If I have an issue with MetaDefender Core, what information does OPSWAT need in order to quickly troubleshoot my case?

In order to speed up the troubleshooting process of an issue, you should log a ticket with a summary of your issue and attach MetaDefender Core debug information to that ticket. This information is important when troubleshooting scanning-related issues for MetaDefender Core.

You can collect MetaDefender Core debug information two ways: either via a web-based GUI or using CLI.

Method 1: Web-based GUI

  1. Open a browser and navigate to the MetaDefender Core Management Console (http://localhost:8008/management).

  2. Go to the Logs tab

  3. On the right-hand side of the page, select Download > Verbose Log.

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  4. Save the zip file (Metascan_Debug[...].zip) with the log files.

  5. Attach Metascan_Debug[...].zip to your ticket using the Submit Large Files button.

Method 2: Using CLI

  1. Open a command prompt.

  2. Change the directory to the one where MetaDefender Core is installed (e.g., cd "c:\program files\OPSWAT\MetaDefender Core").

  3. Enter the debug command: omsDebugTool.exe all

  4. Locate Metascan_Debug[...].zip in the directory where MetaDefender Core is installed.

  5. Attach Metascan_Debug[...].zip to your ticket using the Submit Large Files button.

If your issue appears only when MetaDefender Core is called by your application, also attach a code snippet including the line where the MetaDefender Core API is called and describe what is expected and what is returned.

This article applies to MetaDefender Core v3
This article was last updated on 2017-12-21
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