Answers to frequently asked questions

For functioning with Kaspersky Security Center, your device should meet the minimum system and hardware requirements.

For more information about the system and hardware requirements, see this article.

You can download the latest distribution package of Kaspersky Security Center on this page.

For various operations in Kaspersky Endpoint Security Cloud, Kaspersky Security Center and Kaspersky Security Center Cloud Console, you are required to open certain Firewall or Proxy server ports.

Below you will find the links to the network ports used by applications:

• Kaspersky Endpoint Security Cloud
• Kaspersky Security Center
• Kaspersky Security Center Cloud Console

Kaspersky Security Center can be installed both locally on one device or remotely on multiple devices via the remote installation task.

For more information about installing Kaspersky Security Center, see this article.

To install Kaspersky Security Center Administration Server on a cluster:

1. Run the ksc_<version_number>.<build_number>_full_<localization_language>.exe. executable file.
2. In the window that opens, run Administration Server Setup Wizard by clicking the link Install Kaspersky Security Center Administration Server.
3. Follow the instructions from this article.

Remote installation of the application on a client device may fail with an error due to the following reasons:

• The installation task has already been successfully completed on this device. In this case, re-installation is not required.
• During the task start, the device was turned off. In this case, it is required to turn on the device and run the task again.
• Network Agent fails to connect to Administration Server installed on a client device. To determine the causes of the issue, you can use the Remote troubleshooting of client devices tool (klactgui).
• If Network Agent is not installed on the client device, while installing the application the following issues may occur:
  • The Disable Simple File Sharing mode is on
  • The Server service is not working
  • The necessary ports are closed
  • The account does not have enough rights to perform the task.

To solve the problems occurred while installing the application on a client device that does not have Network Agent installed, you can use a utility for preparing a device for remote installation (riprep) which is located in the Kaspersky Security Center setup folder on the device with Administration Server installed.

The remote installation preparation utility does not run under the Microsoft Windows XP Home Edition operating system.

There are two modes of preparing a device for remote installation:

• Interactive
• Non-interactive

You can download the MMC application management plug-ins for Kaspersky Security Center and Web Console in this article.

To move Administration Server to another device:

1. Create a backup copy of Administration Server data.
2. Install Administration Server on the selected device.

   To simplify the process of supporting a structure of administration groups, we recommend to make sure that the address of the new Administration Server matches the address of the old Administration Server. The address (the device name in the Windows network or IP address) is specified in the Network Agent settings in the Connecting to an Administration Server group.

3. On the new Administration Server recover Administration Server data from the backup copy.
4. If the address (the device name in the Windows network or the IP address) of the new Administration Server does not match the address of the previous one, connect client devices to the new Administration Server by creating an Administration Server shift task for the Managed devices group on the previous Administration Server.

   If the addresses match, creating the shift task is not required. The connection will be performed using the address specified in the settings.

5. Delete the previous Administration Server.

You can also use a new device for the DBMS. To provide proper information transmission, make sure the new DBMS has the same mapping schemas as the previous one.

To remove an application management plug-in:

1. Close the Administration Console from which the plug-in should be removed.
2. Open the system registry. To do so, type regedit.exe in the Windows search bar and press Enter on the keyboard.
3. Open the registry branch:
   • For 32-bit systems: HKEY_LOCAL_MACHINE\SOFTWARE\KasperskyLab\Components\28\Plugins
   • For 64-bit systems: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\KasperskyLab\Components\28\Plugins

   All management plug-ins installed in the Administration Console are listed in the branch. The name of the managed application is specified in the DisplayName parameter.

4. Select the section which corresponds to the plug-in you would like to remove.
5. Open the UninstallString parameter and copy its value.

   

6. Open the command line and paste the value that you have copied.
7. Press Enter.

The plug-in will be removed.

For information on how to update Kaspersky Security Center and managed applications, see the article.

You can find the list of Kaspersky servers used for downloading antivirus database updates in this article.

For information about the network parameters used in Kaspersky Security Center for interacting with external services, see this article.

