Basic troubleshooting steps in Kaspersky Endpoint Security for Mac
Latest update: 4 July 2024
ID: 15888
Show applications and versions that this article concerns
- Kaspersky Endpoint Security 12.1 for Mac (version 12.1.0.553)
- Kaspersky Endpoint Security 12 for Mac (version 12.0.0.325)
- Kaspersky Endpoint Security 11.3.0 for Mac (version 11.3.0.320)
- Kaspersky Endpoint Security 11.2.1 for Mac (version 11.2.1.145)
- Kaspersky Endpoint Security 11.2.0 for Mac (version 11.2.0.185)
If you experience any issues while using Kaspersky Endpoint Security for Mac, you can perform diagnostics and try to solve the problem yourself before contacting Kaspersky Technical Support. For detailed steps of troubleshooting, see the flowchart and recommendations below:
Step 1. Stop Kaspersky Endpoint Security for Mac
- Stop Kaspersky Endpoint Security for Mac.
- Сheck if the issue persists. If the issue is resolved, move on to Step 2.
If the issue persists, Kaspersky Endpoint Security for Mac does not cause it.
Step 2. Start Kaspersky Endpoint Security for Mac
- Start Kaspersky Endpoint Security for Mac.
- Proceed to one of the following steps depending on the type of the issue:
- If the issue is related to the system performance or a third-party application, proceed to Step 3.
- If the issue is related to the network activity of the system or of a third-party application, proceed to Step 4.
- If the issue is related to the interaction with Kaspersky Security Center, proceed to Step 5.
- In other cases, proceed to Step 6.
Step 3. Troubleshoot performance issues
- Try to identify the process that consumes too many system resources using the System Watcher in macOS.
- Add the third-party application to the Trusted Zone so that Kaspersky Endpoint Security for Mac will not scan its activity.
This may reduce the system security.
- Сheck if the issue persists. If the issue persists, proceed to Step 6.
Step 4. Troubleshoot network issues
- Add the third-party application to the Trusted applications so that Kaspersky Endpoint Security for Mac will not scan its activity.
This may reduce the system security.
- Сheck if the issue persists. If the issue persists, proceed to Step 6.
Step 5. Troubleshoot the issues related to Kaspersky Security Center
- Collect the traces of Kaspersky Security Center and Kaspersky Security Center Network Agent using the instructions.
- Collect the traces of Kaspersky Endpoint Security for Mac. Also, collect the Network Agent traces in Kaspersky Endpoint Security for Mac.
- Go to Step 6.
Step 6. Complete the troubleshooting
- Collect basic diagnostic information about the device using the ‘collect.sh’ script.
- Submit a request to Technical Support through Kaspersky CompanyAccount. Attach all the collected diagnostic information.