Contents
How to get customer service
If you cannot find a solution to your issue in the documentation or in any of the sources of information about the application, we recommend that you contact Customer Service. Visit the Customer Service website to contact our experts, who can answer all your questions about installing and using the application.
Note: Before contacting Customer Service, please read the support rules.
How to enhance the security of your Mac with the Kaspersky application
How to enable System Integrity Protection
System Integrity Protection is a feature that protects the integrity of the operating system of your Mac. It prevents malware from editing system files and settings.
Enable System Integrity Protection
How to disable Kernel Extension Development Mode
Kernel Extension Development Mode disables digital signature verification for drivers. This can lead to issues with the functioning of your Mac, data loss, theft of confidential information and other problems.
Get a system report
- In the Apple menu, choose About This Mac.
- In the window that opens, click System Report.
- Press Command+S.
- Enter a name for the report, select the folder where you want to save your report, and click Save.
Save the system.log file
- Open Finder.
- Choose Applications > Utilities > Console.
- In the Console window, click the system.log item on the left, then click File > Reveal in Finder in the menu bar.
The Finder window containing the system.log file opens.
- Select the system.log file and drag it to Desktop or any folder of your choice.
Create a trace file
After you report a problem to Kaspersky Customer Service specialists, they may ask you to generate a report with information about the operation of Kaspersky application and send it to Kaspersky Customer Service. Kaspersky Customer Service 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.
Tracing is an effective way of recording detailed information about application activity. Customer Service specialists use trace files to troubleshoot issues.
Important: We recommend that you enable tracing only if asked to do so by a Kaspersky Customer Service specialist.
Trace files may require a lot of disk space. When you no longer need trace files, disable tracing.
Trace files are stored locally on your computer in the following folders:~/Library/Logs/Kaspersky Lab/ and /Library/Logs/Kaspersky Lab/.
The Kaspersky application 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-malware 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 the Kaspersky application.
By default, the creation of trace files is disabled. You can enable generation of trace files in the application settings.
Trace files can only be manually sent to Kaspersky. The application 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.
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