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46 | F-Secure Anti-Virus for Windows Servers | Technical support
F-Secure online support resources
Support requests can be submitted through a form on F-Secure support web pages directly to F-Secure
support.
F-Secure support web pages for any F-Secure product can be accessed at
http://www.f-secure.com/en_EMEA/support/. All support issues, frequently asked questions and hotfixes can
be found under the support pages.
If you have questions about F-Secure Anti-Virus for Windows Servers not covered in this manual or on the
F-Secure support web pages, you can contact your local F-Secure distributor or F-Secure Corporation directly.
For technical assistance, please contact your local F-Secure Business Partner. Send your e-mail
to:Anti-Virus-<country>@f-secure.com. For example, Anti-Virus-Norway@f-secure.com
If there is no authorized F-Secure Anti-Virus Business Partner in your country, you can submit a support
request directly to F-Secure. There is an online "Web submit form" accessible through F-Secure support web
pages under the "Contact Support" page. Fill in all the fields and describe the problem as accurately as
possible. Please include the FSDiag report taken from the problematic server with the support request.
F-Secure support tool
Before contacting support, please run the F-Secure Support Tool (also known as FSDiag utility) on problematic
hosts running F-Secure Anti-Virus for Windows Servers.
This utility gathers basic information about hardware, operating system, network configuration and installed
F-Secure and third-party software.
Note: You can also find and run the FSDiag.exe utility under the F-Secure\Common folder, if you prefer
not to do it through the F-Secure Anti-Virus for Windows Servers Web Console. The tool generates a file
called FSDiag.tar.gz.
To run the F-Secure Support Tool from F-Secure Anti-Virus for Windows Servers Web Console:
1. Log in to the Web Console.
2. Go to
General
3. Under Tasks, click
The F-Secure Support Tool starts and the dialog window displays the progress of the data collection.
Note: In some web browsers, the window may appear behind the main browser window.
4. When the tool has finished collecting the data, click
5. Please include the following information with your support request:
•
Version number of F-Secure Management Agent, F-Secure Anti-Virus for Windows Servers , F-Secure
Policy Manager Server, and F-Secure Policy Manager Console. Include the build number if available.
•
Description how F-Secure components are configured.
•
The name and the version number of the operating system on which F-Secure products and protected
systems are running. For Windows, include the build number and Service Pack number.
•
A detailed description of the problem, including any error messages displayed by the program, and
any other details that could help us replicate the problem
•
Logfile.log from the machines running F-Secure products. This file can be found under Program
Files\F-Secure\Common. If you are sending the FSDiag report you do not need to send the Logfile.log
separately, because it is already included in the FSDiag report.
•
If the whole product or a component crashed, include the drwtsn32.log file from the Windows NT
directory and the latest records from the Windows Application Log.
and open the
Status
tab.
F-Secure support
tool....
Report
to download and save the collected data.
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