Kaspersky Endpoint Security 11 for Windows

How to collect diagnostic data using the FDERT utility if you have issues when decrypting a drive

Latest update: February 21, 2023 ID: 15910

This article concerns:

  • Kaspersky Endpoint Security 11.10.0 for Windows (version
  • Kaspersky Endpoint Security 11.9.0 for Windows (version
  • Kaspersky Endpoint Security 11.8.0 for Windows (version
  • Kaspersky Endpoint Security 11.7.0 for Windows (version
  • Kaspersky Endpoint Security 11.6.0 for Windows (version
You can perform diagnostics only on the device where Kaspersky Endpoint Security for Windows is not installed or is installed without the Full-disk encryption (FDE) component. 

To collect diagnostic data when decrypting a drive using the Encrypted Device Restore Utility (FDERT), do the following:

  1. Start the FDERT Utility on the computer where you try to decrypt a drive. For instructions, see Online Help.
  2. Click Settings.

The Settings button in the FDERT utility

  1. Select the Save Restore Utility event log in folder checkbox, click Browse and select a folder to save the utility event log. Click OK.
To make the search of diagnostic results easier, we recommend specifying an empty folder or the folder where the executable file of the FDERT utility is located.

Specifying the folder for saving

  1. Select the drive you want to decrypt from the Select device drop-down list and click Scan.

Selecting and scanning the drive in the FDERT utility

  1. When the scanning is complete, click Save diagnostics and save the archive with the diagnostic data.

Saving the diagnostics results in the FDERT utility

  1. Reproduce the issue when decrypting the drive.
  2. Click Export log and save the utility log.

Exporting the log from the FDERT utility

  1. Close the FDERT utility. 
  1. Send to Kaspersky technical support the following files:
    • The fdert-DD-MM-YYYY.log and fdert_service-DD-MM-YYYY.log files from the folder that you selected at step 3
    • The ZIP file with the FDERT diagnostics results
    • The CSV file with the FDERT utility log

    Example of a folder with the files for technical support

    Wait for the technical support answer and follow the recommendations.


How to collect data using the FDE disk dump tool utility

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