How to get a Kaspersky Security Center Network Agent connector trace file
Show applications and versions that this article concerns
- Kaspersky Security Center 14.2 (version 14.2.0.26967)
- Kaspersky Security Center 14 (version 14.0.0.10902)
- Kaspersky Security Center 13.2 (version 13.2.0.1511)
- Kaspersky Security Center 13.1 (version 13.1.0.8324)
- Kaspersky Security Center 13 (version 13.0.0.11247)
When creating a request to Kaspersky technical support, you may be asked to collect and attach trace files that may help find the step at which an error occurs. They contain all steps of application command execution written to the file, which allows to detect the step on which an error occurs.
You can collect trace files in one of the following ways:
- Via the Kaspersky Endpoint Security for Windows interface
- Using the klactgui.exe tool
How to get a Network Agent connector trace file via the Kaspersky Endpoint Security for Windows interface
- Disable the Network Agent protection if it was enabled:
- Open Kaspersky Security Center and go to Policies.
- Right-click the Kaspersky Security Center Network Agent policy and select Properties.
- Clear the Protect Network Agent service against unauthorized removal or termination, and prevent changes to the settings checkbox.
- Enable tracing in Kaspersky Endpoint Security for Windows.
- Press + R on the keyboard and type services.msc.
- Right-click the Kaspersky Security Center Network Agent service and select Restart.
- Reproduce the situation in which the issue arose.
- Disable tracing.
- Restart the Network Agent service.
- Enable the Network Agent protection again, if necessary.
By default, the trace files will be created in the hidden folder:
- For versions 11.6.0–11.9.0: %ProgramData%\Kaspersky Lab\KES\Traces
- For versions 11.10.0 and later: %ProgramData%\Kaspersky Lab\KES.<The product line number>\Traces
To access the folder, turn on display of hidden files and folders using the instructions.
The connector trace files have the following format: KES.<Product line number>_<Date of creation>_<Time of creation>_.connector.log. For example: KES.21.14.5.462_12.20_17.35_8296.connector.log
You can only delete the connector trace file once you have disabled tracing and restarted the Network Agent service or rebooted the computer.