STEP 1.
SAVING DATA FOR REPEATED USE
At this point you can specify which of the data used by the application you want to retain for repeated use during the next installation of the application (e.g., a newer version of the application).
By default, the application is completely removed from the computer.
To save data for repeated use, perform the following:
1. Choose the option Save application objects.
2. Check the boxes opposite the data types you want to save:
Activation data – data that eliminates the need to activate the application in the future by automatically using the current license as long as it does not expire by the time of the next installation.
Operational settingsof the application – values of the application settings selected during configuration.
iSwift and iChecker data – files which contain information about the objects that have already been
scanned for viruses.
If a considerable time interval has elapsed between the moment you had removed an older version of
Kaspersky Small Office Security and the moment you had installed a newer one, we recommend that you abstain from using the iSwift и iChecker database saved since the previous installation of the application. During this time interval, a malicious program may have penetrated into your computer and taken malicious actions that cannot be detected with this database, which may eventually lead to the infection of your computer.
Anti-Spam databases (only in Kaspersky Small Office Security 2 for Personal Computer) – databases
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Backup and Quarantine files – files checked by the application and placed into backup storage or
quarantine.
Safe Run shared folder data (only in Kaspersky Small Office Security 2 for Personal Computer) – files
saved during Safe Run in a special folder, which is also available in the normal environment.
STEP 2.
CONFIRMATION OF APPLICATION REMOVAL
Since removing the application threatens the security of the computer and the data stored on it, you will be asked to confirm your intention to remove the application. To do this, click the Remove button.
To stop removal of the application at any time, you can cancel this operation by clicking the Cancel button.
STEP 3.
REMOVING THE APPLICATION.
COMPLETING
REMOVAL
At this step, the Wizard removes the application from your computer. Wait until removal is complete.
When removing the application, your operating system may require reboot. If you cancel immediate reboot, completion of the removal procedure will be postponed until the operating system is rebooted, or the computer is turned off and then restarted.
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CONTACTING THE TECHNICAL SUPPORT
SERVICE
If problems occur during Kaspersky Small Office Security's operation, firstly check if the method for solving them is described in the documentation, help, Knowledge Base on the Kaspersky Lab Technical Support website, or on the User Forum.
If you cannot find a solution to your problem, please contact Kaspersky Lab Technical Support Service in one of the following ways:
send a query with the help of the Personal Cabinet on the Technical Support Service website; by telephone.
Technical Support Service specialists will answer any of your questions about installing, activating and using the application. They will help you to eliminate the consequences of malware activities if your computer has been infected. Before contacting the Technical Support Service, please read the Support rules for Kaspersky Lab’s products
(http://support.kaspersky.com/support/rules).
When you contact the Technical Support Service, service specialists may ask you to compile a report on the system status and a trace file and send them to the Technical Support Service. After Technical Support Service specialists analyze the data you have sent, they can create an AVZ script for you to help eliminate your problems.
IN THIS SECTION:
My Kaspersky Account ... 36
Technical support by phone ... 37
Creating a system state report ... 37
Creating a trace file ... 38
Sending data files ... 38
Executing AVZ script ... 39
MY KASPERSKY ACCOUNT
My Kaspersky Account – your personal section on the Technical Support Service website. Using My Kaspersky Account,
you can perform the following actions:
contact Technical Support Service and Virus Lab;
contact the Technical Support Service without using the email; track the status of your request in real time;
view a detailed history of your requests to the Technical Support Service.
To log in to My Kaspersky Account, use one of the following options:
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in the address bar of your browser, type https://my.kaspersky.com.
If you do not have an account yet, you can register at the My Kaspersky Account registration page
https://my.kaspersky.com/registration. Enter your email address and a password to log in to My Kaspersky Account. To send a request concerning Kaspersky Small Office Security usage, you will be asked to enter an activation code. Note that some requests should not be addressed to the Technical Support Service, but instead to the Kaspersky Virus Lab. These are requests of the following types:
unknown malicious program – you suspect that an object is malicious, while Kaspersky Small Office Security does not classify it that way;
false alarm – Kaspersky Small Office Security classifies a file as a virus, yet you are sure that the file is not a virus;
description of the malicious program – you want to get a description of a specified virus. To send a request to the Virus Lab, you don't need to enter an activation code.
