This article applies to all Email Gateway Security releases deployed on Windows systems.
Scenario:
You may encounter the error "A subdirectory or file info already exists." when running the script mdemailsecurity-collect-support-data.bat, as shown in the image below, even if you have administrative privileges.
Root Cause:
When the script runs, it creates temporary folders named "info", "config", and "log". However, these folders may already exist from a previous run.
Resolution
If you encounter this issue, follow the instructions below.
Step 1: Open Command Prompt (CMD) with administrative privileges.
Step 2: Navigate to the Email Gateway Security directory using the command below.
cd C:\Program Files\OPSWAT\MetaDefender Email Security
Step 3: Run the batch script mdemailsecurity-collect-support-data.bat. This script will force the creation of a new support package regardless of whether old temporary folders exist, and it will clean up any existing folders.
If Further Assistance is required, please proceed to log a support case or chatting with our support engineer.