Troubleshooting for Windows systems

Installation issues

If the installation does not successfully complete please open a support case with the following files from C:\Users<user>\AppData\Local\Temp

• MetaDefender_for_Secure_Storage_<date>.log
• MetaDefender_for_Secure_Storage_<date>_000_MetaDefenderForSecureStorage.log
• MetaDefenderForSecureStorage_Install.log

Applying settings

Whenever a change has been made to any configuration file in the installation directory (by default C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker), MDSS should be restarted using the utility script (mdss.ps1) in order for all the changes to be applied.

To restart MDSS first run the stop command:

.\mdss.ps1 -c stop

And then run the start command:

.\mdss.ps1 -c start

Generating support package

Before you begin, please run the following command in an elevated PowerShell to allow the utility script (mdss.ps1) to be executed

PS> Set-ExecutionPolicy RemoteSigned

In order to generate a support package please run the following commands in the docker folder within the installation folder (by default: C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker)

PowerShell

PS> .\mdss.ps1 -u support_package

For more advanced users we offer the following commands:

PS> .\mdss.ps1 -u export_logs

This will save the logs of the containers

PS> .\mdss.ps1 -u export_info

This will run some testes and gather info about your system.

PS> .\mdss.ps1 -u export_settings

This command will save the relevant setting from your MDSS instance.

In addition, we offer the option to export your database if you need to use it for migration or debugging purposes.

PS> .\mdss.ps1 -u export_db

Command Prompt

C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u support_package

For more advanced users we offer the following commands:

C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u export_logs

C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u export_info

C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u export_settings

C:\> powershell.exe -File "C:\Program Files\OPSWAT\MetaDefender for Secure Storage\docker\mdss.ps1" -u export_db

The archives will be created in the installation folder C:\Program Files\OPSWAT\MetaDefender for Secure Storage.

Running behind a proxy

You will need to edit <MDSS_INSTALL_LOCATION>/docker/customer.env and add the following environment variables to use a proxy server:

HTTP_PROXY="http://proxy_ip:proxy_port"

HTTPS_PROXY="https://proxy_ip:proxy_port"

​

no_proxy=mongodb,rabbitmq,redis,mongomigrations,licensingservice,smbservice,discoveryservice,discoveryamazonsdkservice,discoveryazureblobservice,discoveryalibabacloudservice,discoverygooglecloudservice,discoveryboxservice,scanningservice,notificationservice,apigateway,webclient,jobdispatcher,securitychecklistservice,loadbalancerservice,loggingservice,terraformservice,remediationsservice,remediationsservice-amazonsdk,remediationsservice-azureblob,remediationsservice-googlecloud,remediationsservice-alibabacloud,remediationsservice-box

If a proxy is required to access to docker hub in order to pull MDSS images, then this guide should be followed: https://docs.microsoft.com/en-us/virtualization/windowscontainers/manage-docker/configure-docker-daemon#proxy-configuration

Advanced troubleshooting

In order to troubleshoot please run [command] -log_level 7 where the command is the command that has an issue.

For example, if MetaDefender for Secure Storage cannot be started please run the following command:

PowerShell

PS> .\mdss.ps1 -c start -log_level 7

The logs will be saved in the Logs folder found in the installation location: C:\Program Files\OPSWAT\MetaDefender for Secure Storage\Logs.

Known issue when upgrading from MetaDefender for Secure Storage v2.1.5 or below on Windows Server 2019

When running the installer to upgrade MetaDefender for Secure Storage to version 2.1.6, you may encounter the following error:

If this message box appears, the installation process should resume when clicking on Retry.

The reason behind this issue is a bug that occurs at uninstall. The bug has been fixed in 2.1.6, however you will encounter this message because the upgrade process runs the old uninstaller before installing the new version.

An object at the specified path (...) does not exist

If this error appears at installation, it usually means that something has happened with the current Windows profile and the environment variables may no longer be valid. Creating a new user, switching to a different one or recreating the current user profile and retrying the installation will solve the issue.

The Docker service can't start

Sometimes the windows docker service fails to start because of the C:\ProgramData\Docker\panic.log file. This file is created by a previous issue with docker and will prevent docker from starting.

To fix this issue just delete the C:\ProgramData\Docker\panic.log file and restart the docker service with the restart-service docker command.