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 […]
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 […]