanyAccount/Premium Support (MSA) activation category.

Selecting the category: Question about CompanyAccount/ Premium Support (MSA) activation

  1. Fill out the request form.
    • In the Subject: field, type “Contract activation”.
    • In the Description field, specify the Order number and a list of contact persons who will use the MSA. The contact list should include the employees’ full names, email addresses, and phone numbers.

      If you cannot find the Order number, please specify it in the Description field.

    • Click Send request.

Creating a request for contract activation in Kaspersky CompanyAccount

Once the request is processed, your contract will be activated. The issued MSA certificate will be sent to your email.

How to view contracts in Kaspersky CompanyAccount?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Open the Agreements menu.

All the activated premium support contracts (MSA), with their start and expiration dates, will be displayed on this page.

Viewing premium support contracts in Kaspersky CompanyAccount

If the number of requests is limited under the terms of your MSA, you will see how many requests are currently available.

The limit on the number of requests for Kaspersky Premium Support

The contracts will not be displayed in this section if the MSAs are not activated. If you want to activate a contract, see this guide.

The “No premium support agreements have been added” message

Can I transfer the balance of available requests to a new contract if the old one has expired?

If your MSA is expired, you cannot transfer the balance of remaining requests to a new contract.

Categories of requests

To view the request categories in Kaspersky CompanyAccount, click New request.

Opening the “Select the request category” page in Kaspersky CompanyAccount

You can choose from five request categories:

  1. Submit a request to technical support

    Ask your questions about Kaspersky corporate solutions using the instructions.

  2. Question about CompanyAccount/ Premium Support (MSA) activation
    • Ask a question about Kaspersky CompanyAccount or report errors which occur while using the portal.
    • Please leave your feedback about Kaspersky CompanyAccount.
    • Activate a Kaspersky Premium Support contract (MSA). For details, see this guide.
  3. Share feedback: compliments or complaints

    Express an opinion about the quality of technical support. For details, see this guide.

  4. Open Kaspersky Threat Intelligence Portal

    Check suspicious threat indicators (files, hashes, IP or web addresses), report a false positive or a new virus on the OpenTIP portal. For details, see this guide.

  5. Request an APNs certificate

    Get an Apple Push Notification service (APNs) certificate for iOS mobile devices management. For details, see this guide.

How to create a request to Technical Support?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click New request.
  3. Select Submit a request to technical support.
Selecting the “Submit a request to technical support” category
  1. Fill out the fields: Protection scope, Product, Product version.

    If in the request form you are prompted to install the latest patch for your application, we recommend to do so, as it may help you solve the issue.
    If the issue persists, resume submitting the request.

Prompt to install the latest updates pack
  1. Fill out the rest fields of the form:
    • Support level
      If the request limit of your Premium Support is over, or if a product which is not covered by your plan is selected, you can only create a request to Standard Technical Support.
    • Operating system version
    • Request type
    • Request subtype
    • Request subject
    • Description where you should describe the issue and steps to reproduce it
      Please describe the incident taking into account our recommendations. It will increase the processing speed of your request and reduce the number of additional questions.
  1. If required, select the Critical incident check box. Carefully read through the Terms and conditions of service for critical incidents and select the check box below if you agree with the terms.
    This option is available only if your contract (MSA) stipulates creating of critical incidents.
Selecting the check box “Critical incident” in the request form
  1. Click Upload file to attach necessary files.
    If you upload a file to Kaspersky CompanyAccount for the first time, accept the terms of the Regulation on data provisioning.

    You can upload up to 3 files no more than 4 GB each. If the size of the attached file exceeds 4 GB, request an upload link.

  2. Click Send request.

Your request will be registered. You will receive the confirmation by email specified in your account. In the Requests menu, you can track the status of your request. Response time of a Technical Support specialist varies depending on your support level.

How to restrict access to create Premium Support requests (MSA)?

When activating an MSA contract, provide a list of contact persons to whom access should be granted in the following format: the employees’ full names, email addresses, and phone numbers. This list will be specified in the issued MSA certificate. The other employees of your company will not have access to Premium Support.

If you do not have access to Kaspersky Premium Support, send a request on standard support terms.

I do not have access to create Kaspersky Premium Support requests (MSA)

When activating an MSA contract, a list of employees who are granted access to create requests under this support is specified. If you are not in the list, you can not create Premium Support requests.

To get more information, send a request to Kaspersky Technical Support using the guide.

How to find and filter the requests?
To view and filter the requests, sign in to your account on Kaspersky CompanyAccount and open the Requests menu.
How to view requests
  1. In the Created by drop-down list, select All or Me.
  2. In the Request status drop-down list, select All.

Viewing all the requests

Only users with administrator permissions can view and manage the requests of other Kaspersky CompanyAccount users of your organization.

Requests created as part of Premium Support will be marked with a special icon and include the contract name.

The icon and contract name assigned to a Premium Support request

How to filter requests by status
  1. Select the necessary status from the Request status drop-down list.

Request filtering by status in Kaspersky CompanyAccount

How to find a request
  1. Click The Magnifying glass icon to the right of the filters.
Only search by request ID is supported.

Request search by ID in Kaspersky CompanyAccount

  1. Type the request ID and press Enter on the keyboard.
    If the request is present in the system, it will be displayed on the page.

To go back to the previously set filters, click The Cross ‘X’ icon located next to the request ID input box.

What do the request statuses mean?

The list of Kaspersky CompanyAccount requests shows the status of each request.

