Appendix 2. Troubleshooting Actions

In case you experience problems while using or installing Dr.Web for Qbik WinGate contact Dr.Web Technical Support.

To help you to fix the problems as soon as possible, please provide to the Doctor Web specialists the full information on the problem. You can review the recommendations listed below. This information should be sent with your request to the Technical Support or to the Dr.Web Bug Tracker system.

Recommendations

1.Save the configuration file drweb32.ini with Dr.Web for Qbik WinGate settings which is located in program installation folder (by default, %ProgramFiles%\DrWeb for Qbik WinGate).

2.Save the report file with system information in the .nfo format. To do this:

•Run the msinfo32 command from the Start -> Run menu.

•Select File -> Save.

•Enter the file name and click OK.

3.Save the Application and System logs in the .evt format. To do this:

•Run the eventvwr command from the Start -> Run menu.

•Right-click the Application/System log and select Save log file as.

•Enter the file name and select the Event Log (.evt) file type, then click Save.

4.If the problem persists, enable the Dr.Web debug log end reproduce the problem. Then you can disable the debug log. By default, the text debug log file drwebforwingate.log is created in the %ProgramFiles%\DrWeb for Qbik WinGate\ folder.

If you experience problems on the program installation or removal:

1.Include the version of the Dr.Web for Qbik WinGate installation file you experience problems with (e.g., 5.00.2.02190). To view the installation file version do the following:

•Find the Dr.Web for Qbik WinGate installation file in Windows Explorer (e.g., drweb-6.0.2-av-qbikwingate-windows-x86.exe).

•Right-click the installation file name end select Properties.

•In the Properties window open the Version tab and select Product version.

2.Verify the digital signature of the Dr.Web for Qbik WinGate installation file. To do this:

•Find the Dr.Web for Qbik WinGate installation file in Windows Explorer (e.g., drweb-6.0.2-av-qbikwingate-windows-x86.exe).

•Right-click the installation file name and select Properties.

•In the Properties window open the Digital signatures tab, then select the digital signature in the list and click Details.

•The Digital Signature Details window should contain an inscription "This digital signature is OK". If this inscription is missing, try to reload the installation file from the Doctor Web server and repeat the digital signature verification procedure.

3.Attach the drweb-qbikwingate-setup.log file located in the temporary folder. To do this:

•Open the temporary folder %Temp% from the Start -> Run menu and copy the drweb-qbikwingate-setup.log file.

4.Attach the following information on the license key file:

•Applications, Created and Expired parameters' values. Example:

Applications=Update, Scheduler, WinGatePlugin

Created=2010-01-05 (12:00) UTC

Expires=2010-07-05 (12:00) UTC

•The [Settings] section. Example:

FileServer=No

InetGateway=No

SpamFilter=No

LotusSpamFilter=No

EmailAddresses=Unlimited

TrafficLimit=Unlimited