When using Kaspersky Security Center as a WSUS server, the following folders will gradually increase in size:

• C:\ProgramData\KasperskyLab\adminkit\1093\.working\FTServer
• C:\ProgramData\KasperskyLab\adminkit\1093\.working\wusfiles

If you want to clear the folders and free up disk space:

1. Open Kaspersky Security Center.
2. Go to Advanced → Application management → Software updates.
3. Clear all filters for the update list. The Not installed on devices filter is set to > 0 by default.

4. Press Ctrl+A on the keyboard to select all updates.
5. In the update shortcut menu click Delete update files.

The update files will be queued for deletion. Depending on the Administration Server workload, the operation may take several hours.

The update information will remain available via the Administration Console. Use filters to exclude certain updates from the list.

Clearing the FTServer and wusfiles folders will only have a temporary effect. The size of the folders will grow as new updates get downloaded.

Kaspersky Update Utility 4.0 is a utility intended for downloading updates for supported Kaspersky applications.

With Kaspersky Update Utility 4.0 you can:

• Load module and database updates for supported Kaspersky applications.
• Update the list of supported Kaspersky applications.
• Configure the settings for downloading updates using a configuration file and graphical user interface.
• Run updates manually or set a schedule.

You can find information on how to use Kaspersky Update Utility 4.0 for Windows in this article.

Before deploying and running the utility use the recommendations from this article.
Make sure your device is connected to the Internet. It is required for downloading updates and checking licenses of the applications to update.

To learn which application antivirus databases can be updated using Kaspersky Update Utility 4.0, use this article.

When using Kaspersky Security Center, you may encounter the error “Cannot update the task settings. This operation requires a license for System administration.”

See the solution of this issue in the article.

When creating a request to Kaspersky technical support, you may be asked to collect and attach trace files. Trace files contain records of all application’s actions, which allows to find the step at which an error occurs.

You can collect trace files in one of the following ways:

• Using the klactgui.exe tool. For instructions, see this article.
• Using REG files. For instructions, see this article.

For convenience, we recommend using the klactgui.exe tool.

After removing Kaspersky Endpoint Security for Windows from a client computer, the key file may still appear in the Administration Server’s Key usage report.

To remove the unused license from Kaspersky Security Center:

1. Open Kaspersky Security Center.
2. Go to Managed devices.
3. Remove the client computer from the administration group.
4. Go to Unassigned devices.
5. Remove the client computer from the database.
6. Refresh the Administration Console by pressing F5 on the keyboard.
7. Go to Administration Server and open the Reports tab.
8. Right-click:
   • Report on usage of license keys in Kaspersky Security Center version 13 and above.
   • Key usage report in Kaspersky Security Center of earlier versions.
9. Click Refresh in the shortcut menu.

If Kaspersky Endpoint Security for Windows is installed on the computer once again and the entries were not deleted, repeat the steps 1–9 for both the computer’s old and new entries.

If you experience any issues, submit a request to Kaspersky technical support via Kaspersky CompanyAccount. Please include a detailed description of the issue. Before contacting the support, see the guide on creating a request in the Knowledge Base.

For information about licensing for additional features of Kaspersky Security Center, see this article.

Kaspersky Endpoint Security Cloud comes in three editions:

• Kaspersky Endpoint Security Cloud
• Kaspersky Endpoint Security Cloud Plus
• Kaspersky Endpoint Security Cloud Pro

In this article, you will find comparison of the features available in those editions.

You can find information about support period of your product in the Product Support Lifecycle table.

You can find information about Kaspersky Premium Support on this page.

You can find the Support Rules for Kaspersky Software on this page.

For functioning with Kaspersky Endpoint Security for Windows, your device should meet the minimum system and hardware requirements.

For more information about the system and hardware requirements, see the article.

You can download the latest distribution package of Kaspersky Endpoint Security for Windows on this page.

Kaspersky Endpoint Security for Windows can be installed from the command line in one of the following modes:

• In interactive mode by using the Application Setup Wizard.
• In silent mode. After installation is started in silent mode, your involvement in the installation process is not required.

For more information about installing Kaspersky Endpoint Security for Windows, see this article.

You can find information on how to install Kaspersky Endpoint Security for Windows bypassing a search for incompatible software in the article.

You can find information on how to download private patches for Kaspersky Endpoint Security for Windows in the article.

