This site is only for Avast Business products. For articles on AVG Business products, see AVG Business Help.

Using Avast Support Tool

This Article Applies to:

  • Avast Business Hub
  • Avast Business Cloud Console
  • Avast Business On-Premise Console
  • Avast Business CloudCare
  • Essential/Premium/Ultimate Business Security
  • Small Office Protection

 

Avast Support Tool is a diagnostic tool that checks your Antivirus software for common problems and can gather files to send to Business Technical Support as a reference for support representatives and engineers.

Running Support Tool on Windows

Versions With Built-In Tool

  1. Open your local client
  2. Navigate to Menu > Settings > General > Troubleshooting
  3. Scroll to the bottom, then click Send Logs
  4. Fill in the following details:
    • The email address you provided when you first contacted Avast Business Technical Support (by submitting a ticket or starting a chat) that is linked to your ticket
    • The Ticket ID you received after submitting your ticket
  5. Click Generate and wait until the tool finishes gathering the necessary data (may take several minutes)
    1. By default, the generated support file is automatically sent to Avast Business Support (if you are connected to the internet). You can change this setting by clicking Options and unchecking the box next to Automatically send to Avast.

Versions Without Built-In Tool

Some older versions of Avast Antivirus products do not have an option within the client UI to send support logs using this tool. If you do not find the option above, you will need to download the support tool yourself.

  1. Download the Avast Support Tool
  2. Run the Tool as Administrator and accept the license terms. The Tool will then gather information about your machine and our installed software
    • If the Avast Support Tool does not run automatically, click Start.
  3. Once the Support Tool has completed its scan, click Next
  4. Fill in the following details:
    • The email address you provided when you first contacted Avast Business Technical Support (by submitting a ticket or starting a chat) that is linked to your ticket
    • The Ticket ID you received after submitting your ticket
  5. Click Generate and wait until the tool finishes gathering the necessary data (may take several minutes)
    1. By default, the generated support file is automatically sent to Avast Business Support (if you are connected to the internet). You can change this setting by clicking Options and unchecking the box next to Automatically send to Avast.
  1. For future reference, note the File ID and its location on your PC. In your next communication with Avast Business Support, you can provide the support File ID to our support representatives
  2. Click Finish to complete the file submission to Avast Business Support

Submitting Support Packages Manually

If, for whatever reason, the upload of the support package to Avast servers fails, you can acquire the needed data manually from C:\Users\<UserName>\AppData\Local\AvastSupport and send it to Avast Business Support for analysis.

If the size of the gathered data exceeds 50MB, follow the process in Submitting Larger Files via FTP Server.

Running Support Tool on macOS

  1. Open the local client
  2. In the top menu, click Help
  3. Hover over Avast Technical Support, then click Generate Support Package
  1. Select Report a problem
  2. In the feedback field, describe the problem and, if applicable, enter your case/ticket number
  3. Enter your name and Avast registered email address in the designated fields
  4. 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 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/

If the size of the gathered data exceeds 50MB, follow the process in Submitting Larger Files via FTP Server.