  • In progress: The request is registered, and the issue is being processed by Technical Support.
  • Awaiting your reply: The request is being processed, but Technical Support is asking you for additional information to resolve the issue.
  • Resolved (solution provided): The issue has been resolved, and the solution has been sent to you.
  • Resolved (no information provided): The request has been processed. The solution had been sent to you or additional information had been requested from you, but no response was received after several days.
  • Closed by support engineer: The request was closed several days after providing the solution to you.
  • Closed (forwarded): This status is assigned to requests from the category Open Kaspersky Threat Intelligence Portal. It means the request has been transferred for resolution to a responsible department of the company. You will receive the answer by email.
  • Cancelled by support engineer: The request is cancelled by a Technical Support engineer.
  • Cancelled by customer: You clicked Close the request and closed the incident.
  • Cancelled (license or contract expired): The request was cancelled because the license or contract had reached the end of their terms.
How to reopen a closed request?

It is not possible to reopen a request with the Closed status. This status is final.

To discuss the issue further, submit a new request and specify the previous request number. The support engineer will check the history of the previous request and continue from the point at which it was closed.

What is a critical incident?
Creating critical incidents (including virus incidents) is available for companies who have purchased Premium Support (MSA).

Critical (virus) incident means a virus outbreak or abnormal behavior of a Kaspersky product that affects customer’s business continuity. As a result, the following may happen:

  • Interruptions in the product’s or customer's operating system(s) normal functioning
  • Data loss or breach
  • Changing default settings to insecure values or other security issues

The list of critical incidents includes, but is not limited to, the following issues:

  • Virus outbreak
  • The whole local network (or its critical part) is inoperative
  • False positive for the files included in business-essential systems
How to respond to the request with status “Waiting for my response”?

The Waiting for my response (or Awaiting your reply) request status means that Technical Support needs more information to solve the issue. To respond the request:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Requests menu.
  3. Select the Waiting for my response request status.
Selecting the “Waiting for my response” request status
  1. Select and open the request you need.
  2. Click Reply.
Opening the reply form of the “Waiting for my response” request
  1. Enter your response. If required, you may add a file by clicking Upload file.
    You can upload up to 3 files no more than 4 GB each.
  2. Click Send message.

Sending the message on the “Waiting for my response” request

How to view the conversation history of a request?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Requests menu.
  3. Select and open the request you need.
Selecting the request in Kaspersky CompanyAccount
  1. Click Show conversation. The button appears if the conversation history is large enough.
The “Show conversation” button
How to close an outdated request?

You can close the incident if you have resolved the issue by yourself or the request is no longer relevant.

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Requests menu.
  3. Select and open the request you need.
Selecting the request in Kaspersky CompanyAccount
  1. Click Close the request.
Closing the request in Kaspersky CompanyAccount
  1. In the window that opens, confirm closing the incident.

To see all the closed and cancelled requests, go to the Requests menu and select Inactive (Closed or cancelled).

Viewing the closed and cancelled requests
How to check a file or link in OpenTIP?

You can check files, file hashes, IP or web addresses for threats, malware and viruses using OpenTIP.

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click New request.
  3. Select the Open Kaspersky Threat Intelligence Portal category.

You will be redirected to OpenTIP where you can check suspicious indicators for threats. The maximum file size is up to 256 MB.

How to get a certificate for Apple Push Notification Service (APNs)?

To manage iOS mobile devices, you should get an Apple Push Notification Service certificate (APNs certificate). You can receive the APNs certificate in Kaspersky CompanyAccount using the CSR signed by you:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click New request.
  3. Select the Request an APNs certificate category.
  4. Attach your file in CSR format by clicking Choose a CSR file. The maximum file size is 5 KB.
  5. Click Send request.
Sending the “Request an APNs certificate” request to receive an APNs certificate
How to ask a question about Kaspersky CompanyAccount?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click New request.
  3. Select the Question about CompanyAccount / Premium Support (MSA) activation category.
Selecting the “Question about CompanyAccount / Premium Support (MSA)” activation category.
  1. In the request form, fill out the Subject and Description fields. If required, you may add a file by clicking Upload file.
  2. Click Send request.
Creating and sending a request

Your request will be registered. You will receive the confirmation by email specified in your account. In the Requests menu, you can track the status of your request. Response time of a Technical Support specialist varies depending on your support level.

How to leave a comment on the quality of Technical Support?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click New request.
  3. Select the Share feedback: compliments or complaints category.
  4. Fill out the form:
    • In the Feedback topic drop-down list, select the type of your request.
    • In the Message field, write your opinion regarding the quality of Technical Support.
    • Select the request to which this feedback relates in the Related request drop-down list.
  5. Click Send request.
Creating and sending a request

Your feedback will be sent to the Technical Support. After registration of the request, you will get an email notification. In the Requests menu, you can track the status of your request.

How to manage the requests created by other users in my company?
Only a user with administrator rights can view and manage the requests of other Kaspersky CompanyAccount users from your company. For details, see this guide.

If you have administrator permissions, you can view all other users’ requests in Kaspersky CompanyAccount of your company:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Requests menu.
  3. In the Created by drop-down list, select All.

A user with the administrator permissions can:

  • Open any request and view its details.
  • View the full conversation of a request by clicking Show conversation.
  • Respond to any request with the Waiting for my response status and provide with additional information by clicking Reply.
  • Close any request by clicking Close the request.
About notifications in Kaspersky CompanyAccount

You may receive the following notifications to your email:

  • Registration in Kaspersky CompanyAccount
  • Password recovery or change
  • License adding or removal
  • Request registration
  • Adding a new user in Kaspersky CompanyAccount (available to users with administrator role)
  • Kaspersky Technical Support responses to your requests
  • Technical Support Quality surveys after closing the requests
  • Auto-replies
  • Other notifications
What is an auto-reply?

An automatic reply (auto-reply) is sent to you after submitting a new request to Kaspersky Technical Support. Auto-replies are generated based on frequent requests with similar problems and include:

  • Tips & recommendations which may help you solve the issue
  • List of information that should be provided to Technical Support
How to supplement a created request to Technical Support?

