User Guide

Frequently asked questions 95
b. rename or delete /etc/nsswitch.conf file.
Question
: The application does not work. What should I do?
First, check if a solution for your problem is provided in this
documentation, especially in this section or on our website.
In addition, we recommend that you apply for support to the distributor
from whom you purchased Kaspersky Anti-Virus or write to our
Technical support service ([e-mail]
) or to the address
contained in the license key information.
To make sure your request is answered as soon as possible, follow
these suggestions:
The following steps will facilitate prompt processing of your inquiry:
1. In the message header, specify your operating system, the name
of Kaspersky Lab product you are experiencing problems with, and
briefly describe the problem. For example:
SuSE Linux 9.2 Professional, Kaspersky Anti-Virus 5.6 for
Sendmail with MilterAPI, updating of the anti-virus databases
does not function.
2. Compose your messages in plain text format.
3. At the beginning of the message, specify the exact versions of the
operating system and Kaspersky Anti-Virus distribution package
and provide the number of your license key file.
4. Clearly describe the problem in brief. Keep in mind that, when
reading your mail, the technical support service officers do not yet
know about your problem. They can only help after fully
understanding and reproducing it.
5. Send the following data, packed into one archive, to the Technical
Support Service:
• All configuration files of your mail transfer agent (MTA)
• Log file of the mail system
• Log file produced by Kaspersky Anti-Virus
• your license key file.
6. Make sure to specify in your mail if your computer system contains
any of the following:
• a very old or very new processor, or more than one processor