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> Information for support, Minimum required information
Kravtsov Vitaly
post 30.05.2016 14:51
Post #1


Central Support Group Manager
**************

Group: Admin
Posts: 7715
Joined: 11.11.2012
From: Moscow




Dear users,

In order to decrease the time of incident analysis and reduce the number of posts in topic, please kindly read this section carefully and provide us with required information.
That will allow support not to ask additional simple questions and to save your time:

Contents:

1. Problems with Kaspersky Endpoint Security (KES);

2. Problems with Kaspersky Security Center (KSC);

3. Problems with Kaspersky Security For Virtualization (KSV);

4. Problems with Endpoints for Linux;

5. Problems with products for MAC OS;

6. Problems with Mobile Device Management (MDM);

7. Problems with Products for Mobile devices.


If you have some troubles while uploading files on forum, please kindly ask KL representative to provide you with FTP account.
You will receive credentials from KL CentralSupport account.

If you have any suggestions how to improve this topic or you have find a typo or mistake, please kindly inform me via private message.

Best Regards,
KL Technical Support


--------------------
English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log

Русский: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
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Kravtsov Vitaly
post 30.05.2016 14:53
Post #2


Central Support Group Manager
**************

Group: Admin
Posts: 7715
Joined: 11.11.2012
From: Moscow




1. Problems with Kaspersky Endpoint Security (KES)

Required minimum of information:

* GSI http://support.kaspersky.com/general/dumps/3632

* Event logs (Kaspersky, Application, System)

* Configuration (if KES is not under policy) or policy export;

* Detailed problem description and reproduction scenario;

* Information about KL product build number and installed patches.


--------------------
English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log

Русский: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
Go to the top of the page
 
+Quote Post
Kravtsov Vitaly
post 30.05.2016 14:54
Post #3


Central Support Group Manager
**************

Group: Admin
Posts: 7715
Joined: 11.11.2012
From: Moscow




2. Problems with Kaspersky Security Center (KSC)

Required minimum of information:

* Detailed problem description and reproduction scenario;

* Information about KL product build number and installed patches;

* Event logs (Kaspersky, Application, System) from computers-participants.


--------------------
English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log

Русский: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
Go to the top of the page
 
+Quote Post
Kravtsov Vitaly
post 30.05.2016 14:55
Post #4


Central Support Group Manager
**************

Group: Admin
Posts: 7715
Joined: 11.11.2012
From: Moscow




3. Problems with Kaspersky Security For Virtualization (KSV)

Required minimum of information:

* Detailed problem description and reproduction scenario;

* Information about KL product build number and any modified modules provided before.


--------------------
English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log

Русский: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
Go to the top of the page
 
+Quote Post
Kravtsov Vitaly
post 30.05.2016 14:57
Post #5


Central Support Group Manager
**************

Group: Admin
Posts: 7715
Joined: 11.11.2012
From: Moscow




4. Problems with Endpoints for Linux

Required minimum of information:

* Detailed problem description and reproduction scenario

* Information about KL product build number


--------------------
English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log

Русский: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
Go to the top of the page
 
+Quote Post
Kravtsov Vitaly
post 30.05.2016 14:57
Post #6


Central Support Group Manager
**************

Group: Admin
Posts: 7715
Joined: 11.11.2012
From: Moscow




5. Problems with products for MAC OS

Required minimum of information:

* Detailed problem description and reproduction scenario;

* Information about KL product build number.


--------------------
English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log

Русский: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
Go to the top of the page
 
+Quote Post
Kravtsov Vitaly
post 30.05.2016 15:05
Post #7


Central Support Group Manager
**************

Group: Admin
Posts: 7715
Joined: 11.11.2012
From: Moscow




6. Problems with Mobile Device Management (MDM)

Required minimum of information:

* Detailed problem description and reproduction scenario;

* Information about KL product build number

Environment sanity check should performed:

1. Check the installation has been performed correctly;

2. Verify correct address has been specified on installation of iOS MDM Server:
Attached File  image2015_12_15_9_0_28.png ( 88,34K ) Number of downloads: 37


3. Verify that the address used for iOS MDM server is available from the network where devices are located:
$telnet <server_address> <server_port>
Attached File  1.png ( 56,02K ) Number of downloads: 34


4. Verify that you have indeed reached the iOS MDM server via openssl tool:
$openssl s_client –connect <server_address>:<server_port>
Attached File  2.png ( 56,02K ) Number of downloads: 29


5. Openssl binary is available for any OS and Windows version (openssl.exe) can be easily googled at any time.

6. Verify that ports 2195 and 2196 are reachable from the host where iOS MDM Server is installed:
$telnet gateway.push.apple.com 2195
$telnet gateway.push.apple.com 2196


--------------------
English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log

Русский: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
Go to the top of the page
 
+Quote Post
Kravtsov Vitaly
post 30.05.2016 15:06
Post #8


Central Support Group Manager
**************

Group: Admin
Posts: 7715
Joined: 11.11.2012
From: Moscow




7. Problems with Products for Mobile devices

Required minimum of information:

* Detailed problem description and reproduction scenario;

* Device Info (includes model index; firmware version; OS version);

* Application version and localization;

* Security Center policy (optional).


--------------------
English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log

Русский: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
Go to the top of the page
 
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