Technical Support

for Windows and Linux

To troubleshoot possible malfunctions of Kaspersky Endpoint Security on computers, Technical Support staff may require information about the system and the events that occurred during the application's operation. This information is stored in dump files and trace files.

A dump file contains all information about the working memory of Kaspersky Endpoint Security processes at the moment when the dump file was created.

The trace file allows tracing the process of performing application commands step by step and determining the stage of application operation at which an error occurs.

Dump files and trace files may contain sensitive data. To control access to data, you must independently ensure the security of these files.

Dump files and trace files are stored on a computer as long as the application is in use, and are deleted permanently when the application is removed.

After applying the security profile on the computers, the application starts writing dump files. After a malfunction, the next time the application is launched, a window opens to load information for Technical Support. In this window, you can review information about the created dump files and approve sending them to Kaspersky.

Technical Support settings

Settings

OS

Description

Dump writing ENABLED

 

Windows

Linux

If dump writing is enabled, Kaspersky Endpoint Security creates dump files if the application crashes.

 

Dump and trace files protection ENABLED

 

Windows

If protection of dump files and trace files is enabled, the files can be accessed by the following users:

  • Dump files can be accessed by the system administrator and local administrator, and by the user that enabled the writing of dump files and trace files.
  • Trace files can be accessed only by the system administrator and local administrator.

Code dump path

 

Windows

Linux

Dump files are stored in the following folders:

  • Windows: %ProgramData%\Kaspersky Lab\KES.[AppVersion]\Traces

    You cannot set a different folder for dump files.

  • Linux: var/opt/kaspersky/kesl/common/dumps and /var/opt/kaspersky/kesl/common/dumps-user

    If you specify a different directory, make sure that the user running Kaspersky Endpoint Security has read and write permissions for that directory. Root privileges are required for access to the trace file directory.

Trace folder path

Windows

Linux

Trace files are stored in the following folders:

  • Windows: %ProgramData%\Kaspersky Lab\KES.[AppVersion]\Traces

    You cannot set a different folder for trace files.

  • Linux: var/log/kaspersky/kesl

    If you specify a different directory, make sure that the user running Kaspersky Endpoint Security has read and write permissions for that directory. Root privileges are required for access to the trace file directory.

Maximum trace file size (MB)

Linux

In this field, you can enter the maximum size of an application trace file (in megabytes).

The default value is 500.

Maximum number of trace files

Linux

In this field, you can enter the maximum number of application trace files.

The default value is 10.

Custom Technical Support web resources

Windows

Table with contact information that users can use to contact Technical Support in case of Kaspersky Endpoint Security malfunctioning. You can also configure message templates for users with instructions on how to get help.

By default, the application displays links to the Kaspersky website.
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