After registration of a request, you will get an email notification. The email will contain an ID assigned to your request.

If you want to clarify your request or to send additional files, you may reply to this email without changing the subject of the message.

What is a Technical Support Quality survey?

After your Technical Support request is closed, you will receive a Technical Support Quality survey to your email.

To evaluate the quality of Technical Support, click the desired estimate in the received email, complete the survey form that opens and click Send my response.

If you would like to leave a comment without an estimate, access the survey form via the link in the email, answer the questions and click Send my response.

How to change my email address?
The email for your Kaspersky CompanyAccount cannot be changed.

If you want to change the email address for the account or the account is set up for an employee who has left your company:

  1. Create a new account with a different email.
  2. To move the data from your previous account to a new one, make a request in the Question about CompanyAccount/ Premium Support (MSA) activation category using these instructions.
  3. Delete your previous account.
How to change my password?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click on your username at the upper right corner, next to the Sign out button.
  3. Click Reset password in the Reset password section.

Resetting a password in Kaspersky CompanyAccount

  1. You will receive an email to the email address used for your Kaspersky CompanyAccount account. Open this email and click Reset password.
  2. Enter the new password that must meet the following conditions:
    • Consist of at least 8 characters
    • Contain uppercase and lowercase letters (A-z)
    • Contain at least one special character (!, @, #, etc.)
    • Contain at least one numeral (0-9)
    • Spaces are not allowed.
    Password must not match the email address used as a username.
  3. Click Set a password.
How to change personal data?

To change the first name, last name, country or branch name that you specified when registering in Kaspersky CompanyAccount:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click on your username at the upper right corner, next to the Sign out button.
  3. Change your personal data in the User information section.
    To add or remove a branch, submit a request to Kaspersky Technical Support. Select the Question about CompanyAccount/ Premium Support (MSA) activation category.
  4. Click Save changes.

Modifying the personal data in Kaspersky CompanyAccount

How to delete my account?
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click on your username at the upper right corner, next to the Sign out button.
  3. Go to the Delete my user account section. Select the checkbox and click Delete user account.

Deleting a user account in Kaspersky CompanyAccount

  1. You will receive an email from Kaspersky CompanyAccount. Follow the link from this email, enter the password for Kaspersky CompanyAccount and confirm the deletion of your account.
    The confirmation link is valid for 7 days.

If necessary, you can register on Kaspersky CompanyAccount again using the same email address. For details, see these instructions.

Re-registering with the same email address will not restore your previous account history.

To restore the history of your previous requests, submit a request to Technical Support by selecting the Question about CompanyAccount/ Premium Support (MSA) activation category. For details, use these instructions.

Who is the account owner and administrator in Kaspersky CompanyAccount?

The first company representative to register on Kaspersky CompanyAccount and add a license becomes the owner of the company account. This user acquires full administrator rights, including the rights to view all other users and their requests and to delete the company account.

The account owner can grant other users a specific set of administrator rights but not the right to become the owner of a company account or to remove it.

The administrator can:

  • View, edit and close other users’ requests from their company. For details, see these instructions.
  • Manage other user accounts from their company.
  • Receive notifications about adding and removing other users from their company.
  • Invite new users to join Kaspersky CompanyAccount.

To change the account owner in Kaspersky CompanyAccount, submit a request to Technical Support by selecting the Question about CompanyAccount/ Premium Support (MSA) activation category. For details, use these instructions. In your request, specify the user account that should become the company account owner.

How to add a company logo?
Only the company account owner and administrators can add a company logo in Kaspersky Company Account.
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click on your username at the upper right corner, next to the Sign out button.
  3. In the Company logo section, click Upload file and select the file with your company logo.
    The uploaded file must not exceed 64px in height and 200px in length. Available formats: jpg, jpeg, png, gif.

Adding a company logo in Kaspersky CompanyAccount

How to change the company name?

To change the company name in Kaspersky CompanyAccount, submit a request to Technical Support by selecting the Question about CompanyAccount/ Premium Support (MSA) activation category. For details, use these instructions.

How to invite a new user?
Only the company account owner and administrators to whom the owner has assigned this right can invite a new user to Kaspersky Company Account.
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Users tab.
  3. In the Enter an e-mail field, enter the email address of the user you want to invite and click Send invitation.

Sending an invitation to a new user

  1. The user will receive an email with the invitation. Within 7 days, the user must click on the link in the message received, fill out the form and click Create.
    If the user with this email has already been added to your or another company's Kaspersky CompanyAccount, you will get a notification.

Create an account for a new Kaspersky CompanyAccount user

After the registration, the invited user will be automatically added to to the list of users in your company's account. The administrator who sent the invitation and the company account owner will be notified by email.

I invited a new user but the invitation link has expired

The invitation link is valid for 7 days. If the user has not registered in that time, send the invitation again.

How to manage user accounts?
Only the company account owner and administrators to whom the owner has assigned this right can manage user accounts in Kaspersky Company Account.

To manage user accounts in Kaspersky Company Account, sign in to your account on Kaspersky CompanyAccount and open the Users tab.
You can sort user accounts by last name or filter them by country or branch.

Sorting user accounts by last name and filter by country or branch

In the Users section, the account owner and administrators can:

How to change user data?
Only the company account owner and administrators to whom the owner has assigned this right can change user data in Kaspersky Company Account.
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Users tab.
  3. Select a user account and click it.
  4. Change the user’s data in the User information section:
    • First name
    • Last name
    • Country
    • Branch
  5. Click Save changes.
How to change user permissions?
Only the company account owner and administrators to whom the owner has assigned this right can change user permissions in Kaspersky Company Account.
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Users tab.
  3. Select the user whose permissions you want to edit and click their login.
  4. Select the checkboxes with the required permissions and click Save changes.

