Contacting Technical Support

Kaspersky Lab's Technical Support is available to all registered users of Kaspersky Anti-Virus in the following cases:

If the application seems to work improperly and errors are frequently encountered.
If Kaspersky Anti-Virus detects a suspicious file that contains critical data and the application denies access to it, while you need to continue working with the file.

To send a message to Kaspersky Lab's Technical Support about any failures encountered during application operation:

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

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

If Kaspersky Anti-Virus 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 Lab 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 Lab only after you have scanned them using the anti-virus database current on the day you are sending the file.
	To send a file to Kaspersky Lab for expert analysis:

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

The application 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 suspicious file attached. Send this message. Kaspersky Lab will analyze the file you have sent and try to recover all data it contains. Whatever the outcome of the recovery, you will receive a detailed report with the results of the analysis.

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

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

In order to send files you suspect of being infected to Kaspersky Lab 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 Lab are identical to the procedure of sending possibly infected objects from the Quarantine window.