Kaspersky CyberTrace Web troubleshooting

This section provides information to help you solve problems that you might encounter when using Kaspersky CyberTrace Web.

Problem: I forgot my password

To solve this problem, try the following actions:

• If your user account role is Analyst or Tenant manager, contact your Administrator to change the password.
• If your user account role is Administrator, you can change the password for another user in the Settings → Users section of Kaspersky CyberTrace Web.
• If your user account role is Administrator, you can reset the password for your user account with Password Utility.

Problem: A white screen is displayed when Kaspersky CyberTrace Web is opened in a browser

A possible reason for this problem is the use of an unsupported browser. Please check that you use a supported browser.

Problem: "Could not update feeds" error message is displayed when updating feeds manually

To solve this problem, try the following action:

• Try to run the update process again later. The source of this problem is another update process that runs at the same time.

Problem: Untrusted connection error when connecting to Kaspersky CyberTrace Web

The SSL certificates that are generated during the installation of Kaspersky CyberTrace are self-signed, and so the browser you use informs you about an untrusted connection.

To solve this problem, try the following actions:

• (Recommended) Use other certificates that are trusted in your infrastructure.
• If you cannot use other certificates, you can add the initially generated certificates as trusted to your browser or operating system.

Problem: The SSL certificate has expired

The SSL certificates that are generated during the installation of Kaspersky CyberTrace are valid for two years. If the certificates expire, you must generate new certificates.

To solve this problem, try the following actions:

• In Linux:
  • Run the following command in the console:

    %service_dir%/configure −−change

  • Specify the same parameters that you specified during the previous Kaspersky CyberTrace installation.
• In Windows:
  • Run the executable installer of Kaspersky CyberTrace.
  • Click the Change button.
  • Specify the same parameters that you specified during the previous Kaspersky CyberTrace installation.

Problem: An error occurred while searching for indicators from a log file or file hashes

There are several possible reasons for this error:

• There is no free disk space on the computer on which Kaspersky CyberTrace is installed.

  We recommend that you do the following:

  • Restart Kaspersky CyberTrace: some files might be left that are related to previous searches.
  • Delete unnecessary files from the computer on which Kaspersky CyberTrace is installed.
• An error occurred while trying to open a file selected for a search. This can occur when a file has been removed or if the Kaspersky CyberTrace process did not have read rights to the file.
• Make sure that the file is not removed and you have access to it.

Problem: Cannot sign in to Kaspersky CyberTrace after it is updated

To solve this problem, try the following actions:

• Clear the browser cache using the standard method for your browser.

Problem: Information about detected hashes is not displayed on the dashboard

A possible reason for this problem is that the date and time settings of the end user's computer differ from those on the server where Kaspersky CyberTrace is running, and the time difference is too large. The time difference must not be more than 30 minutes.

To solve the problem, change the date and time settings so that they are correct. You can use an NTP server to get the correct date and time.

Problem: In theEdit event source "{{sourceId}}" window, the incoming events are not displayed, and the Start collecting events and Restart collecting events buttons do not function

To solve this problem, update KIS to version 21.5.7.225 on Windows, or KES to version 11.8 on Windows/macOS.

Problem: Cannot update the feeds

In unexpected situations, the feeds update may fail, as a result of which the following files may remain undeleted:

/feeds/download/.kl_feed_lock

/tools/output/.kl_feed_lock

When undeleted, these files cause the feeds update failure.

To solve this problem, delete these files manually. Also, make sure that these files are not present when upgrading the service.

Under normal conditions, these files are deleted irrespective of the feeds update status.

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