To get installation logs of Kaspersky Endpoint Security 11 for Windows:

1. Run the installation files: setup_kes.exe and kes_win.msi.
2. Navigate to the %temp% folder:
   • %USERPROFILE%\AppData\Local\Temp for local installation or removal.
   • %WINDIR%\Temp for remote installation or removal.
3. Save the installation logs:
   • kl-install-yyyy-mm-dd-hh-mm-ss.log
   • kl-setup-yyyy-mm-dd-hh-mm-ss.log
   • ucaevents.log
   • MSIxxxxx.log

When installing, updating or removing Kaspersky Endpoint Security for Windows some errors may occur. To find a solution, navigate to Troubleshooting → Installation:

• Kaspersky Endpoint Security 12 for Windows
• Kaspersky Endpoint Security 11 for Windows

Also, errors with four-digit codes can be Windows installer error messages. For details, see the Microsoft website.

Issue

Fatal error during installation may occur when you are installing the application.

In the installation logs, you will get the following lines:

DisableWindowsDefender: Failed to access local group policy. Error 0x80004005.

DisableWindowsDefender: DisableWindowsDefender: finished. Return value 1603.

Cause

The installer calls the OpenLocalMachineGPO(GPO_OPEN_LOAD_REGISTRY) function and assigns its local group policy which allows disabling Windows Defender and configuring the settings required for installation. If disabling Windows Defender on a target host is blocked by by the domain policy, the error occurs.

Solution

1. Apply the GPO (Group Policy Object) policy with default settings — Default Domain Policy, where all Windows Defender parameters have the Not configured value, on the target host.
2. Force apply the group policies on target hosts.
3. Restart your computer.
4. Try to install the application once again.

What to do if the issue persists

1. Temporarily move the host out of the Active Directory domain.
2. Reset local group policies.
3. Try to install the application once again.
4. After successful installation, return the host to the Active Directory domain.

If the issue persists, submit a request to Kaspersky technical support via Kaspersky CompanyAccount. Please include a detailed description of the issue. Before contacting the support, see the guide on creating a request in the Knowledge Base.

When installing Kaspersky Scan Engine for Windows, you can encounter the "SCRAM authentication requires libpq version 10 or above” error. You can find more information about the error in the article.

Third-party applications that use TLS and SSL may work incorrectly if Kaspersky Endpoint Security for Windows scans encrypted connections.

To solve the issue, add an application to Trusted or disable scanning of HTTPS traffic. See this article for instructions.

When creating a request to technical support, you should attach a trace file. The trace files are used by technical support for diagnostic purposes. They contain all steps of application commands execution written to the file and helps detect the step on which a problem occurs.

For more information on how to get traces of Kaspersky Endpoint Security for Windows, see the article.

When creating a request to technical support, you should attach a trace file. Trace files are used by Technical Support for diagnostic purposes. They contain all steps of application commands execution written to the file and helps detect the step on which a problem occurs.

You can find information on how to get trace files of Kaspersky Endpoint Security for Windows using registry keys in the article.

After the installation of a Kaspersky application, the operating system or the application may work incorrectly due to incompatibility of software or drivers installed on your computer with the Kaspersky application.

To find out the cause of the problem, Kaspersky Technical Support may need a Kaspersky Get System Info report.

If the support engineer didn't specify the type of the report, please create a standard one for home or business solutions. For instructions, see this article.

Basic troubleshooting steps with Kaspersky Endpoint Security for Windows are decribed in the article.

After installing a Kaspersky application, your operating system might fall into blue screen of death (BSoD). It may be caused by the conflict between a Kaspersky application and other applications or drivers installed on your computer.

If such an issue occurs:

1. Enable physical memory restrictions.
2. Generate a full memory dump.
3. Send the full memory dump file to Kaspersky technical support.

For more information on how to get a full memory dump when Windows 7, 8, 8.1, 10, or 11 crashes with a blue screen, see the article.

To troubleshoot the issue, a Kaspersky technical support engineer may ask you to attach a report created using the collect.sh script. The report will collect all basic diagnostic information from a computer running a Unix-based operating system.

Before sending the report to Kaspersky technical support, remove all information that you consider confidential from it.

