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How to get trace files

  1. In the main window of Kaspersky Internet Security, click The support icon in the lower-left corner.

Opening the Support window of Kaspersky Internet Security 20

  1. To learn how to open the application, see this guide.
  1. Click Support Tools.

Opening the Support Tools window of Kaspersky Internet Security 20

  1. In the Traces section, select the type of events to trace. The technical support engineer will tell you which type to select.
    • Errors
    • Important
    • Recommended
    • All

Selecting the events to trace in Kaspersky Internet Security 20

  1. Tracing will start.
    If the engineer did not specify which events to trace, leave the type as Recommended and click Enable traces.
  1. Reboot the computer.
  2. Reproduce the issue.
  3. Stop tracing.

Stopping tracing of important events in Kaspersky Internet Security 20

  1. Close the application.

Trace files have been created.

 

How to locate trace files

The application saves trace files with unique names, in the LOG format: [Shortened application name]_[Application version]_[Date of creation]_[Time of creation]_[Random characters]_[Tracing type]_[Encryption type].

For example: KAV.20.0.14.1085а_05.29_11.39_3216.SRV.log

To locate the trace files that have been generated:

  1. Enable the Show hidden files and folders function. See this article for instructions.
  2. Press Win+E on your keyboard.
  3. In the address bar of Windows File Explorer, enter: %ALLUSERSPROFILE%\Kaspersky Lab\
  4. Press Enter on the keyboard.

The Kaspersky Lab folder containing the trace files will open.

Kaspersky Internet Security 20 trace files

 

How to send a report about an issue to technical support

  1. In the main window of Kaspersky Internet Security, click The support icon in the lower-left corner.

Opening the Support window of Kaspersky Internet Security 20

  1. To learn how to open the application, see this guide.
  1. Click Support Tools.

Opening the Support Tools window of Kaspersky Internet Security 20

  1. Click Send report to Technical Support.

Sending a report to technical support.

  1. Select the Operating system information and Data received for analysis checkboxes.
  2. Enter the identification number that was assigned to your request in My Kaspersky and click Send report.

Sending a report to technical support.

  1. Wait until the report has uploaded to the server.

The report with trace files will be sent.

If you cannot send the report right now (for instance, you have no Internet connection), save it to your computer by clicking Save report on your computer. At a more convenient time, submit a request to Kaspersky technical support by choosing the topic and filling out the form. Please attach the report to your request.

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

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