Creating and Sending Support Packages

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UPDATE: As of 19 October 2026, two-factor authentication (2FA) is required for all CloudCare partner, self-managed, and distributor users. As part of this enforcement, 2FA was reset for all users, so you must complete a new setup the next time you log in, even if you previously had 2FA enabled.
This is expected behavior and does not indicate an issue with your account. The new setup uses an updated MFA solution with improved security, so your previous 2FA enrollment cannot be reused.
Thank you for your cooperation in completing this security update. Please contact us if you need assistance.

 

Users of Avast Business CloudCare now have the option to generate and send a support package for one or more devices directly from the console (as long as the devices have Agent version 4.23 or higher). This support package is used by our support analysts to troubleshoot any issues with the device.

Generating support packages via the console is available for Windows devices only. For macOS devices, please generate packages locally (see Creating and Sending Support Packages).

Before generating a support package, we recommend Enabling Debug Logging for Antivirus.

 

To create a support package and send it to our Business Support team via your console:

1. Navigate to the Devices tab
2. Locate the device for which you want to generate the support package, then click the device to open its Device Details page
3. In the Device Information section, click the Generate support package button

Once your package has been generated and sent, you will need to provide the file name to the Business Support agents so they can locate the file within the servers. This information will be automatically generated and shown in Device Information.