When creating the request to technical support, you should attach the trace file. Trace files are used by Technical Support for diagnostic purposes. They have all steps of application commands execution written to the file and helps detect the step on which the problem occurs.
This article explains how to collect trace files through registry. The detailed process of collecting traces through the application interface is described in the this Online Help article.
Run REG files in safe mode and reproduce the issue in regular mode.
To generate a trace file:
By default, trace files are saved to the hidden folder:
To create a trace file of the required level:
To change the target folder to save the trace file, follow the guide below. The C:\trace\ folder is used as an example:
The changes will be applied upon restart. Trace files will be automatically saved to the created folder.
To save the trace file to the default folder:
How to collect traces for troubleshooting Kaspersky Endpoint Security 11 for Windows
Release of antivirus database updates (required to protect your computer/server/mobile device)
Providing technical support over phone / web
Release of patches for the application (addressing detected bugs)
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