To troubleshoot any issues you might experience while using Kaspersky products, technical support engineers may ask you to send trace files. Below you will find the links to detailed instructions on how to get traces for Kaspersky products. Products for home For Windows Kaspersky Internet Security 21, 20, 19, 18, 17, 16, 15 Kaspersky Anti-Virus 21, 20, 19, 18, 17, 16, 15 Kaspersky Total Security 21, 20, 19, 18, 17, 16, 15 Kaspersky Security […]
During or after installing a Kaspersky application, your operating system might stop responding or produce a stop error (“blue screen”). These issues might occur when starting up your computer or running a task. This is the result of a conflict between the Kaspersky application and other software or drivers already installed on your computer. If you are experiencing […]
In some cases, Kaspersky Lab support engineers may request a dump file of a certain process to fix the issue. To get the process dump file: Press Ctrl+Alt+Delete on the keyboard. Select Task Manager. If you are using: Windows 7, go to the Processes tab. Windows 8, 8.1, 10 or Windows Server 2008, click More details. Right-click the process […]
This article concerns: Kaspersky Anti-Virus Kaspersky Internet Security Kaspersky Total Security Kaspersky Security Cloud Kaspersky Small Office Security Kaspersky Secure Connection Kaspersky Endpoint Security 11.5.0 for Windows (version 11.5.0.590) Kaspersky Endpoint Security 11.6.0 for Windows (version 11.6.0.394) After installing a Kaspersky application, you may encounter certain malfunctions. One of the possible reasons is the conflict between […]
If the installation or removal of a Kaspersky Lab home product terminates with an error, please get trace files of the process to help technical support diagnose the issue. Installation and removal trace files are created automatically in Kaspersky Lab products. By default, the files are saved to the %temp% folder (usually C:\Windows\Temp or C:\Documents […]
This article concerns: Kaspersky Anti-Virus Kaspersky Internet Security Kaspersky Total Security Kaspersky Security Cloud Kaspersky Small Office Security In the Support window of a Kaspersky application, you can find the information about the application that may be useful when contacting technical support: license key, database release date, application version and operating system version. To contact technical […]
When submitting a request to the Kaspersky Lab Technical Support via My Kaspersky you will be asked to specify the operating system version of your device. For Windows users Open the dialogue box Run by pressing Win + R keyboard hotkey Type winver and click OK. The information about the version will be available in the window opened. For macOS […]
All terms used in this Technical Support Statement have the same meaning defined in the End User License Agreement (EULA) under the clause ”Definitions”. Please carefully read the terms of this Technical Support Statement, as well as all documents referred to in this Technical Support Statement, before accepting it. If the Software is used within […]
Threats of the Trojan.Multi.Accesstr family replace Windows service files with cmd.exe or powershell.exe. This can be used for gaining unauthorized access to the system. For the list of threats and corrupted files, see below. Recovery recommendations After detecting the threat, Kaspersky applications will try to find backup copies of corrupted files and restore them. If […]
After installing a Kaspersky, a situation may occur in which the Windows 10 operating system crashes and a blue screen appears (BSoD — Blue Screen of Death). This can be caused by a conflict between the Kaspersky Lab application and an application made by another company, or with your computer’s drivers. If this issue occurs, create a […]