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If your question relates to one of the following topics, contact the Kaspersky retail partner from whom you purchased the product:

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Our users often find answers in the following articles:

Application documentation
Download the latest version
Error 0x8000ffff when installing drivers
Solving installation and removal issues
Compatibility with CryptoPro CSP
Error 1714 when installing
“Fatal error during installation” occurs upon disabling Windows Defender
Pop-up messages about blocked access to devices for users and Local System
Main steps for troubleshooting
Access to websites is blocked, third party applications malfunction when using TLS and SSL
Last update rollback
How to save antivirus databases during system reinstallation or while moving the application to another computer
How to update databases

Application documentation
Download the latest version
Cannot initialize the snap-in error in the MMC console
Error "Cannot update the task settings"
Error when activating the feature Support of the cloud environment using the license for Kaspersky Hybrid Cloud Security
Known issues that occur during migration to version 11
Error 5118 installing the database on a compressed drive
Installation on a cluster
Error “System error 0x203A (The server is not operational)” when deleting a remote installation task
Errors when updating applications
Perform Windows Update Synchronization task ends with error 1195/0x194
Available updates are not displayed after installing Windows 10 Creators Update (Redstone 2)
Error installing updates on Windows Server Core
Windows system error (BSOD) after installing or updating Network Agent to version 10.3.407
Error installing Network Agent from a standalone package in the VDI mode
Error 0x800708B0 (The account already exists) when installing Network Agent
The Network Agent process Vapm.exe consumes a lot of resources on devices

Application documentation
Download the latest version
Installation and removal issues
Internal error B4X706X when copying databases from the temp folder to the update folder
Digital signature identification conflict when installing updates
Loss of management when SYSTEM access permissions are configured incorrectly
Internal error when starting real-time protection and on-demand scan tasks
Error running the RPC: Network Storage Protection task

Application documentation
Absence of workspace when a second administrator is added
Performing typical tasks
Licensing
Managing devices

Application documentation
Licensing

Application documentation
Download the latest version
How to protect your computer from spam
Error installing the application on servers with Turkish and Azerbaijani regional settings
Issues after failed update and rollback
Incorrect display of message subjects in mail clients
Server with the application generates excessive DNS traffic
Error adding snap-ins to 32-bit Windows Server 2008 R2 console
Unable to send notifications from a DMZ-located server with the Edge Transport role
Cannot access backup storage through profiles
Access Denied error when connecting via a proxy server

How to disable emails
How to delete an account
You don’t receive emails
List of servers
User performance reports
How to report a typo or a problem in learning materials

To make processing of your request faster and minimize additional information requests, when creating a request:

Describe the actions that caused the issue.
Attach screenshots or a video to illustrate the issue.
Send your request to Kaspersky technical support through CompanyAccount.

In case an application fails to detect spam emails, follow the instructions provided in this article.
In case an application falsely identifies emails as spam, follow the instructions provided in this article.

Contact technical support

If you have a Kaspersky ASAP license, send a request to Kaspersky technical support through CompanyAccount.
If you are using a trial license, visit this page.

Users of Kaspersky Scan Engine find these articles helpful:

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Users of Kaspersky Scan Engine find these articles helpful:
Information to provide for contacting Kaspersky technical support regarding Kaspersky Scan Engine

To make processing of your request faster and minimize additional information requests, when creating a request:
1. Describe the actions that caused the issue.
2. Attach screenshots or a video to illustrate the issue.
3. Provide the following additional information:
  1. (for Windows) Kaspersky Get System Info report with the Include Windows event logs option enabled, collected on the host on which the issue occurs. For instructions, see this article.
  2. Trace files of the issue. For instructions, see this article.
  3. Product configuration files: klScanEngineUI.xml and kavicapd.xml or kavhttpd.xml.
4. Send a request to Kaspersky technical support through CompanyAccount.
us/15649?utm_source=before_request">Errors 2147746397 and 0x8004025d when updating databases
“SCRAM authentication requires libpq version 10 or above” error during installation
Error 408 “Request Timeout”

Information to provide for contacting Kaspersky technical support regarding Kaspersky Scan Engine

To make processing of your request faster and minimize additional information requests, when creating a request:

Describe the actions that caused the issue.
Attach screenshots or a video to illustrate the issue.
Provide the following additional information:
1. (for Windows) Kaspersky Get System Info report with the Include Windows event logs option enabled, collected on the host on which the issue occurs. For instructions, see this article.
2. Trace files of the issue. For instructions, see this article.
3. Product configuration files: klScanEngineUI.xml and kavicapd.xml or kavhttpd.xml.
Send a request to Kaspersky technical support through CompanyAccount.

Information to provide for contacting Kaspersky technical support in case of infection by file-encrypting malware

Technical support engineers can provide information about decryption options and check the settings of your Kaspersky software.

Collect the following information:
1. Several samples of encrypted files.
2. Malware sample in a password-protected archive.
3. Encryption date and time.
4. Kaspersky Get System Info report generated on the host on which the issue occurs with the Include Windows event logs option enabled. For instructions, see this article.
5. Export of the configuration file CFG from the affected host or export of the KLP policy, which is active on the affected host.
6. If Kaspersky Endpoint Security is installed on the host, attach the archive with the SysWHist folder located in C:\ProgramData\Kaspersky Lab\KES\SysWHist
Send a request to Kaspersky technical support through CompanyAccount.

Information to provide for contacting Kaspersky technical support in case of malware detection

Collect the following information:
1. File sample in a password-protected archive.
2. Password for the archive.
3. Issue description.
4. If the issue is related to detection: the name of the antivirus verdict or a screenshot with the name of the verdict and the name of the file.
Send a request to Kaspersky technical support through CompanyAccount.

Information to provide for contacting Kaspersky technical support regarding Kaspersky Security Center

To make processing of your request faster and minimize additional information requests, when creating a request:

Describe the actions that caused the issue.
Attach screenshots or a video to illustrate the issue.
Provide the following additional information:
1. Kaspersky Get System Info report generated on the host on which the issue occurs with the Include Windows event logs option enabled. For instructions, see this article.
2. Kaspersky Endpoint Security event log in the EVT or EVTX format. For instructions, see this article.
3. Export of the configuration file CFG from the affected host or export of the KLP policy, which is active on the affected host.
1. Kaspersky Get System Info report generated on the host on which the issue occurs with the Include Windows event logs option enabled. For instructions, see this article.
2. Kaspersky Security event log in the EVT or EVTX format.
3. KLP policy export. For instructions, see this article.
4. Contents of the folder C:\ProgramData\Kaspersky Lab\Kaspersky Security for Windows Server\***\Reports. To view the contents, enable display of hidden folders.
1. Kaspersky Get System Info report generated on the Administration Server with the Include Windows event logs option enabled. For instructions, see this article.
1. Email address which is associated with the workspace.
2. Workspace ID from the list of workspaces.
  Please provide the workspace ID and email address in the text format.
1. Email address which is associated with the workspace.
2. Workspace ID from the list of workspaces.
  Please provide the workspace ID and email address in the text format.
1. KseInfoCollector tool log. For details, see this article.
Send a request to Kaspersky technical support through CompanyAccount.

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