To create the report:

1. Download the archive with the script: collect.tar.gz.
2. Copy the archive to the computer on which the product that doesn’t work correctly is installed.
3. Extract the files from the archive:

# tar -xzf collect.tar.gz

4. Set the rights for running the script:

# chmod +x collect.sh

5. Run the script with the administrator rights:

# ./collect.sh

The report will be created in folder /tmp/$HOST_NAME-collect.tar.gz.

To troubleshoot issues with your network connection, Kaspersky Technical Support may require the network traffic logs. You can collect them using a Wireshark application. For instructions, see this article.

The Process Monitor application is a tracking tool for Windows which displays and monitors real-time a file system and Registry activity, detects malfunctions and malware.

For troubleshooting issues with your system, Kaspersky Technical Support may require the Process Monitor logs. For instructions, see this article.

For information on how to activate Kaspersky Endpoint Security for Windows, see the article.

You can find a comparison table of the features available in Kaspersky Endpoint Security 11 for Linux in different protection solutions in the article.

For information on how to enable or disable automatic updates of Kaspersky Endpoint Security for Windows, see the article.

We recommend configuring protection for the device in advance to prevent infection and mitigate possible damage in the future.

For recommendations on how to protect devices against encrypting-ransomware, see this article.

1. If a Kaspersky application failed to detect a spam email, send it to the Anti-Spam Lab spam@kaspersky.com.
2. If your application still fails to detect this kind of spam mail several days after sending a sample to spam@kaspersky.com, send a request to technical support through Kaspersky CompanyAccount and describe your issue in detail.
   Attach to the request your spam emails in the archive, EML format (preferably), or MSG. Please specify in the request that you have already sent the spam samples to spam@kaspersky.com.
3. If an email was falsely identified as spam, send a request to technical support through Kaspersky CompanyAccount and describe your issue in detail.
   Attach to your request the emails falsely identified as spam in the archive, EML format (preferably), or MSG.

See more about Anti-Spam Lab requests in this article.

For information on how to configure protection against file-encrypting malware in Kaspersky Endpoint Security for Windows, see the article.

Kaspersky constantly improves the methods and technologies of malware detection. Threat Protection efficiency of Kaspersky solutions is confirmed by independent research. Our solutions provide minimum of false detections. However, the probability of false positives cannot be completely eliminated.

To reduce risks of false positives and possible negative impact on business processes, including closed segments and a critical infrastructure, follow the recommendations from this article.

You can find information about support period of your product in the Product Support Lifecycle table.

You can find the Support Rules for Kaspersky Software on this page.

You can find information about Kaspersky Premium Support on this page.

For functioning with Kaspersky Security for Windows Server, your device should meet the minimum system and hardware requirements.

For more information about the system and hardware requirements, see this article.

You can download the latest distribution package of Kaspersky Security for Windows Server on this page.

Kavremover is a free tool for removing Kaspersky applications that cannot be removed completely using standard Windows tools.

Do not use the kavremover tool unless recommended to do so by Kaspersky technical support engineers.

To download tool and learn how to remove Kaspersky applications, see this article.

Issue

Real-Time Protection and On-Demand Scan tasks may fail to start with the following event written in the task log:

InternalError, Error Code is 0x00D1 ; sub-system error code is 0X4

Solution

Enable the option of creating a crash dump file and reproduce the error. Create a request to Kaspersky Technical Support. Attach the collected dump files to your request.

Issue

When Kaspersky Security for Windows Server performs on-demand scan tasks, the time when each scanned file was last accessed is updated. After the scan, Kaspersky Security for Windows Server resets the time when the file was last accessed to the initial value.

This behavior can affect the work of backup systems by causing creation of backup copies for files that haven’t been changed. This can also cause false detections in file change tracking applications, e g. CommVault File Activity Anomaly Alert.

Solution

Disable resetting of the last accessed time after the file was scanned:

1. Open Kaspersky Security Center.
2. Go to Policies and open the properties of the Kaspersky Security for Windows Server policy.
3. Click Application Settings in the left menu.
4. In the Scalability, interface and scan settings section, click Settings.

