Contacting Technical Support

Kaspersky Labs Technical Support Service is available to all registered users of Kaspersky Anti-Virus Personal in the following cases:

If the program seems to work improperly and errors are frequently encountered.
If Kaspersky Anti-Virus Personal detects a file possibly infected with a virus or a virus modification that contains critical data and the program denies access to this file. You need to continue working with this file.

In order to send a message to Kaspersky Labs Technical Support Service about any failures encountered during program operation:

    click Send question to technical support in the left section of the Support tab of the main application window.

The program will automatically create a new message using the default mail client program installed in your computer, for example, a Microsoft Outlook message. It will have a text file automatically attached to the message with a description of your system and all required data about your copy of Kaspersky Anti-Virus Personal. Provide a detailed description of the problem in the program operation that you encountered and send the message. Our technical consultants will try to respond to your request as soon as possible.

If Kaspersky Anti-Virus Personal quarantines a file that is possibly infected, you may wish to update the anti-virus databases and try to disinfect the object (for details see section Working with quarantined objects). However, if this attempt to disinfect the file fails and you urgently need this file, please feel free to send the file to Kaspersky Labs for expert analysis. The file may be infected with an unknown virus or it may be a false alarm situation.

	Attention! You may send files that you suspect to be infected to Kaspersky Labs only after you have scanned them using the anti-virus database current on the day you are sending the file.
	In order to send a file to Kaspersky Labs for expert analysis:

    select the file in the Quarantine window and click the Send button.

The program will automatically create and open a new message using the default mail client program installed in your computer, for example, Microsoft Outlook Express, with the possibly infected file attached. Send this message. Kaspersky Labs experts will carefully analyze the file you have sent and try to recover all data contained in this file. In any case, you will receive a detailed answer with the results of the analysis.

Note that each of the files you send must have been scanned with Kaspersky Anti-Virus« Personal maximum one day before you send it.

It may happen that even though Kaspersky Anti-Virus Personal does not detect any possibly infected files during the scan, you feel certain that one or several files in your computer are infected with a new virus. You can send such files to Kaspersky Labs for analysis.

In order to send files you suspect of being infected to Kaspersky Labs for expert analysis:

click Send file for analysis in the left section of the Support tab. Select suspicious files using a standard Windows file selection dialog box.

The subsequent steps, required to send a mail message to Kaspersky Labs are identical to the procedure of sending possibly infected objects from the Quarantine window.