EICAR-Test-File is not a threat, it was created to imitate the detection of a threat by antivirus software. It is a 68-byte file with the .com extension which displays a text message. Earlier, different files were created by cybersecurity software vendors to demonstrate how their solutions behave upon detection of a threat. Later, the vendors have agreed […]
Windows 8 features a Steps Recorder tool that allows you to record all user’s actions in details by capturing texts and screenshots. For the user’s security, no sensitive information, such as passwords, is included into reports. The collected data is saved to a file, which may be used by a support engineer when resolving an issue. How […]
The article concerns Windows 7 and later. Windows 7 and later versions include the utility Problem Steps Recorder (© Microsoft Corporation). You can use Problem Steps Recorder (© Microsoft Corporation) to automatically capture the steps you take on a computer, including a text description of the item you clicked and a picture of the screen for each click. To […]
In some cases, e.g. in case of virus infection, you may have to delete or edit some registry keys. Before doing that, create a backup copy: export the registry or some of the keys to a file. This will help you restore the previous state of the system registry. How to export a registry […]
In case a Kaspersky Lab product causes an error on your computer, a crash dump file is automatically created and sent to Kaspersky Lab engineers for detailed investigation. Upload of a system dump file to Kaspersky Lab servers does not result in automatic creation of a request to Kaspersky Lab Technical Support; thus you will not receive a report on application crash […]
After installation of a Kaspersky Lab product, the systme may stop responding during startup or task execution. A Kaspersky Lab product might conflict either with software installed on your computer or some drivers. In such cases, please contact Tecnical Support. Technical support engineers may ask you to send a complete memory dump file to find a solution to the […]
Kaspersky Lab support specialist may ask you to get log of the kl1_log utility in order to obtain information about network activity on your computer. The utility kl1_log is designed to collect information about network. In order to get a log of kl1_log, perform the following actions: Download the archive kl1_log.zip. Save it to Desktop or any other location. Extract the […]
The article is not applicable to Windows Vista SP1 and earlier. Sometimes, after installing a Kaspersky Lab application, the operating system may stop responding. These issues might occur when starting up your computer or running a task. It may be caused by the conflict between Kaspersky Lab applications and other applications or drivers installed on […]
After installing a Kaspersky Lab application, the operating system may crash and a blue screen may appear (BSoD — Blue Screen of Death). This can be caused by a conflict between the Kaspersky Lab application and either an application made by another company, or your computer’s drivers. If this issue occurs: Enable physical memory restrictions. Generate a […]
For solving browser-related issues, a technical support engineer may ask you to send console and HAR logs. Console and HAR logs contain information about the interaction between a browser and a website. Below you will find instructions on collecting console and HAR logs in most commonly used browsers. How to collect HAR logs in […]