5. Open the Scan settings tab and clear the checkbox Restore file attributes after scanning.
6. Click OK.

Issue

After installing Kaspersky Security for Windows Server on Windows Server 2016, you may encounter an error when installing updates in the Windows Update service. The error code is 0x80070006.

Cause

This issue arises because of the Kaspersky Security for Windows Server installer. It changes the Background Intelligent Transfer Service (BITS) and the Windows Update Service (WUAUSERV): from %systemroot%\system32\svchost.exe -k netsvcs to %systemroot%\system32\svchost.exe -k wuausvcs.
This happens regardless of whether or not the Applications Launch Control component is installed.

Solution

1. Open the command line.
2. Run the following command:
   
   Copied

   sc config bits binPath="C:\Windows\System32\svchost.exe -k netsvcs"
   

3. Then run the command:
   Copied

   sc config wuauserv binPath="C:\Windows\system32\svchost.exe -k netsvcs"
   

4. Restart the server.

If the issue persists, submit a request to Kaspersky technical support via Kaspersky CompanyAccount. Please include a detailed description of the issue. Before contacting the support, see the guide on creating a request in the Knowledge Base.

When you run the RPC Network Storage Protection task in Kaspersky Security for Windows Server, you may get the following critical errors:

Error creating handler for requests from network-attached storage systems. Reason: Not enough resources are available to complete this operation.

Internal error. Error code: 0x0007 (not enough system resources are available to complete this operation). Subsystem code: 0x6 (WP). To find more details go to technical support site: http://support.kaspersky.com/error_prod?key=B6X7X13X5X.

Cause

The errors occur when there are problems connecting to the network storage through the RPC protocol.

Solution

To fix the problems, run the task under the account with the local administrator permissions, which is included to the Build-in Administrators group on the computer with Kaspersky Security for Windows Server installed. 

For information on how to select a user account for running the RPC Network Storage Protection task in Kaspersky Security 11.х for Windows Server, see this article.

Issue

If the HTTPS scan option is enabled on the proxy server, requests generated by Kaspersky Security 9.x for Microsoft Exchange Servers will be blocked.

In this case, the application logs the following message: Error AntispamEngine: tpprov [ConnectionTmpl.h:133] eka::SystemException caught: .\src\ProxyAuthorizationUtil.cpp(178) SystemException - basic auth failed. http ret code:407: 0x80000045 (Access denied).

Cause

The Kaspersky Security Network service and the Enforced Anti-Spam Update Service use a port 443 for connecting to external Kaspersky servers. This port may be unavailable.

Solution

To ensure the correct work of the services of Kaspersky Security 9.x for Microsoft Exchange Servers, create a special allowing rule or disable the HTTPS traffic scan.

To disable the HTTP traffic scan on Forefront Threat Management Gateway (Forefront TMG), follow these steps:

1. Open the Forefront TMG management console.
2. In the management console, select Web Access Policy server node.
3. On the Tasks tab, select Configure HTTPS inspection.
4. Go to the General tab and clear the Enable HTTPS inspection checkbox.
5. Click ОК.

6. Click Apply in the Forefront TMG management console.

The HTTPS traffic scan will be disabled.

If you are installing Kaspersky Security 9.x for Microsoft Exchange Servers on a server, where a third-party antivirus solution for servers is installed or will be installed, we recommend that you exclude the service folder Store
(%SystemDrive%\Program Files (x86)\Kaspersky Lab\Kaspersky Security 9.0 for Microsoft Exchange Servers\data\store).

This folder contains:

• The temporary objects storage for scanning in RAM.
• A backup storage where Kaspersky Security 9.x for Microsoft Exchange Servers stores infected objects before disinfecting or deleting them (the objects are stored encrypted).

Transport hub and Edge transport roles of the Microsoft Exchange server allow installing a third-party antivirus solution for side-by-side work with Kaspersky Security 9.x for Microsoft Exchange Servers. It will function along with Kaspersky Security interceptors for these roles.

However, this significantly enhances the CPU load and requires complex and thorough configuration of both antivirus products. We recommend that you remove third-party antivirus solutions before installing Kaspersky Security 9.x for Microsoft Exchange Servers.

Kaspersky Security 9.x for Microsoft Exchange Servers is not compatible with third-party antivirus products for protecting Microsoft Exchange server with a Mailbox role.

