If you have a problem installing or using Doctor Web products, please try the following before contacting technical support:
1.Download and review the latest manuals and guides at https://download.drweb.com/doc/.
2.See the Frequently Asked Questions section at https://support.drweb.com/show_faq/.
3.Browse the official Doctor Web forum at https://forum.drweb.com/.
If you haven't found a solution to your problem, you can request direct assistance from Doctor Web technical support specialists. Please use one of the options below:
1.Fill out a web form in the appropriate section at https://support.drweb.com/.
2.Call +7 (495) 789-45-86 (for customers in Moscow) or 8-800-333-79-32 (a toll-free line for customers within Russia).
For information on regional and international offices of Doctor Web, please visit the official website at https://company.drweb.com/contacts/offices/.
To facilitate processing of your issue, we recommend that you generate a data set for the installed product, its configuration, and system environment before contacting our technical support. To do that, you can use a special utility included in Dr.Web for UNIX Mail Servers.
To collect data for our technical support, run the following command:
# <opt_dir>/bin/support-report.sh <path to file> |
where:
•<opt_dir>—directory in which main files of Dr.Web for UNIX Mail Servers are stored, including executable files and libraries (by default, /opt/drweb.com for GNU/Linux);
•<path to file>—path to an archive in the .tgz format to which the debugging information about the product and the system environment will be written, for example, /tmp/report.tgz. Already existing files will not be rewritten. If the path is not specified, the archive will be stored in the directory of the superuser who started the utility (for example, /root) and will be named as follows:
drweb.report.<timestamp>.tgz |
where <timestamp> is a full timestamp of creating the report, down to milliseconds, for example: 20190618151718.23625.
For details on conventions used for directories, refer to the section Introduction.
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The utility for collecting data for our technical support must be run with superuser (root) privileges. To get superuser privileges, run the su command to change the user or the sudo command to run software as another user. |
During operation, the utility collects and archives the following information:
•information about your OS (name, architecture, output of the uname -a command);
•list of packages installed on your system, including Doctor Web packages;
•log contents:
oDr.Web for UNIX Mail Servers logs (if configured for separate components);
olog of the syslog system daemon (/var/log/syslog, /var/log/messages);
olog of a system package manager (apt, yum, etc.);
odmesg log;
•output of the following commands: df, ip a (ifconfig -a), ldconfig -p, iptables-save, nft export xml.
•information about settings and configuration of Dr.Web for UNIX Mail Servers:
olist of downloaded virus databases (drweb-ctl baseinfo -l);
olist of files from Dr.Web for UNIX Mail Servers directories and MD5 hash values of these files;
oDr.Web Virus-Finding Engine version and MD5 hash value;
oinformation about the user and permissions retrieved from the key file, if Dr.Web for UNIX Mail Servers is not running in a centralized protection mode.