Basic troubleshooting steps in Kaspersky Endpoint Security for Windows
Latest update: June 14, 2022
ID: 15547
- Kaspersky Endpoint Security 11.9.0 for Windows (version 11.9.0.351)
- Kaspersky Endpoint Security 11.8.0 for Windows (version 11.8.0.384)
- Kaspersky Endpoint Security 11.7.0 for Windows (version 11.7.0.669)
- Kaspersky Endpoint Security 11.6.0 for Windows (version 11.6.0.394)
- Kaspersky Endpoint Security 11.5.0 for Windows (version 11.5.0.590)
- Kaspersky Endpoint Security 11.4.0 for Windows (version 11.4.0.233)
- Kaspersky Endpoint Security 11.3.0 for Windows (version 11.3.0.773)
- Kaspersky Endpoint Security 11.2.0 for Windows (version 11.2.0.2254)
If you experience any issues while using Kaspersky Endpoint Security for Windows, you can perform diagnostics and try to solve the issue yourself before contacting Kaspersky Technical Support. For detailed steps for troubleshooting Kaspersky Endpoint Security for Windows, see the flowchart below:
- Compare the application version on managed devices with the version on the downloads page.
- If you have the latest version installed, proceed to the steps below. If you have an earlier version, consider upgrading to the latest version:
- Review what’s new, limitations and compatibility with Kaspersky Security Center in case you are using it.
- If the features and requirements of the latest version are compatible with your environment, try installing in a test environment and see if the issue persists in this version.
- If you did not encounter any issues after initial testing, try in-depth testing of this version on managed devices.
- If testing did not reveal any issues, upgrade to the latest version in your working environment. For more information, see Online Help.
Step 1. Disable all application components
- Disable all application components and Self-Defense.
- Restart your computer.
- If the issue is resolved, proceed to step 2. If the issue persists, move on to step 3.
Step 2. Enable components one by one
- Enable one application component, restart the application and check if the issue reoccurs.
- If the issue does not reoccur, repeat the action above for each disabled component.
- If you didn’t manage to define the component that caused the issue, proceed to step 5. If you defined the component that caused the issue, write down the name of this component and proceed to step 5.
If you have disabled the System Watcher component, restart the computer.
Step 3. Stop the application
- Stop the application. See the Online Help page for instructions.
- If the issue is resolved, proceed to step 5. If the issue persists, move on to step 4.
Step 4. Disable automatic startup of the application
- Disable automatic startup of the application. See the Online Help page for instructions.
- Restart your computer.
- Go to step 5.
Step 5. Complete the troubleshooting
- Check if all operating system components are installed and work correctly.
- Submit a request to Kaspersky technical support via Kaspersky CompanyAccount. Please include a detailed description of the issue. In your request, specify the step that helped to resolve the issue and the name of the component that caused the issues. Before contacting the support, see the guide on creating a request in the Knowledge Base.
