If the Kaspersky Administration Kit components fail while working to know the reasons of failure the Technical Support experts may inquire from you trace of the component in which you have the problem.
How to get tracing logs of the Administration Server, Console and Agent
How to get trace files of the Administration Server updates task
 After receiving the tracing logs you need, please disable tracing. If you leave the tracing enabled, the OS will keep generating trace logs which might consume up to several gigabytes of your hard disk space.
How to get tracing logs of the Administration Server, Console and Agent:
1. download the
tracer.exe utility from the Kaspersky Lab's server;
2. run tracer.exe on the computer where you have the problem:
3. enable tracing of the necessary components by clicking the ON button next to their names;
NetAgent - enables tracing of the Network Agent.
MMC - enables tracing of the Administration Console.
Server – enables tracing of the Administration Server.
NOTE! Trace level should be changed if the corresponding inquiry has been made from the Kaspersky Lab Technical Support experts.
4. if you enable tracing of the Network Agent, then restart Kaspersky Network Agent on this stage.
5. reproduce the problem once again;
6. make sure that the necessary trace files are created:
for the Network Agent – in the root directory of the C:\ disc with the trace_netagent.log name.
for the Administration Console - in the Kaspersky Lab\Kaspersky Administration Kit directory with the klakcon.txt name.
for the Administration Server - in the Kaspersky Lab\Kaspersky Administration Kit directory with the %klserver*.log name.
7. the created trace files should be attached to the HelpDesk form.
Note: after you have filled in the HelpDesk form, you can choose one of three variants how to attach a file to the form:
-
Upload of your files directly from this web-form: you can attach the necessary files to the message using this web-form
-
Send e-mail message with attached files: you can attach the necessary files by sending them to the address in e-mail form.
-
Upload your files on Kaspersky Lab's FTP server manually: you can attach the necessary files to your message by uploading them on the Kaspersky Lab's FTP server in the folder with the name of your request number.
Note: detailed description of the problem, and list of actions necessary to reproduce the error should be added to the message (how can I get system info file?).
8. disable tracing of the components by clicking the OFF button next to their names.
How to get trace files of the Administration Server updates task:
1. backup the system registry of the computer on which the Administration Server is installed
2. download the
Trace_updater_AK.rar archive from the Kaspersky Lab's server and unpack it on your computer to a separate folder;
3. to enable tracing run the trace-10-updater-ak_ON.reg file;
4. reproduce the problem once again;
5. make sure the trace file is created – it is the %up2date*.log file in the Kaspersky Lab\Kaspersky Administration Kit installation directory;
6. attach the created trace file to the HelpDesk form
Note: after you have filled in the HelpDesk form, you can choose one of three variants how to attach a file to the form:
-
Upload of your files directly from this web-form: you can attach the necessary files to the message using this web-form.
-
Send e-mail message with attached files: you can attach the necessary files by sending them to the address in e-mail form.
-
Upload your files on Kaspersky Lab's FTP server manually: you can attach the necessary files to your message by uploading them on the Kaspersky Lab's FTP server in the folder with the name of your request number.
Note: detailed description of the problem, and list of actions necessary to reproduce the error should be added to the message (how can I get system info file?).
7. disable tracing run the trace-10-updater-ak_OFF.reg file.
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2009 Jun 22 18:29
