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Advanced Configuration and Troubleshooting
Collecting diagnostic information
If you have difficulty using the Management Edition program, you can contact
Technical Support or your distributor. They will ask you to provide
information about some or all of the machines in your networks. Management
Edition uses a wizard to collect this information automatically for you in a
single file. You can then send the file using one of the following methods:
• via e-mail, or
• on a disk.
W
The best way to send the information is via e-mail. Although the diagnostics
file contains a large amount of information, it is compressed to occupy less
space. The data is MIME-encoded, which means that it is like text, and
therefore can be handled by most e-mail systems. If you have any problems
with attaching files to e-mail, you can paste the text directly into the e-mail
message instead.
Normally the diagnostic information includes details about the Management
Servers. If Technical Support does not need this information, you can choose
to omit it.
Follow these steps to collect the diagnostics information:
1. In the Management Console's main menu, click Tools, and then click
2. In the Management Console's anti-virus domain view, drag and drop
3. Click Next, and follow the instructions in the wizard's dialog boxes.
252
Management Edition
NOTE: Be sure to have the correct e-mail address ready. Contact
Technical Support or your distributor. For details, see
Network Associates" on page
Collect Diagnostics.
machines or groups of machines to add (or remove) them from the
wizard's diagnostics collection.
The names of the selected machines appear in the Diagnostic Wizard -
Collecting Machines dialog box.
19.
"How to contact
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