You do not need to be a registered user of My Kaspersky Account to be able to send requests to Kaspersky Virus Lab from the page with request form (http://support.kaspersky.com/virlab/helpdesk.html).
TECHNICAL SUPPORT BY PHONE
If you encounter a problem, which requires an urgent assistance, you can call your nearest Technical Support office. Before calling Russian-speaking (http://support.kaspersky.ru/support/support_local) or international
(http://support.kaspersky.com/support/international) technical support specialists, please collect the information
(http://support.kaspersky.com/support/details) about your computer and the anti-virus application on it. This will allow our specialists to help you more quickly.
CREATING A SYSTEM STATE REPORT
When solving your problems, Kaspersky Lab Technical Support Service specialists may require a report about the system status. This report contains detailed information about running processes, loaded modules and drivers, Microsoft Internet Explorer and Microsoft Windows Explorer plug-ins, open ports, detected suspicious objects, etc.
When a system state report is created, no personal user information is collected.
To create a system state report:
1. Open the main application window.
2. In the bottom part of the window, click the Support link.
3. In the Support window that will open, click the Support tools link.
4. In the Information for Technical Support Service window that will open, click the Create system state report
button.
The system state report is created in HTML and XML formats and is saved in the sysinfo.zip archive. Once the information has been gathered, you can view the report.
To view the report:
1. Open the main application window.
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3. In the Support window that will open, click the Support tools link.
4. In the Information for Technical Support Service window that will open, click the View button. 5. Open the sysinfo.zip archive, which contains report files.
CREATING A TRACE FILE
After installing Kaspersky Small Office Security, some failures in the operating system or in the operation of individual applications may occur. The most likely cause is a conflict between Kaspersky Small Office Security and the software installed on your computer, or with the drivers of your computer components. You may be asked to create a trace file for Kaspersky Lab Technical Support Service specialists to successfully resolve your problem.
To create a trace file:
1. Open themain application window.
2. In the bottom part of the window, click the Support link.
3. In the Support window that will open, click the Support tools link.
4. In the Information for Technical Support Service window that opens specify the trace level from the drop- down list in Traces section.
It is recommended that the required trace level is clarified by a Technical Support Service specialist. In the absence of guidance from Technical Support Service, you are advised to set the trace level to 500. 5. To start the trace process, click the Enable button.
6. Reproduce the situation which caused the problem to occur. 7. To stop the trace process, click the Disable button.
You can switch to uploading tracing results (see section "Sending data files" on page 38) to a Kaspersky Lab's server.
SENDING DATA FILES
After you have created the trace files and the system state report, you need to send them to Kaspersky Lab 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 Support service server:
1. Open the main application window.
2. In the bottom part of the window, click the Support link.
3. In the Support window that will open, click the Support tools link.
4. In the Information for Technical Support Service window that will open, in the Actions section, click the
Upload information for Technical Support Service to the server button.
5. In the Uploading information for Technical Support Service to the server window that will open, check boxes next to the tracing files you wish to send to the Technical Support Service and click the Send button. 6. In the Request number window that will open specify the number assigned to your request when completing
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The selected data files are packed and sent to the Technical Support Service server.
If for any reason it is not possible to contact the Technical Support Service, the data files can be stored on your computer and later sent from the Personal Cabinet.
To save data files on a disk:
1. Open the main application window.
2. In the bottom part of the window, click the Support link.
3. In the Support window that will open, click the Support tools link.
4. In the Information for Technical Support Service window that will open, in the Actions section, click the
Upload information for Technical Support Service to the server button.
5. In the Uploading information for Technical Support Service to the server window that will open, check boxes next to the tracing files you wish to send to the Technical Support Service and click the Send button. 6. Click the Cancel button in the Request number window that will open and confirm saving files to the disk by
clicking Yes.
7. Specify the archive name in the window that will open and confirm saving.
The created archive can be sent to the Technical Support Service from the Personal Cabinet.
EXECUTING AVZ SCRIPT
Kaspersky Lab experts will analyze your problem using the trace files and the system state report. The outcome of the analysis is a sequence of actions aimed at removing the detected problems. The number of these actions can be very large.
