If you own a supported version of Kaspersky Anti-Virus, you can generate reports and send files to Kaspersky Lab servers for analysis and assistance. First, log in to the Web-based Kaspersky account tool and create a support request. Next, generate the necessary reports using tools in the Kaspersky application. Finally, send the files to the Kaspersky Lab servers right from the application. You can also attach up to eight files to your initial request in the Web-based account tool.
Log in to your Kaspersky account. Use the My Kaspersky link in the Resources section for the personal anti-virus product or the Company Account link for a commercially licensed product.
Click the “Create Request” option, and then click the “Request Type” drop-down list.
Click the type of request to open. Options are “Malicious File Analysis,” “Web Page Analysis,” “False Alarm on a File” and “False Alarm on a Web Resource.”
Type a detailed description of the problem or request in the Description text box.
Click the “Upload” button to open the file navigation screen. Navigate to and click on the first ZIP file to load. Click “Upload.” The file is attached to the request. Repeat uploading up to eight files.
Type your contact email address in the Email field.
Type the “Inscription” characters in the input box, and then click “Next.” Your request is numbered and listed in the My Account section of your Kaspersky dashboard. Take note of the request number. You will need to enter this number when you generate and send reports from the Kaspersky application.
Generate and Send Reports
Right-click on an empty space on the Windows 8 Start screen, and then click the “All Apps” icon in the bottom toolbar to open the All Apps menu.
Click the “Kaspersky Internet Security 2013“ link to open the Kaspersky application.
Click the “Support” link in the bottom left corner of the Kaspersky application main screen and then the “Support Tools” option in the Support screen. The Support Tools window opens.
Click “Send Service Data to Technical Support.” The Send Report screen opens.
Click the “List of Files” link to view the reports to send to Kaspersky Labs. By default, all reports are checked.
Check one or more reports to deselect them, if desired.
Click “Send.” The Enter Request Number dialog box opens.
Type the corresponding request number in the Enter Request Number field, and then click “OK.” The files are uploaded to Kaspersky Lab servers and attached to your support request.
Click “Close” to close the Send Report screen, and then close the main Kaspersky screen.
- If you upload files through the Web-based account tool, make sure the files are zipped and password protected.
- You can upload up to a total of 15MB of attached files through the Web-based tool.
- Information provided in these steps applies to Kaspersky Anti-Virus 2013. Instructions may vary slightly or significantly for other versions of the software.