The KseInfoCollector.exe utility collects information about Kaspersky Security 9.x for Microsoft Exchange Server settings, the operating system, and Microsoft Exchange Server version and creates installation and performance logs.

To find more information and download the KseInfoCollector.exe tool, see this article.

You can enable tracing in Kaspersky Security 11 for Windows Server in the following ways:

• Through the console
• Using Compact Diagnostic Interface
• Using the KAVSHELL TRACE command
• Through the registry editor

For information on how to get a connector trace file and enable it via different methods, see this article.

After the installation of a Kaspersky application, the operating system or the application may work incorrectly due to incompatibility of software or drivers installed on your computer with the Kaspersky application.

To find out the cause of the problem, Kaspersky Technical Support may need a Kaspersky Get System Info report.

If the support engineer didn't specify the type of the report, please create a standard one for home or business solutions. For instructions, see this article.

You can find a comparison table of the features available in Kaspersky Endpoint Security 11 for Windows in different protection solutions in this article.

You can find information about support period of your product in the Product Support Lifecycle table.

You can find the Support Rules for Kaspersky Software on this page.

You can find information about Kaspersky Premium Support on this page.

Kaspersky CompanyAccount is a portal for users of Kaspersky Lab corporate products. A company's employees share one CompanyAccount using one license.

The first registered company representative is designated as the administrator for CompanyAccount. This employee, the administrator, gets permission to view all employees' requests, to manage their permissions, and to edit company data in CompanyAccount. When a new employee is registered in CompanyAccount, the administrator receives an email notification.

• Submit requests to Technical Support and track their status.
• Add and remove licenses in CompanyAccount.
• Receive email notifications about the status of requests and licenses, and about changes in CompanyAccount (the latter only with administrative permissions).
• Given relevant permissions, to administer CompanyAccount: to manage CompanyAccount user permissions, to view requests, and to modify data about the company.

CompanyAccount supports an unlimited number of users. To visit Kaspersky CompanyAccount, follow the link https://companyaccount.kaspersky.com.

Browsers that support Kaspersky CompanyAccount and provide full functionality:

• Google Chrome (version 71 or higher)
• Microsoft Edge (version 42 or higher)
• Mozilla Firefox (version 67 or higher)
• Apple Safari (version 12 or higher)
• Opera (version 63 or higher)
• Yandex.Browser (Windows)

We recommend using the latest versions of supported browsers. You can download them from the official websites:

• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Safari
• Opera
• Yandex.Browser

Follow the link https://companyaccount.kaspersky.com/account/create, fill out the form, and click Create.

• Consist of at least 8 characters.
• Contain uppercase and lowercase letters.
• Contain at least one special character (!, @, #, etc.) and at least one numeral.
• Spaces are not allowed.

The site display language adjusts to your browser’s language by default.

To change the site display language:

1. Go to the Kaspersky CompanyAccount page.
2. In the lower right corner of the page, click the language selector.

   

3. Select the language.

   

Kaspersky CompanyAccount allows users of business solutions to submit requests to technical support.

My Kaspersky is for home users only and is used to manage the security of your devices.

To learn more about main functions of My Kaspersky, see Online Help.

A license is a key file like ХХХХХХХХ.key, or an activation code that consists of a sequence of characters like ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ. You get the license when you purchase the product. To add a license in CompanyAccount:

1. In CompanyAccount, open the Licenses menu.

2. In the field for adding a license, select the desired option: Add code or Upload file.
   • If you're entering an activation code, enter it in the activation field and click Add code.

• If you're using a key file, click Upload file and in the dialog box for selecting the file, select the key file and then click Open.

Once you do that, the Licenses menu displays the name of the key file or the activation code, the product for which it is intended, and the expiration date.

If after registering with CompanyAccount you receive an email notification that the registration was successful, but the license is not found and cannot be added, then try on the Licenses menu. 

If in this case the license is not added, submit a request in the category CompanyAccount Question and in it provide a detailed description of the problem and information about the license that you are adding.

A confirmation from Kaspersky Lab is required when there is an additional check on licenses added to CompanyAccount. You will definitely be notified about the results of the check.

