Sending data files
After you have created the trace files and the system state report, you have to send them to Kaspersky Lab’s Technical Support Service experts.
You will need a request number to upload data files to the Technical Support Service server. This number is available in your Personal Cabinet on the Technical Support Service website if your request is active.
In order to upload the data files to the Technical Support Service server:
- Open the main application window.
- Click the Support link in the bottom part of the main window to open the Support window, then click the Traces link.
- In the Information for Technical Support Service window that opens, in the Actions section, click the Upload information for Technical Support Service to the server button.
Uploading information for Technical Support Service to the server window will open.
- Check the boxes next to the trace files that you want to send to the Technical Support Service and click the Send button.
The Request number opens.
- Specify the number assigned to your request by contacting the Technical Support Service through the Personal Cabinet, and click the OK button.
The selected data files are packed and sent to the Technical Support Service server.
If by any reason it is impossible to contact the Technical Support Service, the data files can be stored on your computer and later sent from the Personal Cabinet.
In order to save data files to the disk:
- Open the main application window.
- Click the Support link in the bottom part of the main window to open the Support window, then click the Traces link.
- In the Information for Technical Support Service window that opens, in the Actions section, click the Upload information for Technical Support Service to the server button.
Uploading information for Technical Support Service to the server window will open.
- Check the boxes next to the trace files you wish to send to the Technical Support Service and click the Send button.
Request number input window opens.
- Click the Cancel button, and in the window that opens confirm saving files to disc by clicking the Yes button.
Archive saving window will open.
- Specify the archive name and confirm saving.
The created archive can be sent to the Technical Support Service from the Personal Cabinet.
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