Contact Technical Support

If you do not find a solution to your problem in the application documentation or other sources of information about the application, it is recommended to contact Technical Support. Technical Support specialists will answer any of your questions about installing and using Kaspersky Embedded Systems Security.

Kaspersky provides support for Kaspersky Embedded Systems Security during its life cycle (see the Application life cycle page). Before contacting Technical Support, please read the support rules.

You can contact Technical Support in one of the following ways:

• Visit Technical Support website.
• Submit a request to Kaspersky Technical Support from the Kaspersky CompanyAccount portal.

After you inform Kaspersky Technical Support specialists about the problem, they may ask you to send a trace file or dump file.

Technical Support specialists may also need additionally information about the operating system and running processes on the device, as well as detailed reports on the operation of application components.

While diagnosing the problem, Technical Support specialists may ask you to change the application settings to:

• activate functionality to receive advanced diagnostic information;
• perform more detailed configuration of individual application components that cannot be performed through the standard user interface;
• change settings for storing received diagnostic information;
• to configure the capture and storage of network traffic in a file.

Technical Support specialists will tell you all the information required to perform these actions (the sequence of steps, the settings to change, configuration files, scripts, advanced command line capabilities, debugging modules, special utilities, etc.), as well as the body of information received for diagnostic purposes. The received advanced diagnostic information is stored on the user device. This information is not automatically sent to Kaspersky.

The steps listed above should be performed only with the guidance of Technical Support specialists based on instructions they provide. Independently changing application files using means not described in the application documentation or not recommended by Technical Support specialists may lead to poor performance and failures in the application and operating system, reduced protection, as well as inaccessible and corrupted data.

Technical Support via Kaspersky CompanyAccount

Kaspersky CompanyAccount is a portal for companies that use Kaspersky applications. The Kaspersky CompanyAccount portal is designed to facilitate interaction between users and Kaspersky specialists through online requests. The Kaspersky CompanyAccount portal lets you monitor the progress of electronic request processing by Kaspersky specialists and store a history of electronic requests.

You can register all of your organization's employees under a single account on Kaspersky CompanyAccount. A single account lets you centrally manage electronic requests from registered employees to Kaspersky and also manage the privileges of these employees via Kaspersky CompanyAccount.

The Kaspersky CompanyAccount portal is available in the following languages:

• English
• Spanish
• Italian
• German
• Polish
• Portuguese
• Russian
• French
• Japanese

To learn more about Kaspersky CompanyAccount, visit the Technical Support website.

Contents and storage of trace files

Trace files allow you to track the step-by-step execution of application commands and detect at what stage of the application operation an error occurs.

Trace files are stored on the device as long as the application is in use, and are deleted permanently when the application is removed. Trace files are not sent to Kaspersky automatically.

Trace files are saved in a human-readable format. It is recommended to protect information from unauthorized access before sending it to Kaspersky.

By default, trace files are stored in the /var/log/kaspersky/kess/ directory. Root privileges are required to access the default trace files directory.

All trace files contain the following general data:

• Event time.
• Number of the thread of execution.
• Application component that caused the event.
• Degree of event severity (informational event, warning, critical event, error).
• A description of the event involving command execution by a component of the application and the result of execution of this command.

Trace files may store the following information in addition to general data:

• The statuses of the application components and their operational data.
• Data on user activity in the application.
• Data on the hardware installed on the device.
• Data about all operating system objects and events, including information about user activity.
• Data contained in the objects of the operating system (for example, the contents of files that may contain any user personal data).
• Network traffic data (for example, the contents of the entry fields on a website, which may include bank card information or any other sensitive data).
• Data received from Kaspersky servers (such as the version of the application databases).

Contents and storage of dump files

Dump files are generated if the application fails and include all the data that the working memory of Kaspersky Embedded Systems Security process contained at the time a dump file is created. If necessary, you can disable the creation of dump files.

Dump files are stored on the computer as long as the application is in use, and are deleted permanently when the application is removed. Dump files are not sent to Kaspersky automatically.

Dump files may contain personal data. It is recommended to protect information from unauthorized access before sending it to Kaspersky.

Dump files are stored in the /var/opt/kaspersky/kess/common/dumps and /var/opt/kaspersky/kess/common/dumps-user directories. Root privileges are required to access dump files.

To disable creation of dump files:

1. Stop Kaspersky Embedded Systems Security.
2. Open the /var/opt/kaspersky/kess/common/kess.ini file for editing.
3. Add the following setting to the [General] section:

   CoreDumps=no

4. Start Kaspersky Embedded Systems Security.

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