Kaspersky Anti-Virus 5.0 SOS

Concerning to

• Kaspersky Anti-Virus Personal versions 5.0 MP3 (5.0.325) and above 
• Kaspersky Anti-Virus Personal PRO versions 5.0 MP3 (5.0.372) and above 
• Kaspersky Anti-Virus for Windows Workstations versions 5.0.527 - 5.0.712

After the installation of Kaspersky Anti-Virus, Windows may "blue screen" or freeze, e.g. while the computer is being started or if some task is being executed. It might be a conflict either with your computer software or with some drivers and Kaspersky Anti-Virus. If your PC crashes when performing a task such a problem arises, Kaspersky Labs Technical Support should receive trace files of Kaspersky Anti-Virus 5.0 Personal/ Personal Pro/ for Windows Workstations components.

How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO/ for Windows Workstations

• download the kavlog.exe utility from the Kaspersky Lab server
• run kavlog.exe on the PC where you have the problem 
• turn on the tracing of the necessary components by ticking the entry described in the email from Kaspersky Lab Technical Support.

- Service: enable the trace of the Anti-Virus package

- GUI: enable the Anti-Virus package GUI (Graphic Users Interface) tracing

- Communicator: enable the vehicle interaction tracing of the Anti-Virus package

- Scanner: enable on-demand scan tracing

- Monitor: enable Real-time protection tracing

- Mail Checker: enable Mail Checker tracing

- Script Checker: enable Script Checker tracing

- Updater: enable Antivirus Updater tracing

- IDS: enable protection against network attacks tracing

- IDS Drivers: enable protection against network attacks drivers tracing

- Anti-spam: enable personal Anti-spam tracing and updater component

• click OK 
• uninstall and install your Kaspersky Anti-Virus 5.0 
• reproduce the problem once again 
• make sure that all necessary trace files have been created (you can specify the path to the files and their names in the corresponding enter-field next to the name of the component) 
• attach the created trace files 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: You can generate an email with these trace files attached automatically in ZIP archives. You should create necessary trace files and then press the Compress and e-mail button in kavlog.exe utility main window. The utility will put each trace file in a ZIP archive; it will create a mail (in the recipient address field the address support@kaspersky.com is added) with the archives already attached. You will only have to add the description of the problem to the email and send the message.

IMPORTANT: it is necessary to describe your problem in detail, specify the actions to perform to reproduce the error and system information (how to get information about the system?)

Note: the kavlog.exe utility is only for Kaspersky Anti-Virus 5.0 Personal/ Personal PRO (from the built 5.0.372) and Kaspersky Anti-Virus 5.0 for Windows Workstations (from the built 5.0.490).