Changing user account permissions in Kaspersky CompanyAccount

How to change a user password?
Only the company account owner and administrators to whom the owner has assigned this right can change a user password in Kaspersky Company Account.
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Users tab.
  3. Select the user whose password you want to change and click on its login.
  4. Click Reset password in the Reset password section.

The password reset button in Kaspersky CompanyAccount

  1. Inform the user that the instructions on how to change the password in Kaspersky CompanyAccount have been sent to their email address.
How to delete a user account?
Only the company account owner and administrators to whom the owner has assigned this right can delete user accounts in Kaspersky Company Account.
  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Go to the Users tab.
  3. Select the user account that you want to delete from Kaspersky CompanyAccount.
  4. Go to the Delete user account section and click Delete user account.

Deleting a user account from Kaspersky CompanyAccount

How to delete your company account?
Only the account owner can delete a company from Kaspersky CompanyAccount.

After you delete the company:

  • All the licenses associated with the company account will be removed.
  • The users of the deleted company will not be able to create requests.

To delete the company account from Kaspersky CompanyAccount:

  1. Sign in to your account on Kaspersky CompanyAccount.
  2. Click on your username at the upper right corner, next to the Sign out button.
  3. Go to the Delete company account section and click Delete company.

Deleting the company account in Kaspersky CompanyAccount

  1. You will receive an email. Follow the link from this email, enter the password for Kaspersky CompanyAccount and confirm the deletion of your account.
    The link to confirm the account deletion is valid for 7 days.

After entering the password, your company account will be deleted from Kaspersky CompanyAccount.

How to change the account owner if the previous one no longer works for the company?

If an employee who was the owner of the company account in Kaspersky CompanyAccount is no longer working in the company and has not transferred the rights to another employee, submit a request by selecting the Question about CompanyAccount/ Premium Support (MSA) activation category. For details, use these instructions.

Specify in your request:

  • The full name and email address of the user to become the owner.
  • The reason for changing the owner.
  • Attach a formal application with the organization's stamp.
System and hardware requirements for Kaspersky Security Center installation

For functioning with Kaspersky Security Center, your device should meet the minimum system and hardware requirements.

For more information about the system and hardware requirements, see this article.

How to download the latest version of Kaspersky Security Center?

You can download the latest distribution package of Kaspersky Security Center on this page.

Which ports should be open for Kaspersky Endpoint Security Cloud, Kaspersky Security Center and Kaspersky Security Center Cloud Console?

For various operations in Kaspersky Endpoint Security Cloud, Kaspersky Security Center and Kaspersky Security Center Cloud Console, you are required to open certain Firewall or Proxy server ports.

Below you will find the links to the network ports used by applications:

How to install Kaspersky Security Center?

Kaspersky Security Center can be installed both locally on one device or remotely on multiple devices via the remote installation task.

For more information about installing Kaspersky Security Center, see this article.

How to install Kaspersky Security Center on a cluster?

To install Kaspersky Security Center Administration Server on a cluster:

  1. Run the ksc_<version_number>.<build_number>_full_<localization_language>.exe. executable file.
  2. In the window that opens, run Administration Server Setup Wizard by clicking the link Install Kaspersky Security Center Administration Server.
  3. Follow the instructions from this article.
What to do if remote installation of Kaspersky Security Center fails on a client device?

Remote installation of the application on a client device may fail with an error due to the following reasons:

  • The installation task has already been successfully completed on this device. In this case, re-installation is not required.
  • During the task start, the device was turned off. In this case, it is required to turn on the device and run the task again.
  • Network Agent fails to connect to Administration Server installed on a client device. To determine the causes of the issue, you can use the Remote troubleshooting of client devices tool (klactgui).
  • If Network Agent is not installed on the client device, while installing the application the following issues may occur:
    • The Disable Simple File Sharing mode is on
    • The Server service is not working
    • The necessary ports are closed
    • The account does not have enough rights to perform the task.

To solve the problems occurred while installing the application on a client device that does not have Network Agent installed, you can use a utility for preparing a device for remote installation (riprep) which is located in the Kaspersky Security Center setup folder on the device with Administration Server installed.

The remote installation preparation utility does not run under the Microsoft Windows XP Home Edition operating system.

There are two modes of preparing a device for remote installation:

Where to download MMC application management plug-ins for Kaspersky Security Center and Web Console?

You can download the MMC application management plug-ins for Kaspersky Security Center and Web Console in this article.

How to move Kaspersky Security Center Administration Server to another device?

To move Administration Server to another device:

  1. Create a backup copy of Administration Server data.
  2. Install Administration Server on the selected device.

    To simplify the process of supporting a structure of administration groups, we recommend to make sure that the address of the new Administration Server matches the address of the old Administration Server. The address (the device name in the Windows network or IP address) is specified in the Network Agent settings in the Connecting to an Administration Server group.

  3. On the new Administration Server recover Administration Server data from the backup copy.
  4. If the address (the device name in the Windows network or the IP address) of the new Administration Server does not match the address of the previous one, connect client devices to the new Administration Server by creating an Administration Server shift task for the Managed devices group on the previous Administration Server.

    If the addresses match, creating the shift task is not required. The connection will be performed using the address specified in the settings.

  5. Delete the previous Administration Server.

You can also use a new device for the DBMS. To provide proper information transmission, make sure the new DBMS has the same mapping schemas as the previous one.

How to remove the Kaspersky Security Center management plug-in?

