Kaspersky Endpoint Security for Mac
10.2.1
English

Contents

[Topic kes70331]

How to get technical support

If you can't find a solution to your issue in the application documentation or in any of the sources of information about the application, contact Technical Support. Technical Support specialists will answer all your questions about installing and using the application.

Before contacting Technical Support, please read the support rules.

You can contact Technical Support in one of the following ways:

Technical support is available only to users who purchased a commercial license. Users who have received a trial license are not entitled to technical support.

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[Topic kes68247]

Technical Support via Kaspersky CompanyAccount

Kaspersky CompanyAccount is a portal for companies that use Kaspersky Lab applications. The Kaspersky CompanyAccount portal is designed to facilitate interaction between users and Kaspersky Lab specialists through online requests. You can use Kaspersky CompanyAccount to track the status of your online requests and store a history of them as well.

You can register all of your organization's employees under a single account on Kaspersky CompanyAccount. A single account lets you centrally manage electronic requests from registered employees to Kaspersky Lab and also manage the privileges of these employees via Kaspersky CompanyAccount.

The Kaspersky CompanyAccount portal is available in the following languages:

  • English
  • Spanish
  • Italian
  • German
  • Polish
  • Portuguese
  • Russian
  • French
  • Japanese

To learn more about Kaspersky CompanyAccount, visit the Technical Support website.

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[Topic kes68417]

Use a trace file

After you report a problem to Kaspersky Lab Technical Support specialists, they may ask you to generate a report with information about the operation of Kaspersky Endpoint Security and send it to Kaspersky Lab Technical Support. Technical Support specialists may also ask you to create a trace file. The trace file makes it possible to perform a step-by-step examination of the execution of application commands and determine when errors occur.

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[Topic kes73375]

Create a trace file

Tracing is an effective way of recording detailed information about application activity. Technical Support specialists use trace files to troubleshoot issues.

Create a trace file

  1. Open the main application window.
  2. On the navigation panel in the upper pane of the main application window, click the button.

    The application preferences window opens.

  3. On the Reports tab, in the Traces section, select the Enable tracing checkbox.

Important: It is recommended to enable tracing only if asked by a Kaspersky Lab Technical Support specialist.

Trace files may require a lot of disk space. When you no longer need trace files, disable tracing.

Disable tracing

  1. Open the main application window.
  2. On the navigation panel in the upper pane of the main application window, click the button.

    The application preferences window opens.

  3. On the Reports tab, in the Traces section, deselect the Enable tracing checkbox.

Kaspersky Endpoint Security saves the following information in a trace file:

  • Information about the anti-virus protection status of the Computer, as well as all detected objects and actions (including the name of the detected object, date and time of detection, the web address from which it was downloaded, the names and sizes of infected files and paths to them, the IP address of the attacking computer and the number of the Computer port targeted by the network attack, list of malware activity, and unwanted web addresses) and the decisions taken by the Software and the user on them.
  • Information about applications downloaded by the user (web address, attributes, file size, and information about the process that downloaded the file).
  • Information about the applications launched and their modules (size, attributes, creation date, PE header details, region, name, location, and packers).
  • Information about interface errors and usage of the interface of the installed Kaspersky Lab Software.
  • Information about network connections, including the IP address of the remote computer and the user's Computer, the numbers of ports through which the connection was established, and the network protocol of the connection.
  • Information about network packets received and sent by the Computer over IT and telecom networks.
  • Information about email and instant messages sent and received.
  • Information about web addresses visited, including when the connection was established using an open protocol, data on the website access login and password, and the content of cookies.
  • Server public certificate.
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[Topic kes59664]

Collect information for Technical Support

For more effective support and troubleshooting of application problems, Technical Support specialists may ask you to change application preferences temporarily for purposes of debugging during diagnostics. This may require doing the following:

  • Activating the functionality that gathers extended diagnostic information.
  • Fine-tuning the preferences of individual application components, which are not available via standard user interface elements.
  • Changing the preferences of transmission of diagnostic information that is gathered.

Technical Support representatives will provide you will all the information needed to perform the listed operations and inform you about the scope of data to be gathered for debugging purposes. After the extended diagnostic information is collected, it is saved on the user's computer. The collected data is not sent to Kaspersky Lab automatically.

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[Topic kes98365]