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If errors occur or Lotus Domino server crashes after installation or during operation of Dr.Web for IBM Lotus Domino, it is necessary to make sure that it was caused by the plug-in. To do this, either remove the plug-in (see Removing Dr.Web for IBM Lotus Domino) or disable its virus-detection components (see How to disable virus-detection features?). Once this is done, Dr.Web for IBM Lotus Domino will not affect the operation of Lotus Domino server, so if problems persist then they are not caused by the anti-virus plug-in. In case Dr.Web for IBM Lotus Domino did cause errors, it is necessary to collect as much information as possible before contacting technical support service (see Technical Support).
To collect necessary information:
| 1. | Install Dr.Web for IBM Lotus Domino if it is not installed. |
| 3. | Start the Lotus Domino server. |
| 4. | Open notes.ini configuration file of the Lotus Domino server. |
| 5. | Add DrWebDebugLog=5 parameter in notes.ini file. |
| 6. | Save changes and close notes.ini file. |
| 7. | Open the Lotus Domino server console window. Run the sh server command and save its result. |
| 8. | Make sure that NSD (Notes System Diagnostics) launch is enabled: |
| • | Start the Domino Administrator client and open the Configuration tab, then click Server -> Current server document -> Basics -> Fault Recovery. Check that the Run NSD To Collect Diagnostic Information parameter is enabled. |
| 9. | Stop the Lotus Domino server. |
| 11. | Start the Lotus Domino server. |
| 12. | Repeat all the actions which lead to errors or server crash as accurately as possible. |
When contacting the technical support service concerning errors or server crashes caused by Dr.Web for IBM Lotus Domino, it is necessary to provide the following information:
| • | Last few NSD logs (which are saved to the \Lotus\Domino\DATA\IBM_TECHNICAL_SUPPORT\ folder every time Lotus Domino server crashes). |
| • | Dr.Web для IBM Lotus Domino event logs (which are stored in hte \Lotus\Domino\Data\DrWeb\Log folder). |
| • | Result of the sh server in the server console. |
| • | The System and Applications sections (preferably in .evt format) of Windows Event Viewer. |
| • | Details of the OS. To save information on the OS, do the following: |
| 2. | Enter msinfo32 and click OK |
| 3. | Click File -> Save and save details of the OS to the nfo-file. |
| • | Dr.Web components' versions: Monitor, Scanner, Hook, Anti-Spam, Scan Client. You can find this information: |
| • | In the About Dr.Web for IBM Lotus Domino section which can be accessed via the top item in the hierarchical menu of the Administrator Console |
| • | In Lotus Domino server console when server starts |
| • | In ndrwebhook.dll, ndrwebscanner.exe, ndrwebmonitor.exe, vrcpp.dll, dwenine.exe files properties, using Windows Explorer. Files location is described in Post-installation Review |
Attach all required information when contacting Dr.Web Technical Support.
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