Technical Support Reports

Collecting system information

1.Select a station or group of stations to create a report for.

2.Click Create a technical support report on the toolbar.

3.Confirm the start of report creation.

After starting report creation for a station or group of stations, the icon remains active. However, it is impossible for a station to run several reports at the same time. For a group, if you click the icon again, the report creation will be launched only for those stations where the creation of the previous report has been completed or stopped, other stations will ignore this command.

4.To view the status of the report creation, click Details. If report creation has been started or delayed, a message will appear containing a link to the Control Center section with a table which displays the progress of report creation and the files of created reports.

Viewing reports

Information about the status of report creation as well as the files of created reports are available in the table in the Anti-virus network → General → Technical support reports section.

The table can store several reports for the same station.

The table contains the following data:

•Identifier—station ID.

•Station—station name.

•Station address—station address.

•Report name—report file name.

•SHA-256 hash—hash value of the file (SHA-256 algorithm).

•Progress—progress (of report creation) in percent.

•State—state of report creation (Creating/Downloading/Done/Failed).

•Errors—error message.

•Starting time—report creation start time.

•Ending time—report creation end time.

The table does not store the state for pending reports (when Dr.Web Agent has not yet sent status information) or reports from stations that do not support this function.

The toolbar contains the following control elements:

• Create technical support report—start creating reports for the selected objects.

• Cancel—cancel report creation (available for reports with the Creating status).

• Delete—delete the selected report records from the table and the database (available for reports with the Done or Failed status). Once the records are deleted, the corresponding report files are deleted from Dr.Web Server after running the Purge old records action in the Administration → Database management section or a task with the corresponding action in the Dr.Web Server Task Scheduler.

• Download—download the report file (available for reports with the Done status).

The toolbar also allows you to export the technical support report data from the table in one of the following formats:

• Save data to CSV file,

• Save data to HTML file,

• Save data to XML file,

• Save data to PDF file.

Click the Refresh button to refresh the displayed report data.