Kaspersky Security Cloud 18

1. In the main window of Kaspersky Security Cloud, click the support icon.

1. For a guide on opening the application window, see this guide.

2. In the Support window, click Support Tools.

3. In the Traces section, select the trace level:
   • Errors
   • Important
   • Recommended
   • All

   Your Technical Support engineer will tell you which trace level to select. If you received no instructions on which level to choose, use Recommended.

4. In the Support Tools window, click Enable traces.

5. Reproduce the problem.

   If you know which component caused an error in Kaspersky Security Cloud, we recommend that you disable all other protection components while traces are being collected. For example, if Web Anti-Virus seems to malfunction, disable all protection components except for Web Anti-Virus.

6. Click the stop button.

7. Close the product window.
8. Restart your computer.

Trace files are created as text files with the .log extension and unique names:

[Product name]_[Product version]_[Date of creation]_[Time of creation]_[Random characters]_[Tracing type]_[Encryption type].

E.g. KAV.18.0.0.405_04.11_16.12_1320.SRV.log 

To find the files:

1. Enable Show hidden files and folders function.
2. Press the Win+E combination on the keyboard.

3. In the Address Bar of the Windows Explorer, type:
   • For Windows Vista/7/8/8.1/10: %ALLUSERSPROFILE%\Kaspersky Lab\
   • For Windows XP: %ALLUSERSPROFILE%\Application Data\Kaspersky Lab\
4. Press Enter on the keyboard.
5. Windows Explorer will open the Kaspersky Lab folder with the created trace files.

1. In the main window of Kaspersky Security Cloud, click the support icon.

1. For a guide on opening the application window, see this guide.

2. In the Support window, click Support Tools.

3. In the Support Tools window, click Send report to Technical Support.

4. In the Send report view, select the check boxes for the reports you want to send.
5. Enter the request number that was assigned to your request in My Kaspersky, and click Send report.

6. Please wait until the report is packed and uploaded.
7. If you cannot send the report at the moment (e.g. there is no Internet connection), you can save the report to your computer by clicking Save report. You can send the report to Kaspersky Lab at any moment through My Kaspersky.

8. In the Save As window, select the destination folder. By default, the reports are saved to the Documents folder.
9. Enter the report name and click Save.