To remove an application management plug-in:

  1. Close the Administration Console from which the plug-in should be removed.
  2. Open the system registry. To do so, type regedit.exe in the Windows search bar and press Enter on the keyboard.
  3. Open the registry branch:
    • For 32-bit systems: HKEY_LOCAL_MACHINE\SOFTWARE\KasperskyLab\Components\28\Plugins
    • For 64-bit systems: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\KasperskyLab\Components\28\Plugins

    All management plug-ins installed in the Administration Console are listed in the branch. The name of the managed application is specified in the DisplayName parameter.

  4. Select the section which corresponds to the plug-in you would like to remove.
  5. Open the UninstallString parameter and copy its value.

    The UninstallString parameter in the Windows system registry

  6. Open the command line and paste the value that you have copied.
  7. Press Enter.

The plug-in will be removed.

How to update Kaspersky Security Center and managed applications?

For information on how to update Kaspersky Security Center and managed applications, see the article.

Kaspersky update and activation servers

You can find the list of Kaspersky servers used for downloading antivirus database updates in this article.

For information about the network parameters used in Kaspersky Security Center for interacting with external services, see this article.

How to empty the folders containing Microsoft updates in Kaspersky Security Center?

When using Kaspersky Security Center as a WSUS server, the following folders will gradually increase in size:

  • C:\ProgramData\KasperskyLab\adminkit\1093\.working\FTServer
  • C:\ProgramData\KasperskyLab\adminkit\1093\.working\wusfiles

If you want to clear the folders and free up disk space:

  1. Open Kaspersky Security Center.
  2. Go to AdvancedApplication managementSoftware updates.
  3. Clear all filters for the update list. The Not installed on devices filter is set to > 0 by default.

Opening the Software updates section and clearing filters in Kaspersky Security Center 11

  1. Press Ctrl+A on the keyboard to select all updates.
  2. In the update shortcut menu click Delete update files.

Deleting update files in Kaspersky Security Center 11

The update files will be queued for deletion. Depending on the Administration Server workload, the operation may take several hours.

The update information will remain available via the Administration Console. Use filters to exclude certain updates from the list.

Clearing the FTServer and wusfiles folders will only have a temporary effect. The size of the folders will grow as new updates get downloaded.

How to use Kaspersky Update Utility 4.0 for Windows?

Kaspersky Update Utility 4.0 is a utility intended for downloading updates for supported Kaspersky applications.

With Kaspersky Update Utility 4.0 you can:

  • Load module and database updates for supported Kaspersky applications.
  • Update the list of supported Kaspersky applications.
  • Configure the settings for downloading updates using a configuration file and graphical user interface.
  • Run updates manually or set a schedule.

You can find information on how to use Kaspersky Update Utility 4.0 for Windows in this article.

Before deploying and running the utility use the recommendations from this article.
Make sure your device is connected to the Internet. It is required for downloading updates and checking licenses of the applications to update.

Antivirus databases of which applications can be updated using Kaspersky Update Utility 4.0?

To learn which application antivirus databases can be updated using Kaspersky Update Utility 4.0, use this article.

Error "Cannot update the task settings" in Kaspersky Security Center

When using Kaspersky Security Center, you may encounter the error “Cannot update the task settings. This operation requires a license for System administration.”

See the solution of this issue in the article.

How to get trace files for Kaspersky Security Center?

When creating a request to Kaspersky technical support, you may be asked to collect and attach trace files. Trace files contain records of all application’s actions, which allows to find the step at which an error occurs.

Make sure your user account has administrator permissions.

You can collect trace files in one of the following ways:

For convenience, we recommend using the klactgui.exe tool.

How to remove an unused license from Kaspersky Security Center?

After removing Kaspersky Endpoint Security for Windows from a client computer, the record that the key file is installed on the computer may still appear in the key usage report of the Administration Server.

To remove an unused license from Kaspersky Security Center:

  1. Open Kaspersky Security Center.
  2. Go to Managed devices.
  3. Remove the client computer from the administration group.
  4. Go to Unassigned devices.
  5. Remove the client computer from the database.
  6. Press F5 on the keyboard to update the Administration Console.
  7. Go to Administration Server and select the Reports tab.
  8. Right-click:
    • Report on usage of license keys in Kaspersky Security Center version 13 and above.
    • Key usage report in Kaspersky Security Center of earlier versions.
  9. Click Refresh in the shortcut menu.

Refreshing the report on usage of license keys in Kaspersky Security Center.

If Kaspersky Endpoint Security for Windows is reinstalled on the computer whilst the old entries were not deleted in Kaspersky Security Center, repeat the steps 1–9 for both the computer’s old and new entries.

If you have any issues, use these recommendations and submit a request to Kaspersky Technical Support via Kaspersky CompanyAccount.

How are additional features licensed in Kaspersky Security Center?

The feature set in Kaspersky Security Center varies depending on the license type.

For information about licensing for additional features of Kaspersky Security Center, see this article.

Comparison of Kaspersky Endpoint Security Cloud editions

Kaspersky Endpoint Security Cloud comes in three editions:

  • Kaspersky Endpoint Security Cloud
  • Kaspersky Endpoint Security Cloud Plus
  • Kaspersky Endpoint Security Cloud Pro

In this article, you will find comparison of the features available in those editions.

How do I find out if my product is supported?

You can find information about support period of your product in the Product Support Lifecycle table.

How do I find information about Kaspersky Premium Support?

You can find information about Kaspersky Premium Support on this page.

How do I find out about Support Rules for Kaspersky Software?

You can find the Support Rules for Kaspersky Software on this page.

System and hardware requirements for Kaspersky Endpoint Security for Windows installation

For functioning with Kaspersky Endpoint Security for Windows, your device should meet the minimum system and hardware requirements.

For more information about the system and hardware requirements, see the article.

How to download the latest version of Kaspersky Endpoint Security for Windows?

You can download the latest distribution package of Kaspersky Endpoint Security for Windows on this page.

