Creating and Sending Support Packages

 

This article describes the process of generating support packages locally, using Avast Support Tool. If your devices are managed by the Business Hub or CloudCare console, you can also generate support files remotely. To do so, refer to the instructions provided in Creating and Sending Support Packages if you are using the Business Hub or Creating Support Packages if you are using the CloudCare console.

 

Avast Support Tool is a diagnostic tool that checks your Antivirus software for common problems, then automatically generates a support package from the gathered data and sends it to Avast Business Support for analysis.

This tool comes as a built-in feature with your Essential/Premium/Ultimate Business Security or Small Office Protection. To run it:

1. Open the local client
2. In the top menu, click Help
3. Hover over Avast Technical Support, then click Generate Support Package

4. Select Report a problem
5. In the feedback field, describe the problem and, if applicable, enter your case/ticket number
6. Enter your name and Avast registered email address in the designated fields
7. Click Send

Once the support package has been sent, you will see a confirmation message on the screen. To finish, click Done.

Submitting Support Packages Manually

If, for whatever reason, the automatic upload of the support package to Avast servers fails, you can acquire the needed data manually and send it to Avast Business Support for analysis.

Our support agents will need the system log (/var/log/system.log), as well as the contents of the following folders:

• /Library/Logs/AvastBusinessAgent/

• /Library/Application Support/Avast Business Agent/

• /Library/Logs/Avast/

• /Library/Application Support/Avast/

Once you have gathered the required data, please upload it to our FTP server (see Uploading Files to Avast FTP Server), then provide the name of the uploaded file to our Business Support so the agents can locate it on the server.