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Creating Support Packages

This Article Applies to:

  • Avast Business CloudCare

This process is only available for Windows devices at this time.


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.

For information on how to create a support package locally on end devices, see Creating and Sending Support Packages (Windows) and Creating and Sending Support Packages (macOS).

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

Generating Support Packages

  1. If necessary, select a customer from the customer drop-down menu
  2. Navigate to the Devices tab
  3. Click the name of the device to see Device Details
  4. Click Generate support package

Wait while the package is created, which may take some time.

Viewing Package Details

Once your package has been generated and sent via the Console, you will need to provide the file name to Business Technical Support so they can locate the file within the servers.

You can view the package name in Device Details.