Which data is contains in a support package

This document describes the categories of data collected by the MetaDefender Core support package script (ometascan-collect-support-data.bat/sh). This package is generated on request to help OPSWAT technical support diagnose issues on a customer's system.

What Is Collected

1. Hardware Information

Data	Description
CPU details	Processor model, speed, core count, and other properties
Memory details	Physical RAM modules, capacity, and specifications
Disk drives	Physical disk drive model, size, and interface type
Logical disks	Drive letters, file system type, used/free space

2. Operating System Information

Data	Description
OS version	Windows/Linux edition, version number, build number
OS configuration	System locale, install date, registered organization

3. Network Information

Data	Description
Network interfaces	IP addresses, MAC addresses, DNS servers, DHCP settings
Routing table	All active network routes on the machine

4. Installation Directory Listing

A recursive listing of all files and folders under the MetaDefender Core installation directory. This includes file names, sizes, and timestamps — not file contents.

5. Configuration Data

Common configuration: via Registry (Windows) or Configuration file (Linux)

6. Database Information

Data	Description
Exported database schema	A structured export of the MetaDefender Core internal database
PostgreSQL configuration	Configuration files (`*.conf`) from the embedded PostgreSQL instance
PostgreSQL data files	Non-binary configuration/settings files from the `pg_data` directory
PostgreSQL logs	Files related to any database upgrade operation (`pg_upgrade*`) and operational logs

Note: The database export may contain scan job metadata and product configuration. It does not contain the actual file content of scanned files.

7. Application Logs

Data	Description
MetaDefender Core application logs	Operational events, errors, warnings from the core service
Nginx web server logs of MetaDefender Core	HTTP request/error logs for the management interface
Engine logs (AV engine, Filetype, Deep CDR, etc)	Diagnostic output from individual anti-malware engines and other engines
Windows event or Syslog (Linux)	We only collect windows event or syslog belong to the application, not all of the event/logs

8. Crash Dump Files

If any of the following processes have previously crashed, their crash dump files are included:

ometascan.exe
engineprocess.exe
ocmdatatransporter.exe

What Is NOT Collected

The actual content of files that were submitted for scanning
User credentials or passwords (these are not stored in any of the collected sources)
Data from outside the MetaDefender Core installation directory (except process info, network info, and OS info described above)

Privacy Considerations

Customers who have concerns about specific data categories can use the following options before generating the package:

Use -enable-redact to redact potentially sensitive values from log files.
Use -lite to limit the volume of data collected (fewer logs, most recent crash dump only, no warehouse database).
Use -start-date and -end-date to restrict log collection to a specific time window.
Contact OPSWAT support to discuss which specific components are needed for your case before generating a full package.

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