This comprehensive guide provides step-by-step instructions on how to generate, monitor, and download support packages for product instances from My OPSWAT Central Management.
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When to use a support package
Create a support package when you are working with OPSWAT Support on issues such as service failures, unexpected behavior, connectivity problems, configuration issues, or product-side errors that require deeper investigation.
- For My OPSWAT Central Management on-premises: generate a package from My OPSWAT Central Management server to collect logs and configuration data. Refer to specific guideline.
- For supported managed products: generate a package remotely from My OPSWAT Central Management console and then download it after processing completes.
Supported products
- MetaDefender Core: version 5.19.0 or later
- MetaDefender Kiosk Windows: version 4.8.1.xxxx or later
Remote support package generation
Before you begin
- Make sure the target product version supports remote support package generation.
- Make sure the target instance is enrolled, active, and connected to My OPSWAT Central Management.
- Make sure your user account has access to the relevant product inventory or Help Center workflow.
Step 1: Generate support package
A. From Help Center > Support Package
Navigation: User profile dropdown > Help Center > Support package tab > Generate Support Package
- Select the supported product type.
- Choose the appropriate product and timeframe, if prompted.
- Click Generate.
B. From Product Instance Details > Support Package
Navigation: Inventory > Product Instance Details > Action menu > Generate Support Package
- Select the supported product type.
- Choose the timeframe, if prompted.
- Click Generate.
Step 2: Monitor package generation status
Navigation: User profile dropdown > Help Center > Support package tab
Track the Status until processing completes.
- In Queue: Waiting for the instance to pick up request.
- Pending: Request has been accepted and is waiting to be processed.
- In Progress: The managed instance is generating or uploading the package.
- Download Available: The package is ready to download.
- Failed: The package could not be generated or uploaded successfully.
Step 3: Download a package
Once generation finishes successfully, the package can be downloaded from My OPSWAT Central Management.
- Select the download action.
- Save the file locally and confirm that the archive opens correctly.
Step 4: Contact OPSWAT Support
After generating the package, open a support case and attach the support package or requested log archive.
Delete a package
Administrators can delete packages from the interface when they are no longer needed.
- Open the support package list in My OPSWAT Central Management.
- Locate the package you no longer need.
- Select the delete action.
Storage limits and retention
Support package management uses smarter storage controls to keep package history manageable.
- A maximum of 2 support packages per instance is retained.
- When a new package is created beyond this limit, older packages are automatically cleaned up.
- Cleanup behavior follows your configured data retention settings.
Troubleshooting
- If generation takes a long time: Large log sets can increase package creation time.
- If a package fails: Verify that the instance is online, connected to My OPSWAT Central Management, and running a supported version.
- If a device restarts during generation: The request may fail and need to be created again.
- If network connectivity is interrupted: My OPSWAT Central Management may retry depending on the product workflow, but you should verify the final status.
- If storage is full: Remove older packages you no longer need before creating new ones.