What to do if Kaspersky for Mac functions incorrectly
If Kaspersky for Mac doesn’t work or returns errors:
- Restart the application. See the guide below.
- If the issue persists, try rebooting your Mac.
- If computer restart did not help, try reinstalling Kaspersky for Mac. See the guide below.
If the issue persists after reinstallation, collect trace files and send them to Customer Service. See below for instructions.
If you encountered issues activating the application, see the guide below.
How to restart the application
- Click the
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icon in the upper-right corner of your screen and select Quit. - In requested, enter the administrator password.
The application will be stopped. - Open Kaspersky for Mac.
These actions will restart the application.
How to reinstall Kaspersky for Mac
- Uninstall Kaspersky for Mac. See the Online Help page for instructions.
- Reboot the your computer.
- Install Kaspersky for Mac once again. See the Online Help page for instructions.
Kaspersky for Mac will be reinstalled.
How to get traces of the application performance
Do not perform the actions described below unless they are required and guided by a Customer Service engineer.
Tracing is collecting the information about the working process of the application components. Support engineers use trace files for identifying the problem in the application.
To get traces of the application performance:
- Open Kaspersky for Mac.
- Tap the menu icon and select Preferences.
- Go to the Information tab and select the check box Enable tracing.
- Restart Kaspersky for Mac.
- Reproduce the issue.
- Return to the Preferences window and clear the Enable tracing checkbox.
- Restart Kaspersky for Mac.
Trace files will be saved to folder ~/Library/Logs/Kaspersky Lab.
If you cannot find the Library folder, then it is hidden. If you’re not sure how to take a screenshot, see this article.
What to do in case of activation issues
If you encounter problems activating Kaspersky for Mac, look up your issue in the Activation errors section.
If you haven’t found a solution for your issue, contact Kaspersky Customer Service by choosing the topic of your request.