To activate premium technical support or professional services, please send a request to Kaspersky technical support:

1. Open Kaspersky CompanyAccount.
2. Sign in to your account or create an account if you don't have one yet. For instructions, see this article.
3. Click New request in the upper-right corner of CompanyAccount.
4. Select the category Question about CompanyAccount.
5. Type Contract activation in the Subject field. 
6. Enter the order number into the Description field.
7. If you have a certificate for extended support, attach it to your request.
8. Click Send request.

The request will be sent. The certificate will be activated as soon as your request is processed.

If you cannot find your order number, tell us about it in the Description field.

A Kaspersky Maintenance Service Agreement (MSA) allows you to create requests to Technical Support with higher priority. For more information, see the MSA support page.

If your company has purchased MSA, it will appear in the Agreements menu of your CompanyAccount. The users who have the MSA certificate attached to their CompanyAccount can create requests from the category Submit a request to Technical Support.

Kaspersky Professional Services (KPS) you get service provision by the team of experts according to the terms and conditions of your package. For more information, see the Kaspersky Professional Services page.

Click New request in the upper right corner of the CompanyAccount window.

The list of request categories will open:

• Submit a request to technical support 
  Ask for technical support assistance with a Kaspersky solution that you are using. 
• Submit a file or link for scan 
  Send us a file or link to scan it for threats.
• Sign a CSR file
  Send us a certificate signing request for Apple Push Notification Service to obtain a certificate.
• Ask a question about CompanyAccount
  Send us your questions and suggestions related to CompanyAccount.
• Complaints and compliments
  Express an opinion about the quality of technical support.

MSA requests are available for companies who have purchased the MSA agreement.

1. Sign in to CompanyAccount.
2. Click New request in the upper right corner of the CompanyAccount window.
3. Select the category Make a request for Tech Support.
4. Select the protection scope, your Kaspersky Lab solution and its version.
5. In the Support level drop-down list, select the .

6. Fill out the rest of the fields.
7. If necessary, attach a file to your request by clicking Upload file.
8. Click Send request.

The MSA request has been created.

If you have exceeded the limit of MSA requests allowed for your MSA plan or selected a Kaspersky solution that is not covered by MSA, send a request on standard support terms.

• In progress: The issue is being resolved by Technical Support.
• Awaiting your reply: Technical Support is asking you for additional information in order to resolve your issue.
• Resolved (solution provided): The issue has been resolved, and the solution has been sent to you.
• Resolved (no information provided): A solution was sent to you, or additional information was requested from you and no response was received after several days. This status is assigned automatically.
  
• Closed by support engineer: The request was closed several days after providing the solution to you.
• Closed by customer: The request was closed after clicking Close request.
  
• Closed (forwarded)" The request was transferred for a solution. This status is assigned to requests from the category Send a suspicious file for analysis. 
   This is a status in the system and means that the request has been transferred for resolution to a different part of the company. You'll definitely receive an answer by email, but you will not see it in CompanyAccount.
• Cancelled by support engineer: A specialist in Technical Support cancelled a request.
  
• Cancelled by customer: You deleted the request rather than waiting for a solution.
• Cancelled (license or contract expired): The request was cancelled because the license or contract had reached the end of its term.

To view the requests created by all users in the company:

1. Sign in to CompanyAccount.
2. Go to the Requests tab.
3. In the Support level drop-down list, select All.

Now you will be able to view and manage the requests created by other users as well.

How to sort requests

1. Sign in to CompanyAccount.
2. Go to the Requests tab.
3. Select a status.

The requests will be sorted by the status you selected.

How to find requests

1. Sign in to CompanyAccount.
2. Go to the Requests tab.
3. Click  .

4. Enter the Incident ID and press Enter.

If there is a request with that Incident ID in CompanyAccount, it will be shown.

To return to the filters set earlier, click   .

Critical incident

Critical incident, which is related to the Product, shall mean a critical Product problem, which affects Customer’s business continuity as follows:

• Interruptions in the Product’s normal functioning cause the Product(s) or Operating System to crash.
• Data is lost.
• Default settings are changed to insecure values, or other security issues occur.

Meanwhile, there is no Workaround available and the whole local network (or its critical part) is inoperative, which hampers or suspends core business processes.

