What to do in case of a problem with Kaspersky Internet Security 16 for Mac

1. In the Mac OS X menu, click the Kaspersky icon and select Quit in the context menu.

2. In Finder select Applications → Kaspersky Internet Security.

3. If nothing changes after you have restarted the application, restart your computer: In the OS X menu, select Restart.

If nothing changes after you have restarted your computer, reinstall the app.

1. Remove Kaspersky Internet Security 16 for Mac
2. Install the app once again.

If nothing changes after you have restarted and reinstalled the app, get application trace files:

1. Open the Settings window in Kaspersky Internet Security 16.
2. In the Preferences window, go to the Reports tab.
3. In the Traces section check the Enable tracing box.

4. Restart Kaspersky Internet Security 16 for Mac
5. Reproduce the issue.
6. Disable tracing: trace collection may cause disk space shortage.
7. Restart Kaspersky Internet Security 16 for Mac

Send a request via My Kaspersky. Remember to describe the issue in detail and attach trace files. For instructions on using My Kaspersky, visit the respective FAQ page.

Trace files are saved:

• Library/Logs/Kaspersky Lab/kav_daemon_*.log
• ~/ Library/Logs/Kaspersky Lab/kav_app_*.log. (“~/” sign stands for user folder (Macintosh HD/Users/User_name)

The ~/Library folder is hidden. To hide or unhide a folder:

1. In Finder select Applications → Utilities → terminal.

2. In the Terminal window, enter chflags nohidden ~/Library and click Enter on the keyboard (if you want to hide a folder, enter chflags hidden ~/Library).

3. To open Library, in the OS X menu, select Help. In the Help line, type Library and click Enter.