How to get Kaspersky Endpoint Security 11 for Mac trace files

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This article concerns:

  • Kaspersky Endpoint Security 11.1.0 for Mac (version 11.1.0.210)
  • Kaspersky Endpoint Security 11.0.1 for Mac (version 11.0.1.753)
  • Kaspersky Endpoint Security 11.0.0 for Mac (version 11.0.0.501)

After you create a request to Kaspersky support engineers, they may ask you to send trace files. Trace files contain records of all application’s actions, which allows the engineers to find the step at which an error occurs.

Enable tracing right before reproducing the issue and disable it immediately after the issue is reproduced. Do not leave tracing enabled for a long period of time.

 

How to collect traces via graphical user interface (GUI)

  1. Remove the previous tracing logs. To do so, open Finder. Go to Applications → Utilities → Terminal and run the following command:
sudo rm -rf /Library/Logs/Kaspersky\ Lab/*
  1. In the upper-right corner of the screen, click the Kaspersky Endpoint Security 11 for Mac application icon icon and select Preferences.

Opening the Kaspersky Endpoint Security 11 for Mac settings

  1. Go to the Interface tab and select the Enable tracing checkbox.

Enabling tracing in Kaspersky Endpoint Security 11 for Mac

  1. Reproduce the issue.
  2. Return to the Preferences window, go to the Interface tab and clear the Enable tracing checkbox.

Disabling tracing in Kaspersky Endpoint Security 11 for Mac

Trace files will be created in the following folders:

  • /Library/Logs/Kaspersky Lab/
  • /Users/<username>/Library/Logs/Kaspersky Lab/
Create a report based on these trace files using the collect.sh script and send the report to Kaspersky technical support. For instructions on creating the report, see this article.
 

How to collect traces via Terminal

If the graphical user interface is unavailable, you can get Kaspersky Endpoint Security 11 for Mac trace files via Terminal.

How to enable tracing

  1. Remove the previous tracing logs. To do so, open Finder. Go to Applications → Utilities → Terminal and run the following command:
sudo rm -rf /Library/Logs/Kaspersky\ Lab/*
  1. Unload application processes:
sudo launchctl unload /Library/LaunchDaemon/com.kaspersky.*
  1. Give a permission to make changes:
sudo chmod u+w /Library/Application\ Support/Kaspersky\ Lab/KAV/Binaries/config.xml
  1. Open the config.xml file for editing:
sudo vim /Library/Application\ Support/Kaspersky\ Lab/KAV/Binaries/config.xml
  1. Find the TraceFileEnable variable and change its value to 1.
  2. Find the TraceFileMaxLevel variable and make sure that its value equals 1000.
  3. To save your changes, run in the file the following command:
:wq!
  1. Load application processes:
sudo launchctl load /Library/LaunchDaemon/com.kaspersky.*
  1. Reproduce the issue.

The tracing will be enabled.

How to disable tracing

  1. Unload application processes:
sudo launchctl unload /Library/LaunchDaemon/com.kaspersky.*
  1. Open the config.xml file for editing:
sudo vim /Library/Application\ Support/Kaspersky\ Lab/KAV/Binaries/config.xml
  1. Find the TraceFileEnable variable and change its value to 0.
  2. Revoke a permission to make changes:
sudo vim /Library/Application\ Support/Kaspersky\ Lab/KAV/Binaries/config.xml
  1. Load application processes:
sudo launchctl load /Library/LaunchDaemon/com.kaspersky.*

Trace files will be created in the following folders:

  • /Library/Logs/Kaspersky Lab/
  • /Users/<username>/Library/Logs/Kaspersky Lab/
Create a report based on these trace files using the collect.sh script and send the report to Kaspersky technical support. For instructions on creating the report, see this article.
Source : Official Kaspersky Brand
Editor by : BEST Antivirus KBS Team

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