7.2 Troubleshooting for Windows systems

Installation issues

If the installation does not successfully complete please open a support case with the following files from C:\Users\<user>\AppData\Local\Temp

  • MetaDefender_for_Secure_Storage_<date>.log

  • MetaDefender_for_Secure_Storage_<date>_000_MetaDefenderForSecureStorage.log

  • MetaDefenderForSecureStorage_Install.log

Generating support package

Before you begin, please run the following command in an elevated PowerShell to allow the utility script (mdss.ps1) script to be executed

PS> Set-ExecutionPolicy RemoteSigned

In order to generate a support package please run the following commands in the docker folder within the installation folder (by default: C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker)

PowerShell

PS> .\mdss.ps1 -u support_package

For more advanced users we offer the following commands:

PS> .\mdss.ps1 -u export_logs

This will save the logs of the containers

PS> .\mdss.ps1 -u export_info

This will run some testes and gather info about your system.

PS> .\mdss.ps1 -u export_settings

This command will save the relevant setting from your MDSS instance.

In addition, we offer the option to export your database if you need to use it for migration or debugging purposes.

PS> .\mdss.ps1 -u export_db

Command Prompt

C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u support_package

For more advanced users we offer the following commands:

C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u export_logs
C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u export_info
C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u export_settings
C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u export_db

The archives will be created in the installation folder C:\Program Files\OPSWAT\MetaDefender for Secure Storage.

Advanced troubleshooting

In order to troubleshoot please run [command] -log_level 7 where the command is the command that has an issue.

For example, if MetaDefender for Secure Storage cannot be started please run the following command:

PowerShell

PS> .\mdss.ps1 -c start -log_level 7

The logs will be saved in the Logs folder found in the installation location: C:\Program Files\OPSWAT\MetaDefender for Secure Storage\Logs.