Critical virus incident

Critical virus incident shall mean virus outbreak, which affects Customer’s business continuity as follows:

• Interruptions in the Product’s normal functioning cause the Product(s) or Operating System to crash. 
• Data is lost.

Meanwhile, there is no Workaround available and the whole local network (or its critical part) is inoperative, which hampers or suspends core business processes.

The list of critical incidents related to malware includes, but is not limited to, the following issues:

• Virus outbreak.
• The whole local network (or its critical part) is inoperative.
• False positive for the files that refer to business-essential systems.

To recover your password to CompanyAccount:

1. Follow the link https://companyaccount.kaspersky.com.
2. Click the link Forgot your password?

3. Enter the email address that you used when registering with CompanyAccount, enter the control characters and click Continue.

4. Open the email from CompanyAccount, and follow the link in it to create a new password.
5. Enter the new password. The password must meet the following conditions:
   • Consist of at least 8 characters.
   • Contain uppercase and lowercase letters.
   • Contain at least one special character (!, @, #, etc.) and at least one numeral.
   • Spaces are not allowed.

The email associated with your CompanyAccount cannot be changed.

If you need to change the email address, please delete your existing CompanyAccount and create a new account with the new email.  If you want to move the requests from the old account to the new one, create a request in the CompanyAccount question  category, and we will move the requests for you.

1. Click to log in at the upper right corner in CompanyAccount, next to the Sign out button.
2. Click to go to the My account page. Then find the Reset password section and click on Reset password.

3. Open the email from CompanyAccount and follow the instructions for changing your password. The password must satisfy the following requirements:
   • Consist of at least 8 characters.
   • Contain uppercase and lowercase letters.
   • Contain at least one special character (!, @, #, etc.) and at least one numeral.
   • Spaces are not allowed.

The first representative of the company to register will get CompanyAccount administrator privileges. This allows them to:

• View users’ CompanyAccount requests.
• Edit other users’ requests.
• Manage other users’ accounts.
• Receive notifications about CompanyAccounts users that have been connected and removed.
• Invite users to the company.

How to invite users to the company

1. Sign in to CompanyAccount.
2. Go to the Users tab.
3. In the Invite a new user field, ender the email address of the user you want to invite.
4. Click Send invitation. 

The user will receive an email with an invitation. They will then have 7 days in which to open the link in the email, fill in the form and click Create now:

After completing the form successfully, the user will be added to the company. If the user exists in CompanyAccount in either your or another company, the system will notify you about it.

Management of CompanyAccount users is done in the Users menu.

Change user data:

1. Select the user whose data you want to change in CompanyAccount.
2. Click in the appropriate field and edit it. You can only change the values of the fields First name, Last Name, Country and Branch.
3. Click Save changes.

Modify user permissions:

1. Select the user whose permissions you want to change in CompanyAccount.
2. Find the section User permissions.
3. Check the boxes for the selected user's permissions and click Save changes.

Change user password:

1. Select the user whose password you want to change in CompanyAccount.
2. Find the section titled Reset password and click Reset password.
3. Inform the user that an email has been sent with instructions for changing the password for CompanyAccount.

Delete a user:

1. Select the user that you want to remove in CompanyAccount.
2. Find the section Delete user account.
3. Check the box for I understand that the deleted user will not be able to submit requests through CompanyAccount and click Delete user account.

1. Click to log in at the upper right corner in CompanyAccount, next to the Sing out button.

2. On the My account page, find the section called Delete my user account.
3. Check the box for I understand that my account will be deleted and that I will not be able to send requests through CompanyAccount and click Delete my account.

4. Open the email from CompanyAccount, and follow the link in it to confirm deletion of your account.
5. Enter the password for CompanyAccount. After entering the password, your account will be deleted.

To remove CompanyAccount, do the following:

1. Click to log in at the upper right corner in CompanyAccount, next to the Sign out button.

2. Click to go to the My account account. Then find the section called Delete company account.
3. Check the box labelled I understand that after deleting the company account all information about the company will become unavailable and click Delete company.

4. Open the email from CompanyAccount, follow the link in it for confirming deletion of the company account, and enter the password. After entering the password, the CompanyAccount will be deleted.