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How to get trace files

  1. Click the Support icon in the lower-left corner of the Kaspersky Small Office Security main window. If you have any difficulties opening the application, see this guide.
  2. Click Support Tools.
  3. 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

    Tracing will start.
    If the engineer did not specify which events to trace, leave the type as Recommended and click Enable traces.

  4. Reboot the computer.
  5. Reproduce the issue.
  6. Stop tracing.
  7. 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: KSOS.20.0.14.1085а_05.29_11.39_3216.SRV.log

To locate trace files:

  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.
 

How to send a report about an issue to technical support

  1. Click the settings icon in the lower-left corner of the Kaspersky Small Office Security main window. If you have any difficulties opening the application, see this guide.
  2. Click Support Tools.
  3. Click Send report to Technical Support.
  4. Select the Operating system information and Data received for analysis checkboxes.
  5. Enter the number that was assigned to your request in the Kaspersky Small Office Security Management Console and click Send report.
  6. 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. You can send a request to Kaspersky technical support via the Kaspersky Small Office Security Management Console portal at a more convenient time. Please attach the report to your request.
For instructions on using the Kaspersky Small Office Security Management Console, see the Online Help.
Source : Official Kaspersky Brand
Editor by : BEST Antivirus KBS Team

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