Appendix C. Technical Support

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

2.See the Frequently Asked Questions section at

3.Browse the official Doctor Web forum at

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

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

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 the technical support. To do that, you can use a special utility included in the Dr.Web for UNIX Mail Servers distribution.

To collect the data for technical support, use the command:

# <opt_dir>/bin/

where <opt_dir> is a directory for Dr.Web for UNIX Mail Servers files, including executables and libraries (/opt/ by default for GNU/Linux). For details on conventions used for directories, refer to Introduction.

To collect all data required for technical support, we recommend that you launch the utility with superuser privileges (i.e. privileges of the root user). To elevate your privileges, log in as a different user with the su command or use the sudo command to execute the command on behalf of another user.

During operation, the utility collects and archives the following information:

OS data (name, architecture, result of the uname -a command);

list of packages installed to your system, including Doctor Web packages;

log contents:

Dr.Web for UNIX Mail Servers logs (if configured for separate components);

log of the syslog system daemon (/var/log/syslog, /var/log/messages);

log of a system package manager (apt, yum, etc.);

the dmesg log;

output of the commands: df, ip a (ifconfig -a), ldconfig -p, iptables-save, nft export xml;

information on settings and configuration of Dr.Web for UNIX Mail Servers:

list of downloaded virus databases (drweb-ctl baseinfo -l);

list of files from Dr.Web for UNIX Mail Servers directories and MD5 hash values of these files;

Dr.Web Virus-Finding Engine scan engine version and MD5 hash value;

configuration parameters of Dr.Web for UNIX Mail Servers (including contents of drweb.ini, rules, value files used in rules, Lua procedures, etc.);

user information and permissions retrieved from the key file, if Dr.Web for UNIX Mail Servers is running in the standalone mode.

An archive containing information on the product and its system environment will be saved to the home directory of the user that launched the utility. The file will be named as follows:<timestamp>.tgz

where <timestamp> is a full timestamp of creating the report, down to milliseconds, for example: 20190618151718.23625.