Collecting information for Customer Service

9 November 2022

ID 84091

After you notify Customer Service specialists of a problem, they may ask you to create a report that contains information about your operating system and send it to Customer Service. Customer Service specialists may also ask you to create a trace file. The trace file allows tracing the process of performing application commands step by step and determining the stage of application operation at which an error occurs.

To provide better support on issues related to functioning of the application, Customer Service specialists may ask you to temporarily change application settings for debugging purposes while diagnostics are ongoing. To do so, you may need to perform the following actions:

  • Collect extended diagnostic information
  • Configure individual components of the application by changing special settings that are not accessible through the standard user interface.
  • Reconfigure storage and sending of collected diagnostic information
  • Set up interception of network traffic and saving of network traffic to a file

Customer Service specialists will give you all information necessary for performing these actions (step-by-step instructions, settings to be changed, scripts, additional command line features, debugging modules, special utilities, etc.) and will inform you of what data will be collected for debugging purposes. After the extended diagnostic information is collected, it is saved on the user's computer. The collected data is not sent automatically to Kaspersky.

You are advised to perform the preceding actions only under the guidance of a Customer Service specialist after receiving instructions to do so. Changing application settings by yourself in ways not described in Help or not recommended by Customer Service specialists can cause slowdowns and crashes of the operating system, reduce the protection level of your computer, and damage the availability and integrity of the processed information.

In this section

About the contents and storage of service data files

How to enable tracing

How to make a screen recording if you face a problem with an application

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