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How To: Collect Application Trace Files (KAV 10) - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>QUESTION</strong></p> <p>Under certain circumstances, Kaseya Support Technicians will require that you collect Application Trace Logs so that they can further troubleshoot an issue you may be experiencing with Kaspersky Endpoint Security. The following guide outlines how to gather these logs:</p> <p> </p> <p><strong>ANSWER</strong></p> <p><strong>On the Endpoint:</strong></p> <p><strong>Note: make sure that the current user account has administrator privileges</strong></p> <ol><li>Open the Kaspersky Endpoint Security Application on the affected endpoint.</li> <li> <p>Click <strong>Support</strong> in the bottom left corner of the main application window.</p> </li> <li> <p>The Support window will open, click <strong>System tracing</strong>.</p> </li> <li> <p>This will open the <strong>Information for Technical Support</strong> window.<br><img src="/attachments/token/U22YlYJbfOv6ztJrYnFnugtAR/?name=9343-113-180812.png" alt="9343-113-180812.png" class="embedImage-img importedEmbed-img"></img></p> </li> <li> <p>Select a trace level in the Level drop-down menu. Please consult your Technical support engineer for recommended trace level. If there are no special recommendations, you should set it to <strong>Normal (500)</strong>.</p> </li> <li> <p>Click <strong>Enable</strong> to start generating trace file.</p> </li> <li> <p>Reproduce the problem.</p> </li> <li> <p>Click <strong>Disable</strong> to stop generating trace file.</p> </li> </ol><p><strong>Note.</strong> Trace files are created in encrypted form with the .<strong>enc1<em> </em> </strong>extension and unique names: [<strong>Application-version]_[Creation_date]_[Creation_time_<strong>GMT</strong>]_[PID]</strong></p> <p>By default, trace files are generated in the <strong>%ProgramData%</strong> folder:</p> <ul><li>in Microsoft Windows Vista / Windows 7 / Windows 8 / Windows Server 2008 R2: <br><strong>C:\ProgramData\Kaspersky Lab\</strong> </li> <li>in Microsoft Windows XP / Windows Server 2003: <br><strong>C:\Documents and Settings\All Users\Application Data\Kaspersky Lab\</strong><br><br><img src="/attachments/token/BFDXWSEx0rU8NLMnEMJSp8mQ2/?name=9343-1_new13-200989.png" alt="9343-1_new13-200989.png" class="embedImage-img importedEmbed-img"></img></li> </ul><p>If there is an <strong>update task</strong> running, another <strong>log</strong> file gets generated in <strong>*.HST</strong> format. </p> <p><strong>Important:</strong> The created trace files are encrypted.</p> <p>Folders containing trace files are hidden. Make sure you have the <strong>"show hidden files"</strong> setting enabled in Windows to be able to access trace files.</p> <p> </p> <p>After you have finished collecting the required log files, please provide them to your Kaseya Support Technician for further evaluation.</p> <p>More information on this page of the Kaspersky help;</p> <p><a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fsupport.kaspersky.com%2F9343%23saving">https://support.kaspersky.com/9343#saving</a></p> <p> </p> <p><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fsupport.kaspersky.com%2F9343%23howto">https://support.kaspersky.com/9343#howto</a></p> <p> </p> <p>Applies to:</p> <p> VSA 8.0, VSA 9.x</p> </article> </main>