If you have a problem installing or using Doctor Web products, please try the following before contacting technical support:
•Download and review the latest manuals and guides at https://download.drweb.com/doc/.
•See the Frequently Asked Questions section at https://support.drweb.com/show_faq/.
•Browse the official Doctor Web forum at https://forum.drweb.com/.
If you haven't found a solution to your problem, you can request direct assistance from Doctor Web technical support specialists. Please use one of the options below:
•Fill out a web form in the appropriate section at https://support.drweb.com/.
•Call +7 (495) 789-45-86 (for customers in Moscow) or 8-800-333-79-32 (a toll-free line for customers within Russia).
For information on regional and international offices of Doctor Web, please visit the official website at https://company.drweb.com/contacts/offices/.
To facilitate processing of your issue, we recommend that you generate a data set for the installed product, its configuration, and system environment before contacting the technical support. To do that, you can use a special utility included in the Dr.Web for Linux distribution.
To collect the data for technical support, use the following command:
# /opt/drweb.com/bin/support-report.sh |
|
To collect all data required for technical support, we recommend that you launch the utility with superuser privileges (i.e. privileges of the root user). To elevate your privileges, log in as a different user with the su command or use the sudo command to execute the command on behalf of another user. |
During operation, the utility collects and archives the following information:
•OS data (name, architecture, result of the uname -a command);
•List of packages installed to your system, including Doctor Web packages;
•Log contents:
oDr.Web for Linux logs (if configured for separate components);
olog of the syslog system daemon (/var/log/syslog, /var/log/messages);
olog of a system package manager (apt, yum, etc.);
othe dmesg log;
•Output of the following commands: df, ip a (ifconfig -a), ldconfig -p, iptables-save, nft export xml.
•Information on settings and configuration of Dr.Web for Linux:
olist of downloaded virus databases (drweb-ctl baseinfo -l);
olist of files from Dr.Web for Linux directories and MD5 hash values of these files;
oDr.Web Virus-Finding Engine scan engine version and MD5 hash value;
oconfiguration parameters of Dr.Web for Linux (including contents of drweb.ini, rules, value files used in rules, Lua procedures, etc.);
ouser information and permissions retrieved from the key file, if Dr.Web for Linux is running in the standalone mode.
An archive containing information on the product and its system environment will be saved to the home directory of the user that launched the utility. The file will be named as follows:
drweb.report.<timestamp>.tgz |
where <timestamp> is a full timestamp of creating the report, down to milliseconds, for example: 20190618151718.23625.