Creating Support Packages

To ensure optimal support from OPSWAT®, you can create a support package from the MetaDefender Managed File Transfer™ user interface. This package includes essential information about the operating system and OPSWAT® software installed on the machine.

Generating the Package via Command Line Interface (CLI)

You can also generate the support package using the GenerateSupportFiles command line tool located in the product's installation directory. Default path: "C:\Program Files\OPSWAT\MetaDefender Managed File Transfer\Services\GenerateSupportFiles.exe."

Refer to the examples below for usage instructions.

The CLI tool can be run even if MetaDefender Managed File Transfer™ services or the database server are not running. However, without the database server, the support package will lack key information.

Command Line Parameters

ParameterDescription
--OutputFolder(Required) Move the support package to this folder after creation
--IncludeDbDumpInclude a backup of the database in the support package. Including a database dump can significantly increase the size of the resulting archive
--IncludeTelemetryInclude telemetry data in the support package
--PasswordCreate a password-protected support package with this password

Examples

Example 1: Create a support package to a specified folder

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Output

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Example 2: Create a support package with Telemetry

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Example 3: Create a support package with DbBackup

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Generating the Package Through the User Interface (UI)

Administrator privileges are required.

To generate a support package from the web interface:

  1. In the top-right corner of the screen, open the User Info menu.
  1. Click "Contact Support"
  2. Enter a password to-protect the archive
  3. (Optional) Check "Include database dump" if you want to include a database dump. Note: including a database dump can significantly increase the size of the package.
  4. Click "Export packages" to download the package

Content of the Support Package

The support package contains the following elements:

  • Config

    • MetaDefender Managed File Transfer™ service configuration files
    • nginx configuration files

  • DbDebug

    • Database statistics

  • Environment

    • System information
    • Network information

  • EventLog

    • Windows event logs (errors only)

  • Localization

    • Default localizations
    • Custom localizations

  • Logs

    • MetaDefender Managed File Transfer™ service log files
    • MetaDefender Managed File Transfer™ tool log files

  • MsiInstallLog

    • MSI installation logs for MetaDefender Managed File Transfer™
    • MSI installation logs for installed dependencies

  • InstallLog

    • MetaDefender Managed File Transfer™ install log files

  • Registry

    • Registry keys relevant for product_name

  • Services

    • File version info for MetaDefender Managed File Transfer™ files

  • Storage

    • Local MetaDefender Managed File Transfer™ file storage metrics

  • Telemetry (Optional)

    • Telemetry data

  • DbBackup (Optional)

    • Database backup
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On This Page
Creating Support PackagesGenerating the Package via Command Line Interface (CLI)Command Line ParametersExamplesGenerating the Package Through the User Interface (UI)Content of the Support Package