How to get an update report in Kaspersky Security Cloud 19 and send it to Kaspersky Lab

 

Kaspersky Security Cloud 19

 
 
 

How to get an update report in Kaspersky Security Cloud 19 and send it to Kaspersky Lab

Back to "Update errors"
2019 Feb 13 ID: 14860
 
 
 
 

To determine the cause of any issues that may occur when updating the Kaspersky Security Cloud databases, Kaspersky Lab technical support engineers may request a detailed update report.

To create a detailed database update report and send it to Kaspersky Lab:

  1. Enable the logging of non-critical events:
    1. In the main window of Kaspersky Security Cloud, click The settings icon in the lower-left corner.

    2. Opening the Settings window of Kaspersky Security Cloud 19

    3. To learn how to open the main application window, see this article.
    1. Go to Additional → Reports and Quarantine.

    2. Opening the Reports and Quarantine settings in Kaspersky Security Cloud 19

    1. Select the Log non-critical events checkbox.

    2. Configuring the logging of non-critical events in Kaspersky Security Cloud 19

  2. Run a database update in Kaspersky Security Cloud. See this article for instructions.
  3. Wait until the update is complete or you get an error message.
  4. Save a report about the update to a file:
    1. In the main window of Kaspersky Security Cloud, click More Tools.

    2. Opening the Tools window of Kaspersky Security Cloud 19

    1. Click Reports.

    2. Opening the Reports window of Kaspersky Security Cloud 19

    1. Click Detailed reports.

    2. Opening the Detailed reports window in Kaspersky Total Security 19

    1. Select Database Update from the drop-down list.

    2. Selecting database update reports in Kaspersky Security Cloud 19

    1. Click on the update task during which the issue occurred and select Details.

    2. Opening a detailed update report in Kaspersky Security Cloud 19

    1. Click Export.

    2. Saving a detailed report in Kaspersky Security Cloud 19

    1. Select the folder in which to save the report. Enter a name for the report file and click Save.
    2. Clear the Log non-critical events checkbox.
  5. Create an archive with the report file and give it a unique name. See this article for instructions.
  6. Send a request to Kaspersky Lab technical support via the My Kaspersky portal and include a detailed description of the issue. Attach the archive with the report file to your request. For instructions on how to use My Kaspersky, see the Online Help page.

A detailed database update report has been created and sent to Kaspersky Lab technical support. Wait for a response from a technical support specialist.

 
 
 
 
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