What to do if Kaspersky Internet Security 19 for Mac functions incorrectly

1. Click on the application icon in the macOS menu bar and select Quit.

2. Open Kaspersky Internet Security 19 for Mac.

1. Uninstall Kaspersky Internet Security 19 for Mac. See the removal guide in this article.
2. Restart your Mac.
3. Install Kaspersky Internet Security 19 for Mac again. To learn how to install the application, see this article.

The application has been reinstalled.

Do not perform the actions described below unless they are required and guided by a Technical Support engineer.

Tracing is collecting the information about the working process of the application components. Support engineers use trace files for identifying the problem in the application.

To get traces of the application performance:

1. Click on the application icon in the macOS menu bar and select Preferences.

2. Go to the Information tab and select the check box Enable tracing.

3. Restart Kaspersky Internet Security 19 for Mac.
4. Reproduce the issue.
5. Return to the Preferences window and clear the Enable tracing checkbox.
6. Restart Kaspersky Internet Security 19 for Mac.

Trace files have been created.

Trace files are saved to Macintosh HD/Library/Logs/Kaspersky Lab.

If you cannot find the Libraries folder, then it is hidden. To display the folder:

1. In Finder, select Applications → Utilities → Terminal.
2. Enter the command:

chflags nohidden ~/Library

3. Press Enter on the keyboard.

Send a request to Kaspersky Lab Technical Support via the My Kaspersky portal, and include a description of the error. Attach the trace files to your request.

For information on how to use My Kaspersky, see the Online Help page.