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How to Troubleshoot Kaspersky Internet Antivirus

written by: Marziyya S Malik •edited by: Bill Fulks•updated: 6/24/2011

Kaspersky Antivirus has some known issues that can often cause system freezes or frequent errors. If this is the case with your computer, here are some general tips for you to resolve the errors.

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    When switching from Kaspersky 2010 version to 2011, you may get confused by many new features and the modified interface. In some ways, the 2011 version of Kaspersky Antivirus works slightly different, which is why you may need to sometimes troubleshoot the causes of any problems. In this guide, we'll cover some commonly known errors and their fixes.

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    Enable Installation and Uninstallation Tracing

    If you are encountering an error during the installation or uninstallation process of Kaspersky Lab home software, you must get the tracing for a proper diagnosis. When you install or uninstall a Kaspersky Lab home product, it automatically creates a log file in the folder: “C:\Windows\Temp or C:\Documents and Settings\<profile name>\LocalSettings\Temp" with the names kl-install-yyyy-mm-dd-hh-mm-ss.log and kl-setup-yyyy-mm-dd-hh-mm-ss.log.

    In order to search the software’s tracing file, go to the “Start" menu, and click “Run." Then type “%TEMP%" in the “Open" field, and hit the Enter key.

    The Temp Folder 

    Now go to the open window of “%TEMP%" folder and look for a file named as “kl-install-<setup date>-<setup time>.log"

    In case the product log was not generated automatically, you must enable it manually by downloading the “MSI_log.zip" file and running the “MSI_log_on.reg" file. Once the program has been installed, reproduce the problem that was occurring earlier and deliberately cause the installation/uninstallation error.

    Cause the Error 

    As a result, the text file will be generated as the installer’s log and will save in the “Temp" folder of your system. Once done, run the “MSI_log_off.reg" file and hit the Enter key. The tracing log will be disabled.

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    “Kaspersky Antivirus 2011 has Detected and Disinfected Malware" Notifications

    The Erroneous Banner Message 

    If the banner on the program window still shows the message that malware was detected, you need to restart the program following these steps:

    1. Right-click the small “Kaspersky" icon on the bottom right corner of the screen.
    2. Click “Exit."
    3. Go to “Start" > “All Programs" > “Kaspersky Antivirus 2011" > “Kaspersky Antivirus 2011."

    The banner will be gone by the time you restart the program.

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    Internet Images and Text Showing Incorrectly

    After you install Kaspersky 2011, there is a chance that some pages on your Web browser may not display correctly or you may notInternet Images not Showing Correctly  see some images. In that situation, follow these steps:

    1. Right-click the Kaspersky icon from the task bar and select “Settings."
    2. Click “Advanced Settings" > “Self Defense."
    3. Uncheck the “Enable Self Defense" box.
    4. Click “OK" and exit the application window.
    5. Go to “C:\root" directory, and make a folder named as “http_packets".
    6. Go to the application interface and enable “Tracing Notify (500)."
    7. Go to the archive “HTTP_panzl11.zip" and run the “trace_httpanlz.reg" file.
    8. Right-click the Kaspersky icon from the taskbar, and click “Exit." Open it again by going to “Start" > “All Programs" > “Kaspersky Antivirus 2011."
    9. Go to “Settings" by right-clicking the program’s icon.
    10. Click “Advanced Settings" > “Manage Settings" > “Save."
    11. Open your Web browser, and launch the website that was causing problems earlier.
    12. Create a screenshot of the problem image/text, and exit the browser.
    13. Save all the files to an archive from the folder “C:\http_packets" and give it a unique name. Delete all existing files from the “C:\http_packets" folder.
    14. Run the “trace_httpanlz_OFF.reg" file, which you can find from HTTP_panzl11.zip.
    15. Disable tracing and use Kaspersky’s built-in utility to get a report about system state. You can use your Kaspersky Account to send all the information along with description to Kaspersky Lab Technical Support.

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    Backup or Defragmenter Interference

    According to Kaspersky, its recommended not to use programs that work with the array of files at the same time such as backup programs and defragmentation programs since these programs can alter the internal file attributes. As a consequence of co-work, you may encounter a delay or “freeze" during the process.

    You must switch off the real time monitoring while your hard drive is being defragged. Since your computer will, during this time, be vulnerable to external threats, its strongly recommended that you disconnect it from the Internet or LAN.

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    Why is the Kaspersky Lab Folder So Big?

    Disabling the Tracing After updating to Kaspersky Antivirus 2011, you may be surprised to see that the folder’s size goes up in gigabytes, hence taking up substantial space on the hard drive. In that case, open the folder and see if there are many files with a “.LOG" extension. If so, the application’s tracing is enabled, which you can easily disable by following these steps:

    1. Right-click the application icon from the task bar, and expand its window.
    2. Click “Support" > “Support Tools" > “Information for Technical Support Services" > “Disable."
    3. Click the “Close" button" and close the main application.

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    References

    Kaspersky Lab Technical Support. (2011). Kaspersky Anti-Virus 2011. Retrieved from: http://support.kaspersky.com/kav2011/error

    Image Credit: Kaspersky Website