How to install Kaspersky Endpoint Security for Windows via the command line?

Kaspersky Endpoint Security for Windows can be installed from the command line in one of the following modes:

  • In interactive mode by using the Application Setup Wizard.
  • In silent mode. After installation is started in silent mode, your involvement in the installation process is not required.

For more information about installing Kaspersky Endpoint Security for Windows, see this article.

How to install Kaspersky Endpoint Security for Windows bypassing a search for incompatible software?

You can find information on how to install Kaspersky Endpoint Security for Windows bypassing a search for incompatible software in the article.

How to download private patches for Kaspersky Endpoint Security for Windows?

You can find information on how to download private patches for Kaspersky Endpoint Security for Windows in the article.

How to get installation logs of Kaspersky Endpoint Security 11 for Windows?

To get installation logs of Kaspersky Endpoint Security 11 for Windows:

  1. Run the installation files: setup_kes.exe and kes_win.msi.
  2. Navigate to the %temp% folder:
    • %USERPROFILE%\AppData\Local\Temp for local installation or removal.
    • %WINDIR%\Temp for remote installation or removal.
  3. Save the installation logs:
    • kl-install-yyyy-mm-dd-hh-mm-ss.log
    • kl-setup-yyyy-mm-dd-hh-mm-ss.log
    • ucaevents.log
    • MSIxxxxx.log
Solving Kaspersky Endpoint Security for Windows installation and removal issues

When installing, updating or removing Kaspersky Endpoint Security for Windows some errors may occur. To find a solution, navigate to Troubleshooting → Installation:

Also, errors with four-digit codes can be Windows installer error messages. For details, see the Microsoft website.

Error 0x80004005 “Fatal error during installation” occurs upon disabling Windows Defender during Kaspersky Endpoint Security for Windows installation
Issue

Fatal error during installation may occur when you are installing the application.

In the installation logs, you will get the following lines:

DisableWindowsDefender: Failed to access local group policy. Error 0x80004005.
DisableWindowsDefender: DisableWindowsDefender: finished. Return value 1603.
Cause

The installer calls the OpenLocalMachineGPO(GPO_OPEN_LOAD_REGISTRY) function and assigns its local group policy which allows disabling Windows Defender and configuring the settings required for installation. If disabling Windows Defender on a target host is blocked by by the domain policy, the error occurs.

Solution
  1. Apply the GPO (Group Policy Object) policy with default settings — Default Domain Policy, where all Windows Defender parameters have the Not configured value, on the target host.
  2. Force apply the group policies on target hosts.
  3. Restart your computer.
  4. Try to install the application once again.
What to do if the issue persists
  1. Temporarily move the host out of the Active Directory domain.
  2. Reset local group policies.
  3. Try to install the application once again.
  4. After successful installation, return the host to the Active Directory domain.

If the issue persists, submit a request to Kaspersky technical support via Kaspersky CompanyAccount. Please include a detailed description of the issue. Before contacting the support, see the guide on creating a request in the Knowledge Base.

The “SCRAM authentication requires libpq version 10 or above” error when installing Kaspersky Scan Engine

When installing Kaspersky Scan Engine for Windows, you can encounter the "SCRAM authentication requires libpq version 10 or above” error. You can find more information about the error in the article.

Access to websites is blocked, third party applications malfunction when using TLS and SSL on devices with Kaspersky Endpoint Security 11 for Windows installed

Third-party applications that use TLS and SSL may work incorrectly if Kaspersky Endpoint Security for Windows scans encrypted connections.

To solve the issue, add an application to Trusted or disable scanning of HTTPS traffic. See this article for instructions.

How to get traces of Kaspersky Endpoint Security for Windows?

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 commands execution written to the file and helps detect the step on which a problem occurs.

For more information on how to get traces of Kaspersky Endpoint Security for Windows, see the article.

How to get trace files of Kaspersky Endpoint Security for Windows using registry keys?

When creating a request to technical support, you should attach a trace file. Trace files are used by Technical Support for diagnostic purposes. They contain all steps of application commands execution written to the file and helps detect the step on which a problem occurs.

You can find information on how to get trace files of Kaspersky Endpoint Security for Windows using registry keys in the article.

How to generate a report using Get System Info?

After the installation of a Kaspersky application, the operating system or the application may work incorrectly due to incompatibility of software or drivers installed on your computer with the Kaspersky application.

To find out the cause of the problem, Kaspersky Technical Support may need a Kaspersky Get System Info report.

If the support engineer didn't specify the type of the report, please create a standard one for home or business solutions. For instructions, see this article.

Basic troubleshooting steps in Kaspersky Endpoint Security for Windows

Basic troubleshooting steps with Kaspersky Endpoint Security for Windows are described in the article.

How to get a full memory dump when Windows 7, 8, 8.1, 10, or 11 crashes with a blue screen?

After installing a Kaspersky application, your operating system might fall into blue screen of death (BSoD). It may be caused by the conflict between a Kaspersky application and other applications or drivers installed on your computer.

If such an issue occurs:

  1. Enable physical memory restrictions.
  2. Generate a full memory dump.
  3. Send the full memory dump file to Kaspersky technical support.

For more information on how to get a full memory dump when Windows 7, 8, 8.1, 10, or 11 crashes with a blue screen, see the article.

How to collect basic diagnostic information from a computer using the collect.sh script?

To troubleshoot the issue, a Kaspersky technical support engineer may ask you to attach a report created using the collect.sh script. The report will collect all basic diagnostic information from a computer running a Unix-based operating system.

Before sending the report to Kaspersky technical support, remove all information that you consider confidential from it.

