Basic troubleshooting steps in Kaspersky Endpoint Security for Windows

This article concerns:

• Kaspersky Endpoint Security 12.0.0 for Windows (version 12.0.0.465)
• Kaspersky Endpoint Security 11.11.0 for Windows (version 11.11.0.452)
• Kaspersky Endpoint Security 11.10.0 for Windows (version 11.10.0.399)
• Kaspersky Endpoint Security 11.9.0 for Windows (version 11.9.0.351)
• Kaspersky Endpoint Security 11.8.0 for Windows (version 11.8.0.384)
• Kaspersky Endpoint Security 11.7.0 for Windows (version 11.7.0.669)
• Kaspersky Endpoint Security 11.6.0 for Windows (version 11.6.0.394)
• Kaspersky Endpoint Security 11.5.0 for Windows (version 11.5.0.590)
• Kaspersky Endpoint Security 11.4.0 for Windows (version 11.4.0.233)
• Kaspersky Endpoint Security 11.3.0 for Windows (version 11.3.0.773)
• Kaspersky Endpoint Security 11.2.0 for Windows (version 11.2.0.2254)

If you experience any issues while using Kaspersky Endpoint Security for Windows, you can perform diagnostics and try to solve the issue yourself before contacting Kaspersky Technical Support. For detailed steps for troubleshooting, see the flowchart and recommendations below:

Compare the application version on managed devices with the version on the download page. If you have the latest version installed, proceed to the steps below. If you have an earlier version, consider upgrading to the latest version:

• Review release info for versions 11 and 12, limitations and compatibility with Kaspersky Security Center in case you are using it.
• If the features and requirements of the latest version are compatible with your environment, try installing in a test environment and see if the issue persists in this version.
• If you did not encounter any issues after initial testing, try in-depth testing of this version on managed devices.
• If testing did not reveal any issues, upgrade to the latest version in your working environment. For more information, see Online Help.

Step 1. Disable all application components

1. Disable all application components and Self-Defense. For instructions, proceed to the steps below.
2. Restart the computer.
3. If the issue persists, proceed to step 2. If the issue is resolved, move on to step 3.

Step 2. Exit the application

1. Exit the application. See the Online Help page for instructions.
2. If the issue persists, proceed to step 4. If the issue is resolved, move on to step 5.

Step 3. Enable application components one by one

1. Enable one application component, for the instructions proceed below. Restart the application and check if the issue reoccurs.
2. If the problem does not reoccur, disable the active component and repeat the action above for each disabled component one by one to find the one that causes the issue.
3. If you defined the component that caused the issue, write down the name of the component and proceed to step 5. If you did not identify the component that caused the issue, move on to step 2.

If you have disabled the Behavior Detection, Remediation Engine, Exploit Prevention, and Adaptive Anomaly Control components, restart the computer.

Step 4. Disable automatic startup of the application

1. Disable automatic startup of the application. See the Online Help page for instructions.
2. Restart the computer.
3. Go to step 5.

Step 5. Complete the troubleshooting

Submit a request to Kaspersky technical support via Kaspersky CompanyAccount. Please include a detailed description of the issue. In your request, specify the step that helped to resolve the issue and the name of the component that caused the issues. Before contacting the support, see the guide on creating a request in the Knowledge Base.

Method 1. How to enable or disable Self-Defense and Kaspersky Endpoint Security for Windows components via the application interface

1. For instructions on how to enable and disable Self-Defense, see Online Help.
2. To enable or disable each component manually:
   1. Go to the component list in Settings section.
   2. Select the component, set the toggle to On or Off position and click Save.
   3. Repeat the action above for each component. For the list of the components, see Online Help.
   4. 
      

For enabling or disabling all components when the Password Protection function is enabled, see the Online Help page for instructions.

Method 2. How to enable or disable Self-Defense and Kaspersky Endpoint Security for Windows components via Kaspersky Security Center

1. To disable Self-Defense:
   1. Open Kaspersky Security Center and go to Policies.
   2. Right-click Kaspersky Endpoint Security for Windows to bring up the context menu. In the context menu, select Properties.
   3. 
   3. In the application settings window, select General settings → Application settings. Clear the Enable Self-Defense check box to disable the Self-Defense mechanism.
   4. Click Apply and confirm your changes to the settings in the pop-up window.
   5. 
   6. The application’s Self-Defense will be disabled.

2. To disable components:
   1. In the Properties: Kaspersky Endpoint Security for Windows window go to Advanced Threat Protection, Essential Threat Protection, Security Controls sections and disable all the application components included. For the list of the components, see Online Help.
   2. Click Apply and confirm the changes.
   3. 
   4. The application components will be disabled.