If you did not find a solution to your issue on the FAQ page, in the Knowledge Base, Online Help or Community, contact Kaspersky technical support in one of the following ways: Send a request with a detailed description of the issue If you use a solution for home or mobile, send a request through My Kaspersky. See the Online Help page for […]
In case of issues with a Kaspersky Lab app, technical support engineer may ask you to send a bug report to find the causes of the problem. To create a bug report: The steps may differ depending on Android version and device model. Open the device settings. Tap About. Tap Build number 7 times to unlock Developer options. […]
To provide you with the easiest way to send logs to Kaspersky Technical Support, we have created a Windows script called Log Collector, which automates the collection process. 1. Run Log Collector Click on the Download button, and then click Open. A window will open with a single file in it named KL_Log_Collector4. Double-click the file to start the script. If prompted, allow the script […]
If Kaspersky Anti-Virus malfunctions, Kaspersky Lab specialists may request additional data to solve the issue, such as trace or dump files. If Microsoft Outlook is installed on the computer, the engineer may ask you to collect its log. How to enable logging in MS Outlook MS Outlook 2010 Go to File > Options. Click Advanced in the left frame. In the right […]
To start working with Process Monitor, download and unpack an archive with the application. Make sure that the current user account has administrator privileges. Collecting a system events log Close all unused applications. Run Procmon.exe. Logging will start automatically. Minimize Process Monitor and reproduce the issue. Maximize Process Monitor and uncheck the option File -> Capture Events. Event logging will stop. Select the menu item File -> Save. […]
If a Kaspersky application failed to detect a spam email or an email was falsely identified as spam, you can contact the Anti-Spam Lab. We will analyze all provided examples and use them to improve spam recognition technologies in our applications. What to do if a Kaspersky application failed to detect a spam email […]
This article concerns: Kaspersky Security Cloud 21 beta 3 Kaspersky Internet Security 21 beta 3 Kaspersky Anti-Virus 21 beta 3 Kaspersky Total Security 21 beta 3 Kaspersky Small Office Security 8 beta 3 Kaspersky Free 21 beta 3 The beta versions of Kaspersky applications will have Microsoft Application Verifier (AppVf) and Microsoft Driver Verifier (DrvVf) […]
Android Debug Bridge (adb) is a tool for debugging Android devices. The adb utility allows you to: View logs Copy file from and to the device Install and remove apps Wipe and rewrite the data section in the devices’ memory Run management scripts Manage some network parameters The Kaspersky support engineer may ask you to […]
This article concerns: Kaspersky Security Cloud Kaspersky Internet Security Kaspersky Anti-Virus Kaspersky Total Security Kaspersky Small Office Security To troubleshoot issues that occur upon malware detection, Kaspersky Technical Support and Virus Lab may require the logs of the System Watcher component. To get the logs: Enable the Show hidden folders function. See this article for instructions. Open the folder: %PROGRAMDATA%/Kaspersky […]
To process requests, Kaspersky Lab technical support might need a report generated by the DumpAndroidApps utility. The report collects the following information from the mobile device: All APK files from the /data/app and /system/app folders on the mobile device are copied to the android_apps_0 folder on the computer. All paths to the APK files on […]