How to create a Support Package from Industrial Firewall?

This article explains how to gather the diagnostic System Log bundle that OPSWAT Support requires when troubleshooting MetaDefender Industrial Firewall. MD‑IF‑4P does not generate a regular “Support Package” as other OPSWAT appliances perform; instead, the System Log export must be used. To do so, please follow the following steps:

To gather the logs, please perform the following:

1. Sign in to the management console Open a browser and navigate to https://<management‑IP> (replace with the actual address). Log in with a Administrator account.

2. Open the System Log screen From the navigation pane, select System Log. The System Log page appears, displaying the most recent events generated by the appliance.

3. (Optional) Filter the displayed events Use the toolbar on the System Log page to narrow the view by date range, severity, subsystem, or text search. Filtering is helpful for verification, but all events are included in the exported bundle regardless of on‑screen filters.

4. Export the System Log bundle Click Actions ▸ Export (firmware ≤ 4.1) or Download (firmware ≥ 4.2). The firewall compresses the log database and related diagnostic files into an archive, then prompts you to save it locally. On busy appliances, the export process may take up to one minute.

5. Verify the archive Confirm that the downloaded file size is greater than 0 KB and that the timestamp in the filename matches the time you initiated the export. Do not modify or extract the archive.

6. Attach the file to your support ticket Upload the .gz file to your existing OPSWAT Support case. If the network is air‑gapped, copy the archive to removable media and transfer it to a workstation with Internet access.