When creating the request to technical support, you should attach the trace file. Trace files are used by Technical Support for diagnostic purposes. They have all steps of application commands execution written to the file and helps detect the step on which the problem occurs.
This article explains how to collect trace files through registry. The detailed process of collecting traces through the application interface is described in the this Online Help article.
Run REG files in Safe Mode and reproduce the issue in the regular mode.
To generate a trace file:
By default, trace files are saved to the %ProgramData%/Kaspersky Lab hidden folder. To access the folder, enable the option display hidden files and folders.
To change the target folder to save the trace file, follow the guide below. The C:\trace\ folder is used as an example:
The changes will be applied upon restart. Trace files will be automatically saved to the created folder.
To save the trace file to the default folder, %ProgramData%/Kaspersky Lab, run the Default path_x32.reg or Default path_x64.reg file from the archive.
To change the default tracing level to 700 or 800:
To restore the trace level to the default value (500), run the fileз Trace_ON_500_x32.reg or Trace_ON_500_x64.reg from the archive. To create the trace file with the trace level you have set, follow the guide above.
How to collect traces for troubleshooting Kaspersky Endpoint Security 11 for Windows
Release of antivirus database updates (required to protect your computer/server/mobile device)
Providing technical support over phone / web
Release of patches for the application (addressing detected bugs)
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