How to create reports using the Kaspersky Log utility
In order to provide you with the easiest way to send reports to Kaspersky Lab Technical Support, we have automated the running of three of our utilities into a single, no-options utility called Kaspersky Log Utility. This collects a GetSystemInfo report that provides a system-wide overview, an AVZ System State Report that focuses on diagnosing infections, and collects installation logs and other troubleshooting data.
1. Create the reports
Click the Download button, and click Save (add it to your desktop). You can also click on Run to start the tool immediately.
Once the utility finishes downloading, double click on it to open it.
Click where it says Click Here to Start which will start the log collecting process.
If you are having issues finding the downloaded file you can hit Ctrl+J on your keyboard to open the download Window for that specific browser.
From this point on, the process is automated. You will see the utility's green progress bar indicating what actions are being taken. No action is required from you. The process takes around 5-15 minutes depending on the speed, and files associated with your computer.
After the process completes, you will see a zipped file name KL_Logs on your desktop.
If you have an existing case with us, send back the KL_Logs Reports file so we can use them to assist you. If replying by email, do not change the subject line.
If you do not have a case with us, create a request via the My Kaspersky service.
2. What information do we gather?
The information collected in the GetSystemInfo report is about Windows in general, and collects basic system information, device drivers, recent significant Event Log entries, installed programs, and running processes, among other info.
The information collected in the AVZ report is aimed at viruses, including running processes, DLL files used by processes, device drivers, and browser settings, among other info.
The information collected by script includes Kaspersky installation logs, KAVRemover logs, registry data, and directory contents, and some information about the Microsoft .NET Framework, as well as a list of Symbolic Links and Junctions on the system drive.None of the reports collect personal data except the name of your computer and your Windows user account names.
3. Access Advanced Settings
Advanced settings for the Kaspersky Log Utility should only be accessed if directed by a Kaspersky lab representative.
Access Advanced Settings:
- Check the box named Access Advanced Settings.
- Click on the option Advanced Settings to open a new window.
FTP information:
This information will be provided by a Kaspersky Lab Representative. This option allows you to upload the files generated by this tool to the Kaspersky Lab FTP site where Kaspersky has access to it. Product traces and dump files will be uploaded if the Include Traces and Dump Files box is checked off.
4. Troubleshooting
If you are experiencing any of the issues below, please use the GetSystemInfo report utility to gather troubleshooting reports instead:
- The utility does not open after downloading
- The utility does not run
- The utility does not complete
- The utility runs & completes, but no reports are generated on your desktop