What to do when errors occur?

If errors occur or Lotus Domino server crashes after installation or during the operation of Dr.Web for IBM Lotus Domino, make sure the error was caused by the plug-in. To do this, uninstall the plug-in or disable its components (see How to disable virus-detection features?). Once this is done, the plug-in will not affect the operation of the Lotus Domino server. If the issue persists, it will mean it was not caused by the plug-in. However, if Dr.Web for IBM Lotus Domino did cause the errors, you need to collect as much information as possible before contacting technical support (see technical support).

To collect the necessary information

1.Install Dr.Web for IBM Lotus Domino if it has been uninstalled.

2.Disable virus-detection features of the plug-in (see How can I disable virus detection?).

3.Open the notes.ini configuration file of the Lotus Domino server.

4.Add DrWebDebugLog=5 parameter in the notes.ini file.

5.Start the Lotus Domino server.

6.Open the Lotus Domino server console window. Run the sh server command and save its result.

7.Make sure that the NSD (Notes System Diagnostics) launch is enabled:

1.)Start the Domino Administrator client and open the Configuration tab.

2.)Select Server → Current server document → Basics → Fault Recovery.

3.)Make sure that the Run NSD To Collect Diagnostic Information parameter is enabled.

8.Stop the Lotus Domino server.

9.Enable loading of the plug-in (see How can I disable virus detection?).

10.Start the Lotus Domino server.

11.Repeat all the actions which lead to errors or server crash as accurately as possible.

When contacting technical support concerning errors or server crashes caused by the plug-in, it is necessary to provide the following information:

•the latest NSD logs (saved to the \Lotus\Domino\DATA\IBM_TECHNICAL_SUPPORT\ directory every time Lotus Domino server crashes);

•plug-in logs (saved to \Lotus\Domino\DATA\DRWEB\Log);

•result of the sh server command in the server console;

•the System and Applications sections (preferably in the .evt format) of Windows Event Viewer;

•the OS data. To save information on the OS, do the following:

1.)Click Start → Run.

2.)Enter msinfo32 and click OK.

3.)Click File → Save and save details of the OS to the NFO file.

•versions of plug-in components: Monitor, Scanner, Hook, Anti-spam, Scan Client. You can find this information:

▫in the About Dr.Web for IBM Lotus Domino section that can be accessed from the top item in the hierarchical menu of the Administrator Console;

▫in the Lotus Domino server console, when the server launches;

▫in the ndrwebhook.dll, ndrwebscanner.exe, ndrwebmonitor.exe, vrcpp.dll, and the dwenine.exe files that can be accessed via the Windows Explorer. See the location of files in the Installation Check section.

Attach all required information when contacting Doctor Web technical support.