Collecting information for Technical Support

Report for Technical Support

After you notify Technical Support specialists about your issue, they may ask you to generate a report with the following information:

• SVM settings
• VMware ESXi hypervisor version
• VMware vCenter Server version
• VMware NSX Manager component version
• Version of the VMware Tools kit installed on the protected virtual machine
• List of VMware technologies used (View, DRS, DPM, HA, FT)
• Kaspersky Security Center version
• For a computer with Kaspersky Security Center installed – operating system version and Microsoft .NET Framework version

Send the generated report to Technical Support.

Getting data files

After you notify Technical Support experts about your issue, they may ask you to send trace files for application components and/or system statistics files from the SVM.

Information about how to obtain SVM system statistics files is available on the application page in the Knowledge Base.

Special operating modes of application components

For diagnostics of application operation, Technical Support experts may ask you to perform the following actions:

• Turn on Integration Server debug mode. A special configuration file setting is used to turn on debug mode. To receive more detailed information about the operation of the Integration Server, you may need to configure additional application settings in the configuration file.
• Start installation of Kaspersky Security components (Kaspersky Security administration plug-in, Integration Server, and Integration Server Console) in silent mode with special command line settings.
• Make changes to the application configuration files and apply those changes.

For detailed information necessary to perform the listed actions, you can contact Technical Support experts.

Using utilities from the application distribution kit

To analyze the cause of errors in the operation of Kaspersky Security, Technical Support experts may ask you to use the following utilities included in the application distribution kit:

• inventory_view_format_client – a utility for obtaining data on the VMware virtual infrastructure and data on the current protection status and protection status history
• licenser_client – a utility for managing keys and viewing license information
• check_policy_client – a utility that checks whether Kaspersky Security is using a policy that was received from Kaspersky Security Center or is using the default protection settings
• ksvscan_client – a utility used to view information about the installed application databases
• product_status_client – a utility that checks whether or not application databases are installed, the application has been activated, and protection is enabled
• qb_client – a utility for managing backup copies of files in Backup
• detect_cache_purge_client – a utility that clears the cache of statuses of detected objects
• event_log_client, emergency_event_log_client – utilities that generate events to be relayed to Kaspersky Security Center
• tracer_configurator_client – a utility that lets you configure the settings for logging information to SVM trace files
• updater_client – a utility for updating application databases or rolling back the update
• autopatch_client – a utility that installs application patches downloaded together with the application databases update package
• vicreds – a utility for viewing or editing the settings of the SVM connection to the VMware vCenter Server or Integration Server
• ksv_policy_editor, ksv_policy_manager_client – utilities that let you change the settings of a policy applied on an SVM
• klmover – a utility for editing the address of the Kaspersky Security Center Administration Server and changing the mode of data exchange in the SVM configuration settings

For details on using the utilities, see the application page in the Knowledge Base.