After you create a request to Kaspersky support engineers, they may ask you to send trace files. Trace files contain records of all application’s actions, which allows the engineers to find the step at which an error occurs.

How to get Network Agent trace files for Windows

1. Download the trace_nagent-4.zip archive and extract the files from it.
2. Run one of the following files:
   • For 32-bit operating systems: trace-4-nagent-x32-ON.reg
   • For 64-bit operating systems: trace-4-nagent-x64-ON.reg
3. Reproduce the problem related to the Network Agent.
4. Run one of the following files:
   • For 32-bit operating systems: trace-4-nagent-x32-OFF.reg
   • For 64-bit operating systems: trace-4-nagent-x64-OFF.reg

The trace file will be created in the Network Agent installation folder under the name $klnagent-1103.log.

To collect level 5 traces for the Network Agent, use REG files from the trace-500-nagent.zip archive.

How to collect trace files for Kaspersky Endpoint Security for Windows

To collect Kaspersky Endpoint Security for Windows trace files, follow the instructions from this article.

Knowledge Base :

• KB#15774