Using the Avast Support Tool

This Article Applies to:

  • Avast Business Hub
  • Avast Business Cloud Console
  • Avast Business On-Premise Console
  • Avast Business CloudCare
  • Avast Business Antivirus
  • Small Office Protection

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

Running the Support Tool

  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. By default, support files are sent to Avast servers. You can change this setting by clicking Options and unchecking the box next to Automatically send to Avast.
  6. Click Generate to allow the tool to gather the necessary files. This may take several minutes, and the support file is automatically sent to Avast Business Support if you are connected to the internet
  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

Support File Location

If, for whatever reason, your Support Tool file does not automatically upload to Avast servers, you can find it on your local device and then follow the process in Submitting Larger Files via FTP Server.

File location: C:\Users\<UserName>\AppData\Local\AvastSupport

MacOS Support Tool

  1. Open the local Avast Business Antivirus (or Small Office Protection) client on the end device
  2. In the top menu, click Help
  3. Hover over Avast Technical Support, then click Generate support package
  4. If applicable, enter your case/ticket number in the feedback box
  5. Enter your Avast registered email address and your name
  1. With the support package tool open, open a terminal session to copy the support package:
    1. cd /tmp/com.avast.supportpkg/
    2. use the ls command to find the name of the support package
    3. copy and paste the package to the desktop: cp Users/%username%/tmp/com.avast.supportpkg/%support package name%/ /Users/%username%/Desktop
  2. Click Submit feedback

You can attach the support package to a reply email, open a case by contacting Business Technical Support, or open a chat with a support agent via the Chat option in the Business Hub.