5.1 How to create support package

A support package contains essential information regarding the operating system and OPSWAT software found on the machine.

Security and privacy concerns

The contents of the generated package may contain sensitive information that may require special handling.

Linux

To create a package you must start the script found under /usr/bin/mdicapsrv-collect-support-data.sh.

As the script processes the necessary information, the script generates the support package output.

The package files is a tar.gz archive with the following name:

mdicapsrv-<VERSION>-support-<TIMESTAMP>.tar.gz

Where the timestamp is the date when the package was generated.

Example:

mdicapsrv-4.2.0-support-1439983514.tar.gz

The generated package will be placed in the same location as the script that was called.

Windows

To create a package you must start the script found under the installation directory of the product, default this is C:\Program Files\Metadefender ICAP Server\mdicapsrv-collect-support-data.bat.

As the script processes the necessary information, the script generates the support package output.

The package files is a zip archive with the following name:

mdicapsrv-<VERSION>-support-<TIMESTAMP>.zip

Where the timestamp is the date when the package was generated.

Example:

mdicapsrv-4.2.0-support-1439983514.zip

The generated package will be placed in the same location as the script that was called.

Content of the created package

The support package contains the following elements:

Relative path

Type

Description

config

directory

The configuration files of OPSWAT software found on the machine

config/config.copy

file (binary)

Config database without user data

log

directory

The log files of OPSWAT software found on the machine

os.info

file (text)

Operating system information

hw.info

file (text)

Hardware information

network.info

file (text)

Network information

files.info

file (text)

OPSWAT software directory information

You are recommended to check the content of the generated package to make sure it does not contain any confidential information.