What to do if Kaspersky Security Cloud for Mac functions incorrectly

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The article concerns Kaspersky Security Cloud for Mac — Family and Personal.

If Kaspersky Security Cloud for Mac functions incorrectly:

  1. Restart the application.
  2. If the issue persists, try rebooting your Mac.
  3. If this doesn’t help, reinstall Kaspersky Security Cloud for Mac.

If the issue persists after reinstallation, collect trace files and send them to technical support.

 

How to restart the application

  1. Tap the Kaspersky Security Cloud for Mac icon menu icon and select Quit.

Kaspersky Secure Connection for Mac menu in the macos menu bar.

  1. If requested, enter the administrator password.
    The application will be stopped.
  2. Open Kaspersky Security Cloud for Mac.
These actions will restart the application.
 

How to reinstall the application

  1. Uninstall Kaspersky Security Cloud for Mac. See the Online Help page for instructions.
  2. Reboot the computer.
  3. Install Kaspersky Security Cloud for Mac once again. See the Online Help page for instructions.

The application has been reinstalled.

 

How to get trace files

Do not perform the actions described below unless they are required and guided by a technical support 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:

  1. Open Kaspersky Security Cloud for Mac.
  2. Tap the Kaspersky Security Cloud for Mac icon menu icon and select Preferences.

Kaspersky Secure Connection for Mac menu in the macos menu bar.

  1. Go to the Information tab and select the check box Enable tracing.

The Preferences window of Kaspersky Security Cloud for Mac with Information tab open and Enable tracing checkbox selected.

  1. Restart Kaspersky Security Cloud for Mac.
  2. Reproduce the issue.
  3. Return to the Preferences window and clear the Enable tracing checkbox.
  4. Restart Kaspersky Security Cloud for Mac.

Trace files have been created.

 

Where to find trace files

Trace files are saved to Macintosh HD/Library/Logs/Kaspersky Lab.

Folder with traces of Kaspersky Security Cloud for Mac

If you cannot find the Library folder, then it is hidden. If you’re not sure how to take a screenshot, see this article.

 

How to send trace files to Kaspersky technical support

Submit a request to Kaspersky technical support by choosing the topic and filling out the form. Attach the trace files to your request.

Source : Official Kaspersky Brand
Editor by : BEST Antivirus KBS Team

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