When you contact technical support, you may be asked about the version of your operating system. To find the version of Windows installed on your PC: Press Win + R on the keyboard. Type winver and click OK. In the window that opens, you will find the information about the version of your operating system. […]
Every program creates temporary files on the computer in the TEMP folder while it is running. These files are deleted once the program ends. However, sometimes these files are not deleted and take up space on the hard drive. This could be as result of an error in the program. To independently clear the TEMP […]
The System Restore option in Windows allows users to restore the system to its previous working state should it crash or malfunction. However, in some cases you may be required to disable the System Restore option (for example, to delete infected files detected by a Kaspersky product in the _Restore folder). How to turn […]
A tweaker is a special utility designed to adjust and optimize the protection settings of an operating system or a specific application, e.g. system boot tuning programs, registry optimizers, etc. The settings are adjusted by changing the values of registry keys or configuration files. A tweaker can help do the following: Improve operating system performance […]
We recommend that you use strong passwords to protect your personal data and prevent your accounts from being hacked. Always password-protect your accounts. Strong password requirements The password should consist of at least eight characters. If you are using Windows, make sure that a minimum password length of 8 characters is set in the operating […]
To process requests, Kaspersky Lab technical support might need a report generated by the Info.sh application. The following information will be collected in the report: The names of applications and browser extensions on the device. Startup settings for installed applications. MD5 hashes. To create a report: Download the info.tar archive and extract the files from it. Open […]
When processing your request, Kaspersky technical support may require reports generated by the KLlogsGather script. The script collects trace files, crash dump files and a System information report. To generate a report using KLlogsGather: Download the KLlogsGather.tar archive and extract the files from it. Open Finder. Go to Applications → Utilities. Double-click on Terminal. Drag and drop the KLlogsGather file into […]
To collect network traffic logs: Download and install Wireshark Open the application and click . Select the network interface to collect logs. Click Start. Reproduce the problem on your Mac. Switch back to the Wireshark window and click . Click . Select the Compress with gzip check box and then click Save. The network traffic logs will be saved to an archive. Send […]
System Integrity Protection is a feature that protects the integrity of the operating system. It prevents malware from editing of system files and settings. How to enable System Integrity Protection Restart macOS in the recovery mode: press and hold ⌘+R on the keyboard during the system startup. In the upper-left corner of the screen, […]
To determine the cause led to the application crash, Kaspersky Technical Support experts may ask you to send a crash report in CRASH format. The crash report may be located in the following folders: /Libraries/Logs/DiagnosticReports /Users/Username/Library/Logs/DiagnosticReports /Libraries/Logs/CrashReporter /Users/Username/Library/Logs/CrashReporter In Mac OS X 10.7 (Lion) and later the Library folder is hidden. To learn how to […]