What to do if Kaspersky for Mac functions incorrectly
If Kaspersky for Mac doesn’t work or returns errors:
- Restart the application.
- If the issue persists, try rebooting your Mac.
- If computer restart did not help, try reinstalling Kaspersky for Mac.
If the issue persists after the reinstallation, collect trace files and send them to Kaspersky Technical Support.
If you experience issues when activating the application, see this guide.
How to restart the application
- Click the Kaspersky icon in the upper-left corner of your screen and select Quit Kaspersky.
- Start Kaspersky for Mac again.
How to reinstall the application
- Remove Kaspersky for Mac.
- Restart your PC.
- Install Kaspersky for Mac again.
How to get trace files
Do not perform the actions described below unless they are required and guided by a technical support engineer.
Tracing is collecting the information about the working process of the application components. Support engineers use trace files for identifying the problem in the application.
To collect traces:
- Open Kaspersky for Mac.
- Click the Kaspersky icon in the upper-left corner of your screen and select Settings.
- If the settings are blocked, click the lock icon in the lower-left corner of the window and enter the administrator password.
- Go to the Information tab and select the Enable tracing check box.
- Restart Kaspersky for Mac.
- Reproduce the issue.
- Return to the application settings and clear the Enable tracing check box.
- Restart Kaspersky for Mac.
Trace files will be saved to folder ~/Library/Logs/Kaspersky Lab.
If you cannot find the Library folder, then it is hidden. To learn how to show hidden folders, see these instructions.
What to do in case of activation issues
If you experience any problems activating Kaspersky for Mac, try looking up your issue in the Activation errors section.
If the issue persists, contact Kaspersky Customer Service.