Getting information for Technical Support

Getting data files

After you inform Kaspersky Technical Support specialists about your issue, they may ask you to send the following files:

• SVM system statistics files
• Dump files of the Protection Server and Light Agents
• Trace files from the Solution Components Installation Wizard
• Trace files of the Integration Server and Integration Server Console
• Trace files of SVMs, Light Agent, and Kaspersky Security management plug-ins

A dump file contains all information about the operation memory of Kaspersky Security processes at the time the dump file was created.

A trace file helps track the step-by-step execution of instructions by solution components and can help detect the stage of execution when an error occurs.

Changing solution component settings

Technical Support specialists may also require additional information about the operating system, processes that are running on the protected virtual machine, and detailed reports on the operation of solution components.

While diagnosing the problem, Technical Support specialists may, for the debugging purposes, ask you to change the solution component settings to:

• Activate the functionality that gathers extended diagnostic information.
• Run the utilities, which are included in the solution's distribution kit.
• Change the settings for storing diagnostic information.
• Enable debugging mode for the Integration Server.
• Configure interception of network traffic and save it to file.
• Perform more detailed configuration of the operation of the Light Agents, Protection Server, Integration Server, Integration Server Console, and management plug-ins. This detailed configuration is not available through the solution management tools described in this help.

Technical Support experts will provide you with all the information needed to perform the listed operations, including a description of the sequence of steps, settings to be modified, configuration files, scripts, additional command line functionality, debugging modules, special-purpose utilities, and will inform you about the scope of data submitted for debugging purposes.

The extended diagnostic information is saved on your virtual machine. The data is not automatically sent to Kaspersky.

You are strongly advised to perform the above-mentioned steps solely under the guidance of Technical Support specialists and according to their instructions. Independent modification of the solution settings in ways not described in the solution's help or in recommendations from Technical Support specialists may cause operating system slowdowns and malfunctions, decrease of the protection level of virtual machines, and lead to the loss or corruption of the information being processed.

Disabling the rollback function

You may need to disable the rollback function in order to analyze an error that occurs during SVM deployment using the Integration Server Console.

To disable the rollback function:

1. On the device with Kaspersky Security Center Administration Console installed, open the %ProgramFiles(x86)%\Kaspersky Lab\Kaspersky VIISLA Console\Kaspersky.VIISConsole.UI.exe.config file in a text editor for editing.

   You must edit the file under the administrator account.

2. In the <appSettings></appSettings> section, edit the <!--<add key="disableRollback" value="1" />--> string as follows:

   <add key="disableRollback" value="1" />

3. Save and close the Kaspersky.VIISConsole.UI.exe.config file.

The new settings are applied after the Integration Server Console is restarted.

Getting information about SVMs connected to the Integration Server

Technical Support experts may ask you to provide information about the SVMs that are connected to the Integration Server. You can view a list of all SVMs connected to the Integration Server in the Integration Server Console.

Troubleshooting the solution

To diagnose performance issues, you may need to turn on debug mode for the Integration Server. To turn on debug mode, you need to use special configuration file settings. For more detailed information, please contact Technical Support.