Before you contact technical support
If you haven't found a solution to your problem in Online Help, Knowledge Base or other sources, create a request to Kaspersky technical support. For more information about the support rules, see this article.

Before contacting Technical support, make sure your have a valid license in your Kaspersky CompanyAccount. For more information, see this article.
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Information to provide for contacting Kaspersky technical support in case of infection by file-encrypting malware

Technical support engineers can provide information about decryption options and check the settings of your Kaspersky software.

  1. Collect the following information:
    1. Several samples of encrypted files.
    2. Malware sample in a password-protected archive.
    3. Encryption date and time.
    4. Kaspersky Get System Info report generated on the host on which the issue occurs with the Include Windows event logs option enabled. For instructions, see this article.
    5. Export of the configuration file CFG from the affected host or export of the KLP policy, which is active on the affected host.
    6. If Kaspersky Endpoint Security is installed on the host, attach the archive with the SysWHist folder located in C:\ProgramData\Kaspersky Lab\KES\SysWHist
  2. Send a request to Kaspersky technical support through CompanyAccount.
Contact technical support
  • If you have a Kaspersky ASAP license, send a request to Kaspersky technical support through CompanyAccount.
  • If you are using a trial license, visit this page.
Information to provide for contacting Kaspersky technical support regarding Kaspersky Endpoint Security for Windows

To make processing of your request faster and minimize additional information requests, when creating a request:

  1. Describe the actions that caused the issue.
  2. Attach screenshots or a video to illustrate the issue.
  3. Provide the following additional information:
    1. Kaspersky Get System Info report with the Include Windows event logs option enabled, collected on the host on which the issue occurs. For instructions, see this article.
    2. Kaspersky Endpoint Security event log in the EVT or EVTX format. For instructions, see this article.
    3. Export of the configuration file CFG from the affected host or export of the KLP policy, which is active on the affected host.
  4. Send a request to Kaspersky technical support through CompanyAccount.
Information to provide for contacting Kaspersky technical support regarding Kaspersky Endpoint Security Cloud

To make processing of your request faster and minimize additional information requests, when creating a request:

  1. Describe the actions that caused the issue.
  2. Attach screenshots or a video to illustrate the issue.
  3. Provide the following additional information:
    1. Email address which is associated with the workspace.
    2. Workspace ID from the list of workspaces.
      Please provide the workspace ID and email address in the text format.
  4. Send a request to Kaspersky technical support through CompanyAccount.
Information to provide for contacting Kaspersky technical support regarding Kaspersky Security Center

To make processing of your request faster and minimize additional information requests, when creating a request:

  1. Describe the actions that caused the issue.
  2. Attach screenshots or a video to illustrate the issue.
  3. Provide the following additional information: Kaspersky Get System Info report generated on the Administration Server with the Include Windows event logs option enabled. For instructions, see this article.
  4. Send a request to Kaspersky technical support through CompanyAccount.
Information to provide for contacting Kaspersky technical support regarding Kaspersky Security Center Cloud Console

To make processing of your request faster and minimize additional information requests, when creating a request:

  1. Describe the actions that caused the issue.
  2. Attach screenshots or a video to illustrate the issue.
  3. Provide the following additional information:
    1. Email address which is associated with the workspace.
    2. Workspace ID from the list of workspaces.
      Please provide the workspace ID and email address in the text format.
  4. Send a request to Kaspersky technical support through CompanyAccount.
Information to provide for contacting Kaspersky technical support regarding Kaspersky Security for Microsoft Exchange Servers

To make processing of your request faster and minimize additional information requests, when creating a request:

  1. Describe the actions that caused the issue.
  2. Attach screenshots or a video to illustrate the issue.
  3. Provide the following additional information: KseInfoCollector tool log. For details, see this article.
  4. Send a request to Kaspersky technical support through CompanyAccount.
Information to provide for contacting Kaspersky technical support regarding Kaspersky Security for Windows Server

To make processing of your request faster and minimize additional information requests, when creating a request:

  1. Describe the actions that caused the issue.
  2. Attach screenshots or a video to illustrate the issue.
  3. Provide the following additional information:
    1. Kaspersky Get System Info report generated on the host on which the issue occurs with the Include Windows event logs option enabled. For instructions, see this article.
    2. Kaspersky Security event log in the EVT or EVTX format.
    3. KLP policy export. For instructions, see this article.
    4. Contents of the folder C:\ProgramData\Kaspersky Lab\Kaspersky Security for Windows Server\***\Reports. To view the contents, enable display of hidden folders.
  4. Send a request to Kaspersky technical support through CompanyAccount.
Information to provide for contacting Kaspersky technical support in case of malware detection
  1. Collect the following information:
    1. File sample in a password-protected archive.
    2. Password for the archive.
    3. Issue description.
    4. If the issue is related to detection: the name of the antivirus verdict or a screenshot with the name of the verdict and the name of the file.
  2. Send a request to Kaspersky technical support through CompanyAccount.
Contact the Anti-Spam Lab
  • In case an application fails to detect spam emails, follow the instructions provided in this article.
  • In case an application falsely identifies emails as spam, follow the instructions provided in this article.
Information to provide in a technical support request

To make processing of your request faster and minimize additional information requests, when creating a request:

  1. Describe the actions that caused the issue.
  2. Attach screenshots or a video to illustrate the issue.
  3. Send a request to Kaspersky technical support through CompanyAccount.
Information to provide for contacting Kaspersky technical support regarding Kaspersky Scan Engine

To make processing of your request faster and minimize additional information requests, when creating a request:

  1. Describe the actions that caused the issue.
  2. Attach screenshots or a video to illustrate the issue.
  3. Provide the following additional information:
    1. (for Windows) Kaspersky Get System Info report with the Include Windows event logs option enabled, collected on the host on which the issue occurs. For instructions, see this article.
    2. Trace files of the issue. For instructions, see this article.
    3. Product configuration files: klScanEngineUI.xml and kavicapd.xml or kavhttpd.xml.
  4. Send a request to Kaspersky technical support through CompanyAccount.
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