Contact Technical Support

How to get technical support

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

Note: Kaspersky provides support of Kaspersky Endpoint Security during its lifecycle (see the product support lifecycle page). Before contacting Technical Support, please read the support rules.

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

• By visiting the Technical Support website
• By sending a request to Technical Support from the Kaspersky CompanyAccount portal

Technical Support via Kaspersky CompanyAccount

Kaspersky CompanyAccount is a portal for companies that use Kaspersky applications. The Kaspersky CompanyAccount portal is designed to facilitate interaction between users and Kaspersky 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 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.

Acquire 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 extracts 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 extracted.

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

Use a trace file

After you report a problem to Kaspersky 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 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.

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

Important: We recommend that you enable tracing only if asked to do so by a Kaspersky Technical Support specialist.

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

Disable tracing

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

• Information about the device and operating system (unique device ID, device type, MAC addresses of network devices, operating system type, operating system version).
• Information about the operation of the application and its modules.
• Information about the subscription (subscription type, region).
• Information about the language locale, application ID, application customization, application version, unique application installation ID, unique computer ID.
• Information about the anti-virus protection status of the computer, as well as all processed and detected objects (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 relevant actions and decisions taken by the application and the user.
• Information about applications downloaded by the user (web address, attributes, file size, and information about the process that downloaded the file).
• Information about the launched applications and application 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 application.
• Information about network connections: the IP address of the remote computer and the user's computer, the numbers of ports used to establish the connection, 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: the time when the connection was established using an open protocol, data on the website login and password, and the content of cookies.
• Public certificate of the server.

Trace files contain only the information necessary to fix defects in the application. Kaspersky uses trace files to investigate incidents associated with errors in the operation of Kaspersky Endpoint Security.

By default, the creation of trace files is disabled. You can enable generation of trace files in the application preferences.

Trace files can only be manually sent to Kaspersky. Kaspersky Endpoint Security does not send trace files to Kaspersky automatically.

You can choose how trace files are sent to Kaspersky.

Before sending trace files to Kaspersky, please review the data they contain.

Important: Trace files may contain personal or sensitive information. By sending trace files to Kaspersky, you agree to provide to Kaspersky all data contained in the trace files you send and you consent to the method used to send them.