Before contacting Technical support, make sure your have a valid license in your Kaspersky CompanyAccount. For more information, see this article.
- In case an application fails to detect spam emails, follow the instructions from this article.
- In case an application falsely identifies emails as spam, follow the instructions from this article.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information:
- (for Windows) Kaspersky Get System Info report with the Include Windows event logs option enabled, collected on the host on which the issue occurs. For instructions, see this article.
- Trace files of the issue. For instructions, see this article.
- Product configuration files: klScanEngineUI.xml and kavicapd.xml or kavhttpd.xml.
- Send a request to Kaspersky technical support through CompanyAccount.
- Collect the following information:
- File sample in a password-protected archive.
- Password for the archive.
- Issue description.
- If the issue is related to detection: the name of the antivirus verdict or a screenshot with the name of the verdict and the name of the file.
- Send a request to Kaspersky technical support through CompanyAccount.
If the key for a Kaspersky solution expired before its term was supposed to end, use the recommendations from the article.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information:
- Kaspersky Get System Info report generated on the host on which the issue occurs with the Include Windows event logs option enabled. For instructions, see this article.
- Kaspersky Security event log in the EVT or EVTX format.
- KLP policy export. For instructions, see this article.
- Contents of the folder C:\ProgramData\Kaspersky Lab\Kaspersky Security for Windows Server\***\Reports. To view the contents, enable display of hidden folders.
- Send a request to Kaspersky technical support through CompanyAccount.
Information to provide in a technical support request
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information: KseInfoCollector tool log. For details, see this article.
- Send a request to Kaspersky technical support through CompanyAccount.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information:
- Email address which is associated with the workspace.
- Workspace ID from the list of workspaces.
Please provide the workspace ID and email address in the text format.
- Send a request to Kaspersky technical support through CompanyAccount.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information: Kaspersky Get System Info report generated on the Administration Server with the Include Windows event logs option enabled. For instructions, see this article.
- Send a request to Kaspersky technical support through CompanyAccount.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information:
- Email address which is associated with the workspace.
- Workspace ID from the list of workspaces.
Please provide the workspace ID and email address in the text format.
- Send a request to Kaspersky technical support through CompanyAccount.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information:
- Kaspersky Get System Info report generated on the host on which the issue occurs with the Include Windows event logs option enabled. For instructions, see this article.
- Kaspersky Endpoint Security event log in the EVT or EVTX format. For instructions, see this article.
- Export of the CFG configuration file from the affected host or export of the KLP policy, which is active on the affected host.
- Send a request to Kaspersky technical support through CompanyAccount.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information:
- A report created using the collect.sh script, collected on the host on which the issue occurs. For instructions, see this article.
- Export of the KLP policy, which is active on the affected host.
- Send a request to Kaspersky technical support through CompanyAccount.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Provide the following additional information:
- A report created using the collect.sh script, collected on the host on which the issue occurs. For instructions, see this article.
- Export of the KLP policy, which is active on the affected host.
- Send a request to Kaspersky technical support through CompanyAccount.
Contact technical support
- If you have a Kaspersky ASAP license, send a request to Kaspersky technical support through CompanyAccount.
- If you are using a trial license, visit this page.
Technical support engineers can provide information about decryption options and check the settings of your Kaspersky software.
- Collect the following information:
- Several samples of encrypted files.
- Malware sample in a password-protected archive.
- Encryption date and time.
- Kaspersky Get System Info report generated on the host on which the issue occurs with the Include Windows event logs option enabled. For instructions, see this article.
- Export of the CFG configuration file from the affected host or export of the KLP policy, which is active on the affected host.
- If Kaspersky Endpoint Security is installed on the host, attach the archive with the SysWHist folder located in C:\ProgramData\Kaspersky Lab\KES\SysWHist
- Send a request to Kaspersky technical support through CompanyAccount.
To make processing of your request faster and minimize additional information requests, when creating a request:
- Describe the actions that caused the issue.
- Attach screenshots or a video to illustrate the issue.
- Send a request to Kaspersky technical support through CompanyAccount.