Appendix B. Collect Information for Troubleshooting

In case you experience problems while using or installing Dr.Web for Kerio MailServer contact Dr.Web Technical Support.

To help you to fix the problems as soon as possible, please provide to the Doctor Web specialists the full information on the problem. You can review the recommendations listed below. This information should be sent with your request to the Technical Support.

Recommendations

1.Save the report file with system information in the .nfo format. To do this:

•Run the msinfo32 command from the Start -> Run menu.

•Select File -> Save.

•Enter the file name and click OK.

2.Include the full version of Kerio mail server (e.g., 6.7 build 6399). To view the version the mail server do the following:

•Open the Control Panel and select Add or Remove Programs.

•In the Add or Remove Programs window select Kerio MailServer/Kerio Connect.

•Click the link Click here for support information. A window containing the product information will open. The full product version is also indicated in this window.

3.Save the Application and System logs in the .evt format. To do this:

•Run the eventvwr command from the Start -> Run menu.

•Right-click the Application/System log and select Save log file as.

•Enter the file name and select the Event Log (.evt) file type, then click Save.

4.If the problem persists, enable the Dr.Web debug log end reproduce the problem. Then you can disable the debug log. By default, the program debug log is created in the %ProgramFiles%\DrWeb for Kerio MailServer\DrWebForKMS.log folder.

5.Include the Dr.Web update log. To do this:

•Copy the drwebupw.log file from the %AllUsersProfile%\Application Data\Doctor Web\Logs\ folder.

6.If Dr.Web for Kerio MailServer is installed and operates on a virtual machine, include the full version of the virtualization system and the report file with system information (.nfo) on the host virtual machine.

If you experience problems on the program installation or removal:

1.Include the version of the installation file you experience problems with (e.g., 6.00.0.07120). To view the installation file version do the following:

•Find the program installation file in Windows Explorer (e.g., drweb-KerioMailServer-602-windows-nt-x86.exe).

•Right-click the installation file name end select Properties.

•In the Properties window open the Version tab and select Product version.

2.Verify the digital signature of Dr.Web for Kerio MailServer installation. To do this:

•Find the program installation file in Windows Explorer (e.g., drweb-KerioMailServer-602-windows-nt-x86.exe).

•Right-click the installation file name and select Properties.

•In the Properties window open the Digital signatures tab, then select the digital signature in the list and click Details.

•The Digital Signature Details window should contain the string "This digital signature is OK". If this string is missing, try to reload the installation file from the Doctor Web server and repeat the digital signature verification procedure.

3.Attach the drweb-kerio-setup.log file located in the temporary folder. To do this:

•Open the temporary folder %Temp% from the Start -> Run menu and copy the drweb-kerio-setup.log file.

4.Attach the following information on the license key file:

•Applications, Created and Expired parameters' values. Example:

Applications=Update, Scheduler, KerioPlugin

Created=2010-01-05 (12:00) UTC

Expires=2010-07-05 (12:00) UTC

•The [Settings] section. Example:

MailServer=Yes

FileServer=No

InetGateway=No

SpamFilter=No

LotusSpamFilter=No

EmailAddresses=Unlimited

TrafficLimit=Unlimited