To create the report:

  1. Download the archive with the script: collect.tar.gz.
  2. Copy the archive to the computer on which the product that doesn’t work correctly is installed.
  3. Extract the files from the archive:
# tar -xzf collect.tar.gz
  1. Set the rights for running the script:
# chmod +x collect.sh
  1. Run the script with the administrator rights:
# ./collect.sh

The report will be created in folder /tmp/$HOST_NAME-collect.tar.gz.

How to collect network traffic logs with WireShark?

To troubleshoot issues with your network connection, Kaspersky Technical Support may require the network traffic logs. You can collect them using a Wireshark application. For instructions, see this article.

How to collect logs of Process Monitor?

The Process Monitor application is a tracking tool for Windows which displays and monitors real-time a file system and Registry activity, detects malfunctions and malware.

For troubleshooting issues with your system, Kaspersky Technical Support may require the Process Monitor logs. For instructions, see this article.

How to activate Kaspersky Endpoint Security for Windows?

For information on how to activate Kaspersky Endpoint Security for Windows, see the article.

Features available in Kaspersky Endpoint Security 11 for Linux in different protection solutions

You can find a comparison table of the features available in Kaspersky Endpoint Security 11 for Linux in different protection solutions in the article.

How to enable or disable automatic updates of Kaspersky Endpoint Security for Windows?

For information on how to enable or disable automatic updates of Kaspersky Endpoint Security for Windows, see the article.

Recommendations for protection of your PC against file-encrypting ransomware

We recommend configuring protection for the device in advance to prevent infection and mitigate possible damage in the future.

For recommendations on how to protect devices against encrypting-ransomware, see this article.

What to do if a Kaspersky application failed to detect a spam email?
  1. If a Kaspersky application failed to detect a spam email, send it to the Anti-Spam Lab spam@kaspersky.com.
  2. If your application still fails to detect this kind of spam mail several days after sending a sample to spam@kaspersky.com, send a request to technical support through Kaspersky CompanyAccount and describe your issue in detail.
    Attach to the request your spam emails in the archive, EML format (preferably), or MSG. Please specify in the request that you have already sent the spam samples to spam@kaspersky.com.
  3. If an email was falsely identified as spam, send a request to technical support through Kaspersky CompanyAccount and describe your issue in detail.
    Attach to your request the emails falsely identified as spam in the archive, EML format (preferably), or MSG.

See more about Anti-Spam Lab requests in this article.

How to protect against file-encrypting malware in Kaspersky Endpoint Security for Windows?

For information on how to configure protection against file-encrypting malware in Kaspersky Endpoint Security for Windows, see the article.

How to reduce risks of false positives in a critical infrastructure

Kaspersky constantly improves the methods and technologies of malware detection. Threat Protection efficiency of Kaspersky solutions is confirmed by independent research. Our solutions provide minimum of false detections. However, the probability of false positives cannot be completely eliminated.

To reduce risks of false positives and possible negative impact on business processes, including closed segments and a critical infrastructure, follow the recommendations from this article.

How do I find out if my product is supported?

You can find information about support period of your product in the Product Support Lifecycle table.

How do I find out about Support Rules for Kaspersky Software?

You can find the Support Rules for Kaspersky Software on this page.

How do I find information about Kaspersky Premium Support?

You can find information about Kaspersky Premium Support on this page.

System and hardware requirements of Kaspersky Security for Windows Server

For functioning with Kaspersky Security for Windows Server, your device should meet the minimum system and hardware requirements.

For more information about the system and hardware requirements, see this article.

How to download the latest version of Kaspersky Security for Windows Server?

You can download the latest distribution package of Kaspersky Security for Windows Server on this page.

How to use the kavremover utility?

Kavremover is a free tool for removing Kaspersky applications that cannot be removed completely using standard Windows tools.

Do not use the kavremover tool unless recommended to do so by Kaspersky technical support engineers.

To download tool and learn how to remove Kaspersky applications, see this article.

Internal error when starting real-time protection and on-demand scan tasks in Kaspersky Security for Windows Server
Issue

Real-Time Protection and On-Demand Scan tasks may fail to start with the following event written in the task log:

InternalError, Error Code is 0x00D1 ; sub-system error code is 0X4
Solution

Enable the option of creating a crash dump file and reproduce the error. Create a request to Kaspersky Technical Support. Attach the collected dump files to your request.

Issue of Kaspersky Security 11 for Windows Server compatibility with backup systems
Issue

When Kaspersky Security for Windows Server performs on-demand scan tasks, the time when each scanned file was last accessed is updated. After the scan, Kaspersky Security for Windows Server resets the time when the file was last accessed to the initial value.

This behavior can affect the work of backup systems by causing creation of backup copies for files that haven’t been changed. This can also cause false detections in file change tracking applications, e g. CommVault File Activity Anomaly Alert.

Solution

Disable resetting of the last accessed time after the file was scanned:

  1. Open Kaspersky Security Center.
  2. Go to Policies and open the properties of the Kaspersky Security for Windows Server policy.
  3. Click Application Settings in the left menu.
  4. In the Scalability, interface and scan settings section, click Settings.

The Properties window of the Kaspersky Security for Windows Server policy

  1. Open the Scan settings tab and clear the checkbox Restore file attributes after scanning.
  2. Click OK.

Clearing the Restore file attributes after scanning checkbox in the Kaspersky Security for Windows Server policy

Error when installing updates on Windows Server 2016 with Kaspersky Security 11 for Windows Server installed
Issue

After installing Kaspersky Security for Windows Server on Windows Server 2016, you may encounter an error when installing updates in the Windows Update service. The error code is 0x80070006.

Update error in the Windows Update service. The error code is 0x80070006.

