Brochure

U S E R G U I D E
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To obtain access to My Kaspersky Account, you should go through the registration procedure on the registration page
(https://my.kaspersky.com/registration). Enter your email address and a password to log in to My Kaspersky Account.
In My Kaspersky Account, you can perform the following actions:
 Contact Technical Support and the Virus Lab.
 Contact Technical Support without using email.
 Track the status of your requests in real time.
 View a detailed history of your Technical Support requests.
 Receive a copy of the key file if it is lost or deleted.
Technical Support by email
You can send an online request to Technical Support in English, Russian, German, French, or Spanish.
In the fields of the online request form, specify the following data:
 Request type
 Application name and version number
 Request description
 Customer ID and password
 Email address
A specialist from Technical Support sends an answer to your question to your My Kaspersky Account and to the email
address that you have specified in your online request.
Online request to the Virus Lab
Some requests must be sent to the Virus Lab instead of Technical Support.
You can send requests for research of suspicious files and web resources to the Virus Lab. You can also contact the
Virus Lab in case of false positives of Kaspersky Internet Security to files and web resources that you do not consider
dangerous.
You can also send requests to the Virus Lab from the page with the request form
(http://support.kaspersky.com/virlab/helpdesk.html) without being registered in My Kaspersky Account. On this page, you
do not have to specify the application activation code.
USING TRACE FILES AND AVZ SCRIPTS
After you notify Technical Support specialists of a problem, they may ask you to create a report that contains information
about your operating system, and send it to Technical Support. Technical Support specialists may also ask you to create
a trace file. The trace file allows tracing the process of performing application commands step by step and determining
the stage of application operation at which an error occurs.
After Technical Support specialists analyze the data that you have sent, they can create an AVZ script and send it to you.
Running AVZ scripts allows analyzing active processes for malicious code, scanning the system for malicious code,
disinfecting / deleting infected files, and creating reports on results of system scans.