To simplify the procedure, AVZ scripts are used. An AVZ script is a set of instructions that allow the editing of registry keys, quarantine of files, searching for classes of files and potentially quarantine files related to them, block UserMode and KernelMode interceptors, etc.
To run the scripts, the application includes an AVZ script execution wizard.
The Wizard consists of a series of screens (steps) navigated using the Back and Next buttons. To close the Wizard once it has completed its task, click the Finish button. To stop the Wizard at any stage, click the Cancel button.
You are advised not to change the text of an AVZ script received from Kaspersky Lab experts. If problems occur during script execution, please contact Technical Support Service.
To start the Wizard:
1. Open the main application window.
2. In the bottom part of the window, click the Support link.
3. In the Support window that will open, click the Support tools link.
4. In the Information for Technical Support Service window that will open click the Execute AVZ script button. If the script successfully executes, the Wizard closes. If an error occurs during script execution, the Wizard displays a corresponding error message.
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KASPERSKY LAB
Kaspersky Lab is an internationally renowned company that creates software products to protect computers against viruses, malware, spam, network and hacker attacks, and other threats.
In 2008, Kaspersky Lab was rated among the world’s top four leading vendors of information security software solutions for end users (IDC Worldwide Endpoint Security Revenue by Vendor). According to a COMCON survey entitled TGI- Russia 2009, Kaspersky Lab is the preferred developer of computer protection systems among home users in Russia. Kaspersky Lab was founded in Russia in 1997. Today, Kaspersky Lab is an international group of companies
headquartered in Moscow with five regional divisions that manage the company's activity in Russia, Western and Eastern Europe, the Middle East, Africa, North and South America, Japan, China, and other countries in the Asia-Pacific region. The company employs more than 2000 qualified specialists.
Products. Kaspersky Lab’s products provide protection for all systems—from home computers to large corporate
networks.
The personal product range includes anti-virus applications for desktop, laptop and pocket computers, and for smartphones and other mobile devices.
The company delivers applications and services to protect workstations, file and web servers, mail gateways, and firewalls. Used in conjunction with Kaspersky Lab’s centralized management system, these solutions ensure effective automated protection for companies and organizations against computer threats. Kaspersky Lab's products are certified by the major test laboratories, are compatible with the software of many suppliers of computer applications, and are optimized to run on many hardware platforms.
Kaspersky Lab’s virus analysts work around the clock. Every day they uncover hundreds of new computer threats, create tools to detect and disinfect them, and include them in the databases used by Kaspersky Lab applications. Kaspersky Lab's Anti-Virus database is updated hourly; and the Anti-Spam databaseevery five minutes.
Technologies. Many technologies that are now part and parcel of modern anti-virus tools were originally developed by Kaspersky Lab. It is no coincidence that many other developers user the Kaspersky Anti-Virus kernel in their products, including: Safenet (USA), Alt-N (USA), Blue Coat (USA), Check Point (Israel), Clearswift (UK), Communigate Systems (USA), Critical Path (Ireland), D-Link (Taiwan), Finjan (USA), GFI (Malta), IBM (USA), Juniper (USA), LANDesk (USA), Microsoft (USA), Netasq (France), Netgear (USA), Parallels (Russia), Sonicwall (USA), WatchGuard (USA), ZyXEL (Taiwan). Many of the company’s innovative technologies are patented.
Achievements. Over the years, Kaspersky Lab has won hundreds of awards for its services in combating computer
threats. For example, in 2010 Kaspersky Anti-Virus received the top Advanced+ award in a test carried out by AV- Comparatives, a respected Austrian anti-virus laboratory. But Kaspersky Lab's main achievement is the loyalty of its users worldwide. The company’s products and technologies protect more than 300 million users, and its corporate clients number more than 200,000.
Kaspersky Lab’s website: http://www.kaspersky.com
Virus Encyclopedia: http://www.securelist.com
Anti-Virus Lab: [email protected]
(only for sending suspicious files in archive format)
http://support.kaspersky.ru/virlab/helpdesk.html?LANG=en
(for queries addressed to virus analysts)
Kaspersky Lab's web forum: http://forum.kaspersky.com