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If Kaspersky Internet Security for Mac functions incorrectly:

  1. Restart the application.
  2. If the issue persists, try rebooting your Mac.
  3. If this doesn’t help, reinstall Kaspersky Internet Security for Mac.

If the issue persists after reinstallation, collect trace files and send them to technical support.

 

How to restart the application

  1. Click the Kaspersky Internet Security 20 for Mac icon menu icon and select Quit.

Quitting Kaspersky Internet Security 20 for Mac

  1. Open Kaspersky Internet Security for Mac once again.
These actions will restart the application.
 

How to reinstall the application

  1. Uninstall Kaspersky Internet Security for Mac. See this article for instructions.
  2. Reboot the computer.
  3. Install Kaspersky Internet Security for Mac again. See this article for instructions.

Check if the application works correctly once it’s reinstalled.

 

How to get trace files

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. Open Kaspersky Internet Security for Mac once again.
  2. Tap the Kaspersky Internet Security 20 for Mac icon menu icon and select Preferences.

Opening the Preferences window in Kaspersky Internet Security 20 for Mac.

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

Enabling traces in Kaspersky Internet Security 20 for Mac

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

Trace files have been created.

 

Where to find trace files

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

Folder with traces of Kaspersky Internet Security 20 for Mac

If you cannot find the Library folder, then it is hidden. If you’re not sure how to take a screenshot, see this article.

 

How to send trace files to Kaspersky technical support

Submit a request to Kaspersky technical support by choosing the topic and filling out the form. Attach the trace files to your request.

Source : Official Kaspersky Brand
Editor by : BEST Antivirus KBS Team

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