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 command in the docker folder within the installation folder (by default: C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker)
PowerShell
PS> .\mdss.ps1 -u export_logs
Command Prompt
C:\> powershell.exe -File
"C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1"
-u export_logs
A support package contains essential information regarding the operating system and OPSWAT software found on the machine.
The log archive 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.