Provide information for Customer Service

27 March 2023

ID 151283

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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.

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, bypassing of the application's restrictions, and damage the availability and integrity of the processed information.

Trace files

Tracing is a way to record detailed information about the application's activity. Kaspersky Customer Service specialists use trace files to troubleshoot issues. You can enable full application event logging to create trace files and send them to Customer Service manually if requested. By default, full application event logging is disabled. However, some of the application events are recorded during the application update, but are not transferred automatically. Customer Service may need them in certain cases.

You can also enable or disable the logging and automatic transfer of operating system data (dump files) to Kaspersky specialists. They use the provided information to find application bugs and fix them in subsequent updates. You can find more information about the purpose and structure of trace files and dumps files in the About the content of trace files and dump files section. By default, logging of operating system data is enabled, but automatic transfer of them is disabled.

Log application events

Send operating system data to Customer Service

If you confirm that you want to provide data to Customer Service, Kaspersky Safe Kids will send dump files stored on your computer to Kaspersky.

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