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This article concerns:

  • Kaspersky Endpoint Security 11.6.0 for Windows (version 11.6.0.394)
  • Kaspersky Endpoint Security 11.5.0 for Windows (version 11.5.0.590)
  • Kaspersky Endpoint Security 11.4.0 for Windows (version 11.4.0.233)
  • Kaspersky Endpoint Security 11.3.0 for Windows (version 11.3.0.773)
  • Kaspersky Endpoint Security 11.2.0 for Windows (version 11.2.0.2254)
  • Kaspersky Endpoint Security 11.1.1 for Windows (version 11.1.1.126)
  • Kaspersky Endpoint Security 11.1.0 for Windows (version 11.1.0.15919)
  • Kaspersky Endpoint Security 11.0.1 for Windows (version 11.0.1.90)

When creating the request to technical support, you should attach the trace file. Trace files are used by Technical Support for diagnostic purposes. They have all steps of application commands execution written to the file and helps detect the step on which the problem occurs.

This article explains how to collect trace files through registry. The detailed process of collecting traces through the application interface is described in the this Online Help article.

 

How to generate a trace file using registry keys

Run REG files in safe mode and reproduce the issue in regular mode.

To generate a trace file:

  1. Make sure your user account has administrator permissions.
  2. Download the KES11_trace_on_off.zip archive and extract the files from it:
  3. Enable tracing. To do so, run the following file from the archive in safe mode:
    • For 32-bit operating systems: Trace_ON_x32.reg
    • For 64-bit operating systems: Trace_ON_x64.reg
  4. Reproduce the problem in normal mode.
  5. Disable tracing. To do so, run the following file from the archive in safe mode:
    • For 32-bit operating systems: Trace_OFF_x32.reg
    • For 64-bit operating systems: Trace_OFF_x64.reg

By default, trace files are saved to the hidden folder:

  • For versions 11.0.0–11.4.0: %ProgramData%\Kaspersky Lab
  • For versions 11.5.0 and 11.6.0: %ProgramData%\Kaspersky Lab\KES\Traces

To access the folder, enable the option display hidden files and folders.

 

How to generate a trace file of required level using registry keys

Run REG files in safe mode and reproduce the issue in regular mode.

To create a trace file of the required level:

  1. Make sure your user account has administrator permissions.
  2. Download the KES11_trace_level.zip archive and extract the files from it.
  3. Change the trace level and enable tracing. To do so, run the following file from the archive in safe mode:
    • For 32-bit operating systems: Trace_ON_500_x32.reg, Trace_ON_700_x32.reg or Trace_ON_800_x32.reg
    • For 64-bit operating systems: Trace_ON_500_x64.reg, Trace_ON_700_x64.reg or Trace_ON_800_x64.reg
  4. Reproduce the problem in normal mode.
  5. Disable tracing. To do so, run the following file from the archive in safe mode:
    • For 32-bit operating systems: Trace_OFF_x32.reg
    • For 64-bit operating systems: Trace_OFF_x64.reg
A trace file of the required level will be created. After following the step 5, the tracing level will be set to 500 by default.
 

How to change the target folder to save a trace file using registry keys

Run REG files in safe mode and reproduce the issue in regular mode.

To change the target folder to save the trace file, follow the guide below. The C:\trace\ folder is used as an example:

  1. Make sure your user account has administrator permissions.
  2. Create a trace folder on disk C.
  3. Download and unpack one of the following archives:
  4. Change the path to C:\trace. To do so, run the following file from the archive:
    • For 32-bit operating systems: Custom_path_x32.reg
    • For 64-bit operating systems: Custom_path_x64.reg
  5. Restart your computer.

The changes will be applied upon restart. Trace files will be automatically saved to the created folder.

To save the trace file to the default folder:

  • %ProgramData%\Kaspersky Lab\KES\Traces (for versions 11.5.0–11.6.0), run the Default path_x32_KES11.5-11.6.reg or Default path_x64_KES11.5-11.6.reg file from the archive.
  • %ProgramData%\Kaspersky Lab (for versions 11.0.0–11.4.0), run the Default path_x32.reg or Default path_x64.reg file from the archive.

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

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