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 of the application components Installation Wizard
• Trace files of Light Agent for Windows 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 down step-by-step execution of application commands and detect the phase of application operation when an error occurs.

Editing application settings

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

While conducting diagnostic work Technical Support specialists may ask you to change application settings for debugging purposes:

• Activate the functionality that gathers extended diagnostic information.
• Run the utilities, included in the application 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.
• Fine-tune the settings of application functional components, Light Agents, Protection Server, Integration Server, Integration Server Console and management plug-ins, which cannot be configured by means of the application operation management tools described in this Help (Kaspersky Security Center, local interface, command line).

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. Unassisted modification of the application operation settings in the ways not described in the application help or in the recommendations from the Technical Support specialists can lead to slowdowns and malfunctions of the operating system, decrease of the virtual machine protection level, as well as to a violation of the availability and integrity of the processed information.

Configuring additional web plug-ins settings

Technical Support experts may recommend you to configure the following settings in the AdvancedPluginSettings.json file with additional web plug-ins operation parameters:

• Settings for SVM selection algorithms for connection.
• Response waiting time for the interaction of application components.
• Configuration settings for Certificate Revocation List verification.

AdvancedPluginSettings.json files must be created in the web plug-ins installation folders:

• <Kaspersky Security Center Web Console installation folder>\server\plugins\<plug-in identifier> – for the devices with the Windows operating systems
• <Kaspersky Security Center Web Console installation folder>/server/plugins/<plug-in identifier> – for the devices with the Linux operating systems

where the <plug-in identifier> may have one of the following values:

• SVM_5_2_0_0 – web plug-in identifier for Kaspersky Security for Virtualization 5.2 Light Agent – Protection Server.
• KSVLA_5_2_0_0 – web plug-in identifier for Kaspersky Security for Virtualization 5.2 Light Agent for Windows.
• KSVLALIN_5_2_0_0 – web plug-in identifier for Kaspersky Security for Virtualization 5.2 Light Agent for Linux.

The web plug-in installation folders also contain templates of files with examples of configured setting named ~AdvancedPluginSettings.json.

You are strongly advised to perform the above-mentioned steps solely under the guidance of Technical Support specialists and according to their instructions. Unassisted modification of the application operation settings in the ways not described in the application help or in the recommendations from the Technical Support specialists can lead to slowdowns and malfunctions of the operating system, decrease of the virtual machine protection level, as well as to a violation of the availability and integrity of the processed information.

Disabling the rollback function

You may need to disable the rollback function to analyze an error that occurred during SVM deployment.

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.

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.

Application performance diagnostics

For application performance diagnostics, 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.

For diagnostics of the Integration Server, Technical Support experts may ask you to use the diagnostic tool named viis_console included in the application distribution kit. For more detailed information, please contact Technical Support.