Cause

This issue arises because of the Kaspersky Security for Windows Server installer. It changes the Background Intelligent Transfer Service (BITS) and the Windows Update Service (WUAUSERV): from %systemroot%\system32\svchost.exe -k netsvcs to %systemroot%\system32\svchost.exe -k wuausvcs.
This happens regardless of whether or not the Applications Launch Control component is installed.

Solution
  1. Open the command line.
  2. Run the following command:
    sc config bits binPath="C:\Windows\System32\svchost.exe -k netsvcs"
    
  3. Then run the command:
    sc config wuauserv binPath="C:\Windows\system32\svchost.exe -k netsvcs"
    
  4. Restart the server.

If the issue persists, submit a request to Kaspersky technical support via Kaspersky CompanyAccount. Please include a detailed description of the issue. Before contacting the support, see the guide on creating a request in the Knowledge Base.

Error running the RPC Network Storage Protection task in Kaspersky Security for Windows Server

When you run the RPC Network Storage Protection task in Kaspersky Security for Windows Server, you may get the following critical errors:

Error creating handler for requests from network-attached storage systems. Reason: Not enough resources are available to complete this operation.
Internal error. Error code: 0x0007 (not enough system resources are available to complete this operation). Subsystem code: 0x6 (WP). To find more details go to technical support site: http://support.kaspersky.com/error_prod?key=B6X7X13X5X.
Cause

The errors occur when there are problems connecting to the network storage through the RPC protocol.

Solution

To fix the problems, run the task under the account with the local administrator permissions, which is included to the Build-in Administrators group on the computer with Kaspersky Security for Windows Server installed. 

For information on how to select a user account for running the RPC Network Storage Protection task in Kaspersky Security 11.х for Windows Server, see this article.

Access Denied error when connecting via a proxy server in Kaspersky Security 9.x for Microsoft Exchange Servers
Issue

If the HTTPS scan option is enabled on the proxy server, requests generated by Kaspersky Security 9.x for Microsoft Exchange Servers will be blocked.

In this case, the application logs the following message: Error AntispamEngine: tpprov [ConnectionTmpl.h:133] eka::SystemException caught: .\src\ProxyAuthorizationUtil.cpp(178) SystemException - basic auth failed. http ret code:407: 0x80000045 (Access denied).

Cause

The Kaspersky Security Network service and the Enforced Anti-Spam Update Service use a port 443 for connecting to external Kaspersky servers. This port may be unavailable.

Solution

To ensure the correct work of the services of Kaspersky Security 9.x for Microsoft Exchange Servers, create a special allowing rule or disable the HTTPS traffic scan.

To disable the HTTP traffic scan on Forefront Threat Management Gateway (Forefront TMG), follow these steps:

  1. Open the Forefront TMG management console.
  2. In the management console, select Web Access Policy server node.
  3. On the Tasks tab, select Configure HTTPS inspection.
  4. Go to the General tab and clear the Enable HTTPS inspection checkbox.
  5. Click ОК.

Disabling HTTPS inspection on Forefront TMG

  1. Click Apply in the Forefront TMG management console.

The HTTPS traffic scan will be disabled.

Recommended settings for side-by-side work of Kaspersky Security 9.0 and other antivirus software on one server

If you are installing Kaspersky Security 9.x for Microsoft Exchange Servers on a server, where a third-party antivirus solution for servers is installed or will be installed, we recommend that you exclude the service folder Store
(%SystemDrive%\Program Files (x86)\Kaspersky Lab\Kaspersky Security 9.0 for Microsoft Exchange Servers\data\store).

This folder contains:

  • The temporary objects storage for scanning in RAM.
  • A backup storage where Kaspersky Security 9.x for Microsoft Exchange Servers stores infected objects before disinfecting or deleting them (the objects are stored encrypted).

Transport hub and Edge transport roles of the Microsoft Exchange server allow installing a third-party antivirus solution for side-by-side work with Kaspersky Security 9.x for Microsoft Exchange Servers. It will function along with Kaspersky Security interceptors for these roles.

However, this significantly enhances the CPU load and requires complex and thorough configuration of both antivirus products. We recommend that you remove third-party antivirus solutions before installing Kaspersky Security 9.x for Microsoft Exchange Servers.

Kaspersky Security 9.x for Microsoft Exchange Servers is not compatible with third-party antivirus products for protecting Microsoft Exchange server with a Mailbox role.

Where to download the KseInfoCollector.exe tool?

The KseInfoCollector.exe utility collects information about Kaspersky Security 9.x for Microsoft Exchange Server settings, the operating system, and Microsoft Exchange Server version and creates installation and performance logs.

To find more information and download the KseInfoCollector.exe tool, see this article.

How to get traces of Kaspersky Security 11 for Windows Server?

You can enable tracing in Kaspersky Security 11 for Windows Server in the following ways:

  • Through the console
  • Using Compact Diagnostic Interface
  • Using the KAVSHELL TRACE command
  • Through the registry editor

For information on how to get a connector trace file and enable it via different methods, see this article.

How to generate a report using Get System Info?

After the installation of a Kaspersky application, the operating system or the application may work incorrectly due to incompatibility of software or drivers installed on your computer with the Kaspersky application.

To find out the cause of the problem, Kaspersky Technical Support may need a Kaspersky Get System Info report.

If the support engineer didn't specify the type of the report, please create a standard one for home or business solutions. For instructions, see this article.

Features available in Kaspersky Security 11 for Windows Server in different protection solutions

You can find a comparison table of the features available in Kaspersky Endpoint Security 11 for Windows in different protection solutions in this article.

How do I find out if my product is supported?

You can find information about support period of your product in the Product Support Lifecycle table.

How do I find out about Support Rules for Kaspersky Software?

You can find the Support Rules for Kaspersky Software on this page.

How do I find information about Kaspersky Premium Support?

You can find information about Kaspersky Premium Support on this page.

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