Creating and Sending Support Packages (AVG Business Antivirus)

 

This article describes the process of generating support packages locally, using AVG Support Tool. If your devices are managed by the Cloud Console, you can also generate support files remotely. To do so, refer to the instructions provided in Creating and Sending Support Packages.

 

AVG Support Tool is a diagnostic tool that checks your Antivirus software for common problems, then automatically generates a support package from the gathered data and sends it to AVG Business Support for analysis. Most versions of AVGAntivirus products have this tool built in, so you can easily access and run it directly from your client UI. In some older versions, however, this feature is not available, so you will need to download the tool yourself.

 

To check if you have the built-in AVG Support Tool, perform the following steps:

1. Open your local client and navigate to Menu > Settings > General > Troubleshooting
2. Scroll to the bottom to check if the Send Logs button is available

If so, you can run the tool by simply clicking the button. If not, you will need to download AVG Support Tool first.

Running AVG Support Tool

Once you click the Send Logs button or run the downloaded tool (as admin), do the following:

1. In the dialog that pops up, click Next to proceed

1. Provide the following:
   • The email address you provided when you first contacted AVG Business Support (by submitting a ticket or starting a chat) that is linked to your ticket
   • The ticket number you received after submitting your ticket
   • Description of the issue (optional)
   • Additional attachments (optional)

4. Click Generate and wait until the tool finishes gathering the necessary data (may take several minutes)
   • By default, the generated support file is automatically sent to AVG Business Support (if you are connected to the internet). If needed, you can change this setting by clicking Options in the bottom left corner and unticking the checkbox next to Automatically send to AVG.

Once the package has been generated, AVG Support Tool will generate a file ID for the package and save a copy of the file to your device.

IMPORTANT: Before closing the tool, please make sure you have the generated file ID at hand during your next communication with AVG Business Support, as you will need to provide it to our representatives.

Submitting Support Packages Manually

If, for whatever reason, the automatic upload of the support package to AVG servers fails, you can acquire the needed data manually from C:\Users\<UserName>\AppData\Local\AVGSupport.

Once you have gathered the required data, please upload it to our FTP server (see Uploading Files to AVG FTP Server), then provide the name of the uploaded file to our